Past Events

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Digital Transformation and CX (June, 2O22).

This time the topic was CX & Digital Transformation. The audience heard about the 8 building blocks of digital transformation, how the connection can be made between Digital & CX and what types of digital transformation there are. Next to that there was an inspiring keynote from Lucas Decuypere on the 5 future trends in Digital

CX and Sales Leadership(May, 2021).

CX-Brussels hosted this event keynoted Deva Rangarajan in May. For a limited audience, Deva spoke about ‘CX & Sales Leadership’ as a competitive edge for your business. Customer experience is about delivering or exceeding the expectations of our customers. In most situations customers expectations are set by sales and marketing promises, which can be at odds with the capabilities of the rest of the organization. In this session, Professor Rangarajan explained why it is critical for sales and marketing to not only manage the expectations of the customer, but also align internally successfully to deliver a fantastic customer experience. All this was based on some real-life examples. 

Loyalty Challenges: Changing rules to drive Custom (March, 2022)

With all the changes over the last decade, we identified a clear paradigm shift with this event. During this event, the discussion was about how successful organizations go beyond NPS. How they strive to create meaningful relationships with their customers and, how they prioritize and care about Customer Loyalty.

Voice of the Customer Part 2 (March, 2022).

CX-Brussels co-hosted this event together with CX-Centric. This was the 2nd part of this session around Voice of the Customer. We had some interesting conversations on VoC programs in B2C and B2B environments. Michelle Spaul (Keynote Speaker) gave some insights on Voice of the Customer programs, where to start and which type of technology to choose .

CX and Employee Experience(February, 2O22).

CX-Brussels hosted this event. This event revealed how in the minds of employees – including the customers with whom they work – an active image can be created around the sense of ‘being in this together’. By engineering relational logic into conversations and transactions, organizations can activate, involve and commit people inside and outside their operating environment (customers, employees, citizens…) to do more, raise their real concerns, dedicate their time, energy, and resources. This will lead to more engagement from the employees and a sense of ownership and belonging. 

Driving Growth through Intelligent Customer Service (January, 2022).

Here, we discussed with Ben Phillips CCXP and Caoimhe Maxwell on the following:
💡 What is intelligent service?
💡 What sort of solutions are available?
💡 What changes are we seeing in Service today?
💡 Which companies are already benefiting from this? And by how much?
💡 What is the Future of Service? Ben also explained on how to balance the 3Cs (Customer Experience, Customer Success and Customer Service).

CX and Data (October, 2021).

CX-Brussels co-hosted this event together with Proximus. Michel Moenaert, CX Analytics Manager at Proximus, guided us through the data challenges that every company faces with large volumes of customer related data. How to handle and process these data to get actionable insights and use them to improve the overall customer experience, was the topic of the event.

Digital Empathy (September, 2021).

Jonathan Hawkins was the Keynote Speaker for this event. He spoke at length about ‘Digital Empathy’ as a new competitive edge for businesses. Research shows that empathy is the biggest driver of loyalty (85% of customers saying it’s the biggest driver). With most interactions happening digitally today, it has become harder to understand the emotions created by your operations. Your customers still expect you to understand how they feel.
With Digital Empathy, companies now have the opportunity to understand the experiential drivers behind emotion and subsequent behavior in their customers.

CX Roundtable (Summer Roundtable June, 2021).

On Thursday 17th of June 2021, CX-Brussels hosted a CX Round Table. The speaker of this exclusive event was rudi deruytter, CEO of CKV Bank. Rudi spoke about the future of banking. The keynote was based on his latest book “How banks can solve their burn-out”. Rudi focused on the unique role that banks need to play in the future and what the importance of digitization & customer experience will be.

Turn your Customers into Hyperfans (April, 2021)

CX-Brussels hosted this event keynoted by James Dodkins in April. How do you turn your Customers into Hyperfans? James answered this question incisively by sharing ideas, tactics and strategies that he learned in his career in music that had led to extreme devotions in fans thus making them Hyperfans.

The ROI of Customer Experience (April, 2021).

CX-Brussels co-hosted this event together with Officium Labs and CX-Centric. A detailed presentation was done by Nate Brown which was littered with eye-opening case studies concerning the ROI of Customer Experience.

Driving Media Subscriptions through Customer Experience (March 2021).

CX-Brussels co-hosted this event together with CX-Centric. The keynote speakers(Ali Lichtenstein and Alana Matos) of this online event shared incisively about how their respective companies have won with CX in media to transform their subscriptions from print to digital publications.

The Evolving Financial Industry (September, 2021).

CX-Brussels hosted this event. The event was on revealing how Humanizing digital interaction will be crucial to the continued success of your business. The demand for personalized service is on a rise. Additionally, the financial industry has huge levels of regulation, which varies by region and country. It’s also about balancing customer experience with regulation and ambition.

Workshop: EX for Remote Workers

This was a private Workshop were Employee Experience was discussed on at length.

The Art and Science of Storytelling (January 2020)

CX Brussels co-hosted this event with CX Centric which was the first event of the year 2021. An all-encompassing presentation was done by Keith Kmett who left no stone unturned concerning storytelling.

Workshop: CX Analysis

This was a private Member workshop were various techniques of Customer Experience Analysis were discussed extensively.

Banking on the Future: Framing a new vision for service in Banking (December 2020).

As part of CX Centric Conversations, this was surely an event which was much anticipated by our attendees as Banking has become the new buzzword.

Co-Creating the Employee Experience to Drive Business Growth ( October 2020).

An eye-opening event( hosted by CX Centric ) it was, as Sharon Boyd the keynote speaker brought out a clear link between Customer Experience (CX) and Employee Experience (EX).

Autumn Round Table (Oct 2020)

Our first roundtable starring Jurgen Ingels. Strategic insights and discussion around the future of Customer Experience.

Bridging Customer Experience and Customer Success (September 2020).

With the multi-experienced Sue Moore, the so much needed information concerning bridging the two most important aspects of doing business thus Customer Experience and Customer Success were extensively discussed in this event.

Building a Holistic Customer Experience Practice (August 2020)

With this event hosted by CX Centric, some of the proven solutions to get it right with CX were discussed. Part of these solutions in building a holistic CX practice included using the so much effective CX Centric framework.

What is the ROI of CX? (July 2020)

A very interesting event it was with a deep discussion on what ROI really consists of when it comes to CX.

How have your Customers’ needs changed? (May 2020)

In this event, various customer changes which have occurred in different industries were deliberated upon.

CX during a Pandemic (April 2020)

During this event, some of the most well thought out solutions were discussed upon which provided insights to attendees on how they could adapt successfully to customer experience duties during a pandemic.

CX Resolutions (28th Jan 2020)

Smashing event held at the Oracle CX Center. Joined by Naeem Arif and Sue Nabeth Moore.

Let’s Define CX Together (Sept 2019)

This was the inaugaral event of CX Brussels. With some fantastic speakers. Sponsored by Prodware.

CX Adoption Webinar (Dec 2019)

On 10th Dec 2019 we had a webinar on Customer Experience and Adoption and Accountability.

Driving Media Subscriptions through CX Transforming from Print to Digital (March, 2021)

On the 10th of March 2021 CX-Centric hosted a very insightful event where CX in Media was discussed on.

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