EUROPEAN CX FORUM

What to Expect

• Case studies highlighting the ROI of various ForeSee solutions
• CX professionals from retail, telco, travel, and other industries sharing how they've leveraged CX data to improve business KPIs
• A live demo of ForeSee CX Suite℠ with NPS®, text analytics, and more
• Future product and company updates from ForeSee leadership

Tuesday, 9th October

We'll present VOC case studies, shared learnings, and best practice from Dyson, TUI, Domestic & General, and Walgreens. Plus we'll reveal the latest features of ForeSee CX Suite.

Wednesday, 10th October

ForeSee clients are additionally invited to join us for exclusive panel discussions led by Boots, Office Depot Europe, TUI, and others, plus technical walk-throughs, analyst power user sessions, and networking.

See you there!

etc.venues Fenchurch Street
8 Fenchurch Place
London EC3M 4PB

Listening to Customers from the Very Beginning: D&G's Digital Transformation

Customers expect to complete tasks online. When D&G began adding digital customer journeys, they needed to ensure they focussed on core objectives: help customers self-serve and easily complete all tasks using digital tools to improve experiences and deflect contact centre calls. In short, their goal was to orchestrate a digital transformation on a shoestring budget. With ForeSee VOC at the heart, their team identified and focussed on the right details to act with surgical precision to drive impressive business results.

James Turnbull
Director, Group Digital

Airing the Data: How Dyson Use Bespoke Reporting to Speak to All Business Levels

When Charlie West needed Dyson stakeholders to engage with the voice of the customer (VOC) program, she sat down with internal teams to understand what they wanted to accomplish, and what insight was needed to achieve this. The interactions helped those teams see deeper into the VOC data she had been providing on a regular basis. By having a clear understanding of the data and developing reports which resonated with different stakeholders, the company is now truly listening to its customers and improving their experiences.

Charlie West
Voice of Customer Insight Manager

Putting ‘You’ in the Middle: Transforming TUI into a Truly Customer-centric Company

TUI puts ‘you’ in the middle, so when their executives began asking internal teams, “What are you doing to focus on the customer?”, they had to take an honest look at their decision making. The digital customer experience team stepped in and began presenting voice of customer data in relevant formats for each department – no longer data dumps, but interesting, relevant, and helpful website insight to guide product owners and executives alike. Leadership now look to CX data and the CX team’s insight on topics ranging from website fixes to annual budgets.

Lyndsey Cooper
Digital Services Manager

Gina O'Hare
Digital Experience Coordinator

Walgreens' Prescription for a Customer-Focussed Organisation

Since its inception on Chicago's South Side in 1901, Walgreens have been at the forefront of identifying what consumers want in terms of merchandise, service, and overall customer experience. That tradition has continued with the institutionalisation and democratisation of voice of customer (VOC) data across the entire organisation. From the C-Suite to the distribution center, Walgreens employees are focussed on improving the customer experience. Learn how Walgreens uses ForeSee VOC diagnostically and strategically to ensure that the right people see the right data at the right time.

Karen Trimberger Brady
Omni-Channel Consumer User Experience and Market Research

How Boots Built Reporting to Serve the Whole Organisation

Description coming soon

Kamila Cedro
Research Manager, Boots

Jess Chambers
Client Analyst, ForeSee

Now, Next, Future

CEO Lenny Nash will share ForeSee's vision for customer success, from journey orchestrations to full VOC programme sustainability. Kaj van de Loo, Chief Product Officer, will share the future of the CX Suite. Plus, we'll show you the Suite in action during a live demo featuring new NPS, text analytics, and dashboarding capabilities.

Agenda Overview - Tuesday, 9th October

9:00-10:00

Networking Breakfast

10:00-13:00 Morning Session

The Now, Next, and Future of ForeSee
Live CX Suite℠ Demo
Partner Presentation: Adobe
Customer Experience Trends and European Benchmarks

13:00 Lunch

Networking Lunch

14:00-17:00 Afternoon Session

Client case studies presented by:
Domestic & General, Walgreens, TUI, and Dyson

17:00 Networking Drinks Reception

Agenda Overview - Wednesday, 10th October

9:00-10:00

Networking Breakfast

10:00-13:00 Morning Session

Panel discussions with:
Office Depot Europe
Boots
ForeSee Product Leadership

13:00 LUNCH

Networking Lunch

14:00-16:00

VOC Data Empowerment Sessions, including customer journey mapping, finding business benefits, and being confident in sharing data throughout your organisation.