One afternoon = 3 speakers + 1 workshop

It all starts with insights – by Tom De Ruyck, Managing Partner at InSites Consulting.  

In the changing reality of a world where consumers are in the lead and consumer relevance has become very important, we believe consumer insights hold the key to insure a future-proof business.

According to Kantar Vermeer’s INSIGHTS 20:20 report, 51% of business over-performers (revenue growth) indicate that insights and analytics are leading their business. This is four times greater than the score of underperforming businesses.

This presentation will teach you how you can get to great insights and how to make them the starting point of your consumer/customer centricity journey.

Hybrid Customer Experience - by Geert Martens, Duval Union Consulting

Which channels and touchpoints do your customers prefer to use in each step of their customer journey? Today, and tomorrow? And how do you make sure that these channels and touchpoints interact, real-time, to deliver a fluid and natural customer experience across the entire customer lifecycle? What could be ‘channel hacks’ that connect touchpoints to increase efficiency and effectiveness?
 
And, more importantly, what about the day after tomorrow? When your business model changes? And your go-to-market needs to align? To deliver new products and services to new customers? What would a future-proof framework be? What would be the building blocks? Oh, and what about emotions, ‘dear robo’t and ‘dear chatbot’?
 
In this keynote, Geert Martens, partner at Duval Union Consulting, describes a framework for optimizing your current customer experiences within a future-oriented transformative vision. Combining tomorrow and the day after tomorrow. And leveraging facts, figures and imagination.

Customer-Centricity: From Idealism to Discipline - by Alain Thys

Most companies see the profit in becoming customer-centric. But beyond big words and inspiring language, too little seems to happen.

In fact, customer-centricity is more of an ideal than a business discipline. It sounds great, but no one really knows what it means. Or where to start. Or how to find the budget.

Alain Thys outlines the key components of a successful customer-centricity programme and the ways it can drive profit in your company. This will allow you to better understand your existing customer capabilities and start developing the ones you require. It will also allow you to make a solid business case for structural change.