Customer Experience, retention and loyalty with SKY

Improved retention and loyalty will be the focus of our fourth CX Best Practice Exchange hosted by our friends at SKY.

CX Best practice exchange logo

 

When: Friday 29th September 2017

Where: Sky Centre, Osterley, Middlesex TW7 5QD

Who: Hosted by SKY, guest speaker Nirish Shakya, Lead UX Designer – NOW TV

How much: £150 + VAT

 

Register your interest in 4th CX Best Practice Exchange here

Improved retention and loyalty is a key goal for many customer experience initiatives and will be the focus of our fourth CX Best Practice Exchange hosted by our friends at SKY.

As well as giving delegates a behind the scenes tour of the SKY studios Nirish will talk about the work he and his colleagues have done for NOW TV to improve the digital customer experience.  He will give particular emphasis to the link between UX, retention and loyalty; key drivers for NOW TV.

In the afternoon delegates will break into smaller discussion groups to share experiences, challenges and learnings.  We will help identify the issues that are of most interest to each group but potential topics include:

  • What delegates have found to be the key CX drivers of loyalty and retention
  • How CX compares to traditional loyalty and win-back schemes in terms of ROI
  • How you go about designing the customer experience; what’s the process and how do you get people to collaborate on ideas and approaches.

Find out more about the CX Best Practice Exchange including what previous delegates had to say here.

A behind the scene tour of SKY TV's studios
A behind the scenes tour of SKT TV’s studios

About our guest speaker

Nirish Shakya is the UX Lead at NOW TV (SKY) and a UX coach/trainer. He has designed products across multiple channels including web, mobile and in-store for big name brands in the UK, Australia, New Zealand and Singapore including financial institutions, universities, telcos and not-for-profits.

He has been in the digital industry for more than 12 years, starting off as a developer and UI designer and then diving head first into UX design in 2010. He regularly practices Vipassana meditation to develop his compassion, and Wing Chun kungfu to improve his efficiency.

About CX Best Practice Exchange

The CX Best Practice Exchange is by CX professionals for CX professionals.  It gives delegates a rare chance to join peers from a wide range of industries to learn from one another and to share experiences.

The day will be on a Clients only, ‘Chatham House rules’ basis so that there can be an open and frank discussion where thoughts and opportunities can be shared.  Often this allows attendees to share their learnings about what has been tried, what works well and what hasn’t worked.

Besides a chance to learn from one another in a relaxed, supportive environment people tell us that a key benefit from the day is a chance to build their network and to make new friends. Find out about the previous CX Best Practice Exchange here.

Agenda of the day:

09:15 – Arrive, meet and Coffee

09.30 – Introductions and Context

10:00 – Guided tour of Sky Centre

Coffee

11:15 – Now TV Presentation: The Digital CX, retention and loyalty

12:00 – Update from attendees on current work.  Identify topics, split into two groups

Lunch

14:00 – Groups explore topics such as:

  • What are the key CX drivers of loyalty and retention
  • How does CX compare to traditional loyalty and win-back schemes in terms of ROI?
  • How you go about designing the experience – what’s the process and how do you get people to collaborate on ideas and approach.

Coffee

15:45 – Share findings

16:15 – Wrap-up, feedback and next event

16:30 – Networking and drinks

18:30 – END

Cost:  Just £150 + VAT to cover expenses.

Please note, places are restricted so register here now for tickets.  We will respond to confirm if spaces are available and payment details.


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