Accelerating Growth: Competitive Advantage of Customer Experience

WHERE: The Malmaison, Central Birmingham

WHEN: March 20th, 6pm

Register to Join

About the Event

The 360° Club meets quarterly to bring together senior decision makers to discuss and debate the initiatives that must be driven to ensure fast-growth and a competitive edge. We meet in private locations for an exclusive invitation-only networking and discussion evening.

 

On 20th March, we’re meeting in central Birmingham to discuss and debate. If you’re a senior business leader of a small or medium company we’d be delighted to welcome you.

Why Attend?

  • Topics are chosen based on the interests of our existing members, industry-wide disruptions and fascinating topics broached at prior events.
  • Attendance is strictly by invitation only, and aimed toward senior business leaders, and other top-executives, including industry-wide thought leaders.
  • Our guests gain exclusive insights on trending business topics through networking discussions with their peers.

Topic: Accelerating Growth – Competitive Advantage of Customer Experience

The strongest omni-channel customer engagement retains an average of 89% of customers, compared to 33% with weak omni-channel strategies. (Aberdeen Group, 2017)

 

Companies are re-thinking their CX strategy to compete for customer attention, customer retention and manage ever-demanding customer expectations in a highly competitive market. Customer experience remains on the top agenda for fast-growing companies in 2018. With Forrester claiming that 72% of businesses are making improving customer experience their top priority.

 

The opportunity to compete via product differentiation is no longer a viable option, as customers turn to Customer experience as the key brand differentiator.

 

Personalisation and real-time responses will dominate successful CX stories as innovative technology, and an organisations ability to adapt are key to survival. By 2020 customers will expect companies to automatically personalise experiences, and proactively address their immediate and future needs – not just predict them. (Walker, 2018)

 

With increased competition, customer expectations are outpacing customer experiences. Companies such as Apple, Spotify and Airbnb modelling what the perfect customer experience should look like, the stakes have never been higher.

 

Yet, according to Accenture, only 7% of brands are exceeding customer expectations, and in fact only 25% of companies are not meeting customer expectations, but think their CX strategy is ‘good enough’.

 

This change on the horizon presents a huge opportunity for fast-growing and pioneering SMEs to thrive in 2018. Leading with innovation, adaptability, and using technology to gain competitive advantage.

 

The most innovative companies, including Bumble and What’s App are striving forwards and gaining a competitive advantage through exceeding customer expectations and finding new ways to connect with their consumers worldwide. By launching What’s App Business generating leads for 1.3 billion users and Bumble Bizz reaching 20 million users worldwide.

 

Customer experience is the new battlefield. How does your CX strategy measure up to the competition?

 

We’ll be discussing and debating this topic at the 360° Club’s next networking evening on the 20th March 2018. Our goal is to unite senior leaders of fast-growth and agile organisations to tackle greatest market challenges and exchange insights.

We’ll be asking these core questions:

 

  • As a senior business leader, how are you ensuring your CX strategy is ahead of competitors to maximise growth opportunities and gain competitive advantage in 2018?
  • Are you too focused on customer acquisition, rather than customer retention?
  • Are you aware of your customer’s immediate and future needs, and how are you meeting customer demand?

 

We will be meeting at 18:00 at The Malmaison Hotel, Central Birmingham  for networking, drinks, canapes and a lively discussion. This will be lead by our opening speaker, more drinks, canapes and then our famous “question time” expert panel session.

When and Where?

6pm Guests arrive for networking drinks

 

6:30pm Keynote speaker followed by questions

 

7:15pm Break for drinks, networking and canapes

 

7:40pm “Question time” expert panel session.

 

8:15pm Break for drinks, canapes and networking

So join us at the next 360° Club’s networking evening on the 20th March 2018. We will be uniting senior leaders to evaluate best practices and exchange insights via a panel of expert speakers and guests.