A benchmark of meaningful difference in CX
For 20 years, the CX Benchmark study has set the standard for evaluating customer experiences in France. This year, we are excited to bring this invaluable study to Belgium, assessing the quality of customer experience across 64 brands from 14 diverse sectors.
The CX Benchmark study uncovers what it takes to deliver the ultimate customer experience. Three pillars have been identified as crucial:
- Execution – the functional elements
- Connection – the on-going relationship
- Emotion – the more human aspects of such a relationship
Businesses that excel in these three dimensions also create a meaningfully different experience for their customers. This is further supported by Kantar BrandZ learnings, which show that brands are built through experience by consistently delivering on their promise over and over again.
Highlights
- Opening Keynote: Discover how to make a meaningful difference in customer experience with insights from Steven Van Belleghem, a renowned thought leader in customer-centric strategies.
- Study Insights: Gino De Vooght, Director of CX at Kantar, will unveil the key findings of the CX Benchmark study, providing you with a comprehensive understanding of the current customer experience landscape.
- Inspiring Cases: Learn from the real-world experiences of leading brands like Ikea and Argenta, who are at the forefront of delivering exceptional customer experiences.
Orateurs
Programme
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9:00 - 9:30
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9:30 - 10:00
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10:00 - 11:00
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11:00 - 11:15
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11:15 - 11:45
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11:45 - 12:15
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12:15 - 13:15