Identifying Moments of Truth along the customer journey is paramount
to offering a superior customer experience - Forrester

Rapide’s Future of Customer Experience event was held at the Institute of Directors in London on the 18th of October. Key speakers included Jonathan Browne, Customer Experience Expert and Senior Analyst at Forrester Research Inc, Chris Worth, Research Partner at Warwick Business School, Paul Berney, Chief Marketing Officer and Managing Director EMEA of the Mobile Marketing Association and Sam Ellis, Head of Customer Experience & Loyalty at Atos. Nigel Shanahan, Rapide MD, also shared his thoughts on the importance of Moments of Truth and how Rant and Rave has helped his clients use real-time conversations to increase customer retention and advocacy.

The event was well attended by Directors and Senior Executives from a variety of industry sectors, with representatives present from brands as diverse as Barclays, McDonalds and Virgin Active. After taking in the mornings presentations delegates were able to enjoy a thought provoking networking lunch.

Key takeaways from the event, slides and white papers are available below.

Key Takeaways...

1.		WBS – Cognitive bias is the set of behaviours that drive irrational customer behaviour
2.		WBS - There is a distinctive link between cognitive bias and the language a customer uses at Moments of Truth
3.		Forrester - To stay ahead in the age of the customer, firms must strengthen their capabilities to understand customers
4.		Forrester - Small shifts in customer loyalty can translate into billions in incremental revenue each year
5.		MMA – Start by thinking what mobile means to your customers and then use it in ways that will enhance their experience with your brand
6.		MMA - Real-time customer interaction allows for a real-time response – mobile is always on and always with customers – offering a real-time customer experience
7.		Gartner - Feedback collected at the point of service delivery is 40% more accurate than feedback collected 24 hours later
8.		The Forum Corporation - 70% of customer defection is down to poor customer experience, not product or price
9.		ATOS - When offering a good customer experience it’s your customers who determine what is important!
10.		ATOS – Having the right technology in place can not only improve your customer experience but can increase feedback response rates and customer satisfaction

Presentations...

Jonathan Browne

Chris Worth

Paul Berney

Nigel Shanahan

Sam Ellis

Prepare for the
future of customer experience! (How to thrive in the age of the customer)

Cognitive bias
factors in the customer experience OR: Why we’d rather be happy than right!

Mobile marketing trends and their implications (Why mobile is the best channel to engage with customers and build valuable relationships)

Why Moments
Matter (Why real-time conversations lead to true advocacy)

Instant Insight with Instant Action: Best and ‘Next’ Practices for Researching, Implementing and Developing a Strategy to deliver real business value

Key Takeaways...

Presentations...

White Papers...