Hargraves customer experience workshop

Gartner predicts that by 2018, more than 50% of organizations will redirect their investments to customer experience (CX) innovations?

On Valentines day 2017, 55 innovation leaders, practitioners, industry experts and students gathered for a one-day workshop designed to deliver 3 things:

  • Shared insights to address CX challenges across a diverse range of industries.
  • CX FutureTech – virtual reality demonstrations, artificial intelligence, machine learning and more
  • Tools, techniques and practices to use in your organisation from experts in the room.

radicalCX partners in the room

With 66% of attendees, representing over 20 industries, rating radicalCX 4 and 5 stars for overall experience, this one-day workshop was a success for the innovation leaders and practitioners participating.

A highlight of the day included the fabulous augmented, virtual and mixed reality demonstrations that gave everyone a chance to experience some of the latest technologies from world leading experts. Workshop delegates experienced HTC Vive, Oculus Rift, Microsoft Hololens and Vuforia marker based AR.

Another highlight was the UTS student poster gallery with 9 research projects on display from the School of Software and the School of Computing and Communication.

Designed as an open conference, the biggest highlight was the opportunity to share and learn from each other during the team-based workshop exercises and connect over 2 hours of breaks and networking.

Thinking about your customers' journey, which of the following stages present the most challenges?

Diverse industries in the room

  • Not-For-Profit
  • Beverages Suppy Chain
  • Manufacturing – Steel
  • Manufacturing – Beverage
  • Healthcare Analytics & Consulting
  • Social Services
  • Financial Services
  • Real Estate
  • Livestock Producer
  • Digital Transformation Services
  • Property Investment
  • Equipment Hire
  • Education
  • Local Government
  • Innovation Computer Software

From the partners in the room, which areas of expertise are of most interest to you?

Expert partners in the room

  • Resonate – Net Promoter Score Measurement
  • Good Design – Design-led innovation
  • Vice Versa Reality – Virtual & Augmented Reality
  • Zeetings – Engaging your audience
  • Digital Infusions – Social Business Solutions
  • Offis – Cloud Strategies to improve CX
  • Sitback Solutions – Digital UX, website development & optimisation
  • UTS – Industry engagement with UTS expertise

Virtual reality demos in the room

  • Opaque Holographic – Collaborative Design Platform
  • PTC ThingWorx – ThingWorx Studio
  • Panedia – Play VR and VRLearn
  • Opaque Media Group – Virtual Dementia Experience
  • Page 2 Realities – Rabobank Farm 2 Fork VR movie
  • Humense Pty Ltd – Humense volumetric video human

What technologies do you plan to use in 2017 to improve CX?

UTS Students in the room

  • AI recommender systems visualization
  • Brain Computer Interface
  • Machine learning, deep learning
  • AI in healthcare, transfer learning
  • Dynamic Spectrum Sharing in 5G Networks

A few statistics

  • Gartner predicts that by 2018, more than 50% of organisations will redirect their investments to customer experience innovations.
  • Aberdeen Group Inc. claims that companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.
  • Accenture found that 89% of customers get frustrated because they need to repeat their issues to multiple representatives.
  • According to PricewaterhouseCoopers, by 2020 the demand for an omni-channel customer experience will be amplified by the need for near perfect execution.
  • According to WOW Local Marketing, 52% of customers are less likely to engage with the company because of bad mobile experience.
  • Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human
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