In keeping with the advanced stage that organisations are in the quest for better CX management as compared to other industries in Pakistan, we are scheduling 2 seminars, one in Karachi and the other in Islamabad on October 9th and 10th respectively.

Customer experience has always been the holy grail of companies that have built and grown their brands through insights gleaned from the way their brand is experienced by users, distribution channel and employees. Today’s customer is extremely well aware of available choices not only of product features and pricing options, but also of processes, customer contact centers, after sales services and returns. Smart companies study the customer experience of their own and competitive products and services to improve their brand experience.With a plethora of AI options available, companies need to choose wisely on a framework that makes sense for them. Decisions can range from new and improved technology for processes and products to using Big data and AI to making decisions to how to structure employee & customer voice mechanisms or when and when not to use chatbots and other engagement platforms.To cover this and more, CX Guru Alex Mead from UK, Recipient of Frost & Sullivan’s Global Thought Leader Award for Customer Experience, will be delivering the Seminar in Karachi on 9th October 2019, and Islamabad on October 10th, 2019.

Alex is a global Leader for Customer Experience strategy & design across all traditional & digital touch-points, including implementing the operating strategies for best use of people, process, systems and culture across all Interaction & Fulfillment channels. A specialist in Customer Experience Metrics and customer touch-points, Alex has delivered keynotes and presentations at various global Conferences and CX Summits.

The Seminar will resonate with the following themes:

1. Why invest in CX:
   • Aspiration (Vision for customer experiences) – Emotional Engagement
   • Why important (Growth / Cost / Retention) – Logical rationale
   • Taking action (Readiness / Inside / Outside) – How to take action

    

2. How to execute against CX:
   • Customer (Understanding the customer) – What do they want / where is the gap
   • Organizational Readiness (Skills and capability gaps)
   • Channels and challenges (Omni-Channel / O2O)

    

3. Tools and Techniques:
   • Human Centered Design (drivers of human behavior)
   • Data and analytics (AI and real-time experiences)
   • Human vs Tech (Bots and People)

    

4. Proof and Progress:
   • Case Studies and real examples of fortune 500 companies and their CX journeys

    

Workshops on “Digital Marketing Strategy” and “Agency Management and Campaign Evaluation” by Digital Marketing Guru and Google Academy accredited trainer “Rob Thurner,” were organised by TNI for its client Tetra Pak and their Business Partners at PC Lahore on August 15th & 16th, 2018, including participants from Tetra Pak, Haleeb Foods, FFL, Shezan Foods and Shakarganj Foods.

Similar workshops are being conducted in Karachi with Tetra Pak, Engro Foods, Pakola, Dairy Land, Pak Beverages etc at the Karachi Marriott Hotel.

Day 1 covered Digital Marketing Strategy that gave participants the confidence to understand the digital behaviour of their customer, to select and use the most effective digital channels to reach and build profitable relationships with them at every stage of the customer journey. Discussion on techniques to measure digital performance to measure and optimise ROI.

Day 2 covered Managing Agency Partners. Participants were taught to provide multiple agency partners with concise campaign briefs, monitor their performance and the results of campaign formulated, implemented and measured by the agencies. Ways to audit agency performance campaign performance were discussed.

The workshops received tremendous response from the participants. Some of them are given below:

“Rob did a great job on shedding light on the digital realm and now we have a better understanding on how things work and how we can better manage our agencies.” Fatima Saleem, Shakarganj Foods

“Rob Thurner has a great grip on Digital Marketing and its related topics. It was especially interesting to learn from his global experiences as to what is happening in this dynamic field.”

Mr. Assad Abbas, Director Marketing Tetra Pak thanked his business partners for attending the workshops and expanded on the growing importance of Digital Marketing strategy for businesses to create an edge for themselves in the realm of the marketing world.

CEO TNI HR Consultants, Mr. Taimur Ahmad Khan thanked the participants and Rob Thurner at the end of the program and announced that TNI will be bringing more workshops on the specifics of Digital Marketing and apprised them of Rob’s upcoming programs on “The Art of Storytelling- Content Development for Digital Media,” and “Using Digital Data Analytics for Business Strategy,” being held on August 30th and 31st, 2018 in Karachi.