The New Rules of Customer Experience

Online Event, Live from Edinburgh

2nd December 2020 @10am

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Organiser
Really good, decent numbers, a good mix of businesses.  EBS 2019 Attendee

Well organised and professional. Excellent Facility in which the event was hosted. Thank you for the event! EBS 2019 Attendee

Bart and Colin worked really hard for this, and the blend of panel and workshops worked very well EBS 2019 Attendee

About the Online Show

The 2020 Edinburgh Business Show
The Edinburgh Business Show this year will examine The New Rules of Customer Experience. Everything is different in 2020 – our market and our customers are now predominantly online but they demand better and more personal treatment than traditional F2F service.

Customer Service is no longer enough – the Customer Experience is what matters.

Join our Webinar & Networking Session in December.

Event Organisers:
Colin McKeand & Bart Kowalczyk
Edinburgh Connections

Customer Service is no longer enough

From the moment our audience first touch our brand, through becoming a customer and to long after the sale, an amazing experience is mandatory. Tailored, relevant content throughout the journey and beyond, solving problems and answering questions before they are asked creates loyal, happy, returning customers.

As online shopping has grown, so have customer expectations. Internet Retailing reveals:
“the Covid-19 and the Consumer Report from Astound Commerce finds that, as shoppers shift to online, their expectations of ecommerce experiences will be rapidly accelerated, with contactless services, convenience and increasingly ethical considerations becoming the principal factors driving purchasing decisions.”

How do you make your customer feel?

The pandemic has accelerated that process. With a sudden, massive rise in interactions of all kinds online, merchants and traders must up their game.

It is less about the product or service and more about how it affects our customers’ work and life. How we make them feel.

Global business consultants McKinsey & Company develop that theme, emphasising the importance of “humanizing the customer experience” in these times of crisis. Fabricio Dore et al write: “During the COVID-19 pandemic, companies that lead with empathy and genuinely address customer needs can strengthen relationships.”

Online is the great equaliser: SMEs can compete on a level playing field with the big boys in business. And the greater agility of smaller businesses can actually confer an advantage in times of rapid change.

We will explore, step by step, how to win at customer experience, from brand identity, through marketing right through to customer care and that crucial after-sales service.

Join Online Show on 2.12.2020

Webinar free, £10 for the networking session. All free for EC Members.

Online Show Details

 

  • Due to social distancing rules, this year the Show will take place using the Online Webinar tool Zoom.
  • The event will last for 3 hours and comprise 2 important parts: Panel Discussion,
    and Business Networking.
  • The Panel Discussion will give opportunities for everyone to take part and contribute to the conversation via the Q&A box. In addition, we will organise matchmaking and networking sessions to help you to build meaningful business relationships.

Guest Speakers

Steven Aleksander

Steven Aleksander

Commercial Director of Boyd Digita

Russell and I will be discussing the ever-changing methods and platforms that brands employ in order to communicate with their audience. In a world where we are swamped with ever more advanced forms of advertising, how does a brand stand out from its competitors and make an impression upon its audience? In a world of downloads and binge watching, what are the most effective ways in which to reach out and resonate to our audience?

Russell Dalgleish

Russell Dalgleish

Chairman at Scottish Business Network

Giles Etherington

Giles Etherington

Brand Creator at Brand Satellite

Atholl Duncan

Atholl Duncan

Chair at Black Isle Group, UK Coaching and Scottish Salmon. Exec coach and owner of The Edge. Former BBC News Executive.

Michalis Michael

Michalis Michael

CEO at DigitalMR Ltd, a tech company in A.I. powered data analytics

Anna White

Anna White

Owner & Founder ScotlandShop.com

Ian Shapiro

Ian Shapiro

Reputation Manager at Pramaze

Agenda

10:00
Opening & Welcoming

10:10
Opening Interview

Russell Dalgleish insightful interview with Steven Alexander Boyd Digital about Customer Experience.

Russell and Steven will be discussing the ever changing methods and platforms that brands employ in order to communicate with their audience. In a world where we are swamped with ever more advanced forms of advertising, how does a brand stand out from its competitors and make an impression upon its audience? In a world of downloads and binge watching, what are the most effective ways in which to reach out and resonate to our audience?

10:45
New Rules of Customer Experience, Discussion Panel
How to improve Customer Service Experience?

Guest Speakers:

– Atholl Duncan, Chair at Black Isle Group, UK Coaching and Scottish Salmon
– Michalis Michael, CEO at DigitalMR Ltd
– Ian Shapiro, Pramaze.com
– Giles Etherington, Brand Creator at Brand Satellite
– Anna White, Owner & Founder ScotlandShop.com

 

11:45
Q&A Session & Closing Remarks

12:00
Business Networking & Matchmaking Session (£10 + Eventbrite fees, Free for Members)

13:00
End

Networking in Edinburgh

At the Edinburgh Business Show we aim to help you meet new connections, build new relationships, possibly new customers, peer support, potential suppliers, collaborations, partnerships and we will have a bit of fun too.

Business works best when it stays connected. Join our Business Networking session moderated by Colin McKeand, cofounder of Edinburgh Connections.

How to participate

Participation in the Panel Discussion is free of charge. We charge for the facilitation of the networking part with a limited number of tickets available. In addition, paid-ticket holders will have access to all webinar recordings, chat transcript and delegates list. Cost: £10 + Eventbrite fees. Free for EC Members

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Secure your participation by filling out the form below in 10 seconds.

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You will receive an email with instructions on how to join
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Grab a cup of coffee and tune in on 2nd December.

Book Now via Eventbrite

Got a Question?

Contact the organisers:

Bart

Colin

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