The Secret Sauce of CX - Subscription Strategies to Win Customer Loyalty

Subscription businesses are booming!

A whopping 90% of the UK population now subscribes to some form of products or services. Whether it's groceries, beauty products, software or even toothbrushes - we want it all delivered, hassle-free and on a regular basis.

According to Gartner, 70% of companies worldwide either have already deployed or are looking into deploying subscription services. But these companies must also deliver something else aside from regular services. That something is a next-level CX.

In a subscription-based business model, the customers (subscribers) and their relationship to the brand are at the very heart of the business.

Whether you're a subscription-based brand or not, come along and get inspired by the movers and shakers in this new landscape to put your customers at the centre of your business strategy and to boost loyalty and retention.

Oh, and the event is of course free!

Program

5:00-5:30 Arrival, grab a drink and a bite to eat

5:30-5:45 Mads Fosselius (Dixa)

5:45-6:00 Elizabeth Glover (Zuora)

6:00-6:15 Break

6:15-6:30 Dr. Charlotte Duke (London Economics)

6:30-6:45 Magda Kolesinski (Oddbox)

6:45-7:00 Christian Colding (Dixa)

7:00-7:15 Break7:15-7:45 Panel discussion: Gunnar Jakobsson (Sonos), Finn Hansen (Pricebeam)

7:45-8:00 Wrap-up

8:00-9:00 Food, drinks and networking

Speakers

Mads Fosselius, CEO, Dixa

Mads will be welcoming participants and setting the stage for discussing excellent customer experience. With 20+ years of experience in the telco and contact centre software industries, Mads has seen the evolution of customer engagement and will be able to give participants insight into the importance of brands delivering personalized customer experiences that aims to build long-lasting relationships.‍

Elizabeth Glover, Marketing Director Europe, Zuora

Over 10 years ago, Zuora's founder Tien Tzuo recognised that the consumer preferences were changing - they want outcomes, not ownership. Customisation, not generalisation. Constant improvement, not planned obsolescence. The result? Businesses were changing the way they sold their products and services. He called (and trademarked) this the Subscription Economy®. In this new era, it’s all about relationships. As Head of International Marketing at Zuora, Elizabeth has seen this trend shape businesses around the globe and will share the new types of business models emerging that are designed to offer a better customer experience and keep customers consistently engaged in long-term relationships—think Netflix, Amazon Prime, Uber, Spotify and Box. Join us to find out how this trend is shaping businesses around the globe.‍

Dr. Charlotte Duke, Partner, London Economics

Charlotte has extensive experience advising both private and public sector clients on the application of behavioural economics, such as the European Commission, the European Parliament, UK regulators etc. She will be introducing the audience to the behavioural economics toolbox and how it can help us understand the modern subscription consumer. What habits and needs are driving the increase in subscription-based businesses on the customer side? And what practical behavioural tools can brands use to strengthen subscription relationships? Charlotte will offer 2-3 concrete nudges for brands to implement in order to build long-term relationships with their customers.

Magda Kolesinski, Marketing Director, Oddbox

Oddbox is a subscription-based company, fighting the environmental impact of food waste one box of wonky produce at a time. Whilst Oddbox is looking to lower our expectations of how fruit and vegetables should look, they’re not asking their customers to lower their expectations when it comes to receiving an epic service experience every time. Magda will be talking about how Oddbox’s Customer Happiness Team aims at keeping their community of environmentally-minded subscribers consistently impressed and coming back for more.‍

Christian Colding, VP of Product, Dixa

Christian is VP of Product at the world’s first Customer Friendship Platform and will be discussing how friendships can be a guiding principle for organizing how you engage your customers. Customers have more choices than ever, and they truly care about how they’re being treated. They want to reach their favorite brands on whatever channel’s convenient to them, they want to reach the most relevant agent fast, and they want to be met with recognition and understanding. How can brands deliver on all these parameters? Well, according to Christian, they can start by asking themselves: “Would I do this to a friend?”.‍

Gunnar Jakobsson, Senior Manager of Customer Experience, Sonos

Gunnar handles customer relations in Sonos, a consumer electronics company that delivers high-quality sound systems to homes all over the world. Sonos has this year launched Sonos Flex, which allows their customers to enjoy flawless sound on their speakers on a flexible subscription model. Gunnar will be talking about how this recent foray into subscription services makes sense for relational-first companies like Sonos.

Finn Hansen, Co-founder & Chairman, Pricebeam

Pricebeam is a customer-centric consultancy that helps brands take the guess-work out of figuring out what their customers want and what their willing to pay for it. Finn helps brands figure out how to structure and implement subscription services for brands that are looking to build strong, ongoing relationships with their customers.