Designing and Improving Experiences at RWS

Building a best in class CX and EX programme is not a small feat. The best brands on the market want to create best in class CX and EX programmes that generate an accurate and consistent understanding of customers, employees and suppliers to build better experiences and positive business outcomes such as reducing churn & increasing referrals. This is something that RWS has partnered with Qualtrics to bring these programmes to life and provide effective and reliable insights and metrics.

This year the VoC team has built a CX programme blueprint until 2023 and gone live across relational plus various transactional touchpoints and journeys. We have produced Executive and VoC team dashboards along with a Salesforce integration and closed loop ticketing. 

The Employee Experience team is about to go live with their first Employee Engagement survey (Sept 2022) to help understand what is going well and how the employee experience can be improved to help create a great place to work. 

In this INTERACTIVE SESSION, we will be bring the CX team and the EX team together along with Qualtrics’ leading experience management strategists will work with you to establish how RWS can create an internal culture of excellence around customer and employee experience by using Qualtrics XM to maximise positive interactions.
 
AGENDA

BREAKFAST & WELCOME
 
THE EXPERIENCE MANAGEMENT VISION 
You know Customer Experience (CX) & Employee Experience (EX) well, but what do we mean when we talk about Experience Management (XM)? We will outline the vision for the future of XM, and explain how leading brands are using this holistic approach to differentiate and dominate their categories.
 
THE RWS XM JOURNEY TO DATE & VIEW FOR THE FUTURE
To help set the scene for the wider colleague group & our XM Strategists we invite both Emma Fisher (CX) and Caroline Davies (EX) to speak about their respective programmes, their journey to date, and their plans for the future in terms of experience management at RWS.
 
BREAKOUT SESSIONS – 2 GROUPS

CUSTOMER EXPERIENCE 
In this session, we’ll review a typical B2B customer experience programme and its touch points, journeys and relevant KPIs – including some new touch points for RWS such as digital, social listening etc. We will give an overview of The State of CX Management in 2022 with recently published content from the XM Institute. We will also touch on some case studies and how the programme can realise value.

EMPLOYEE EXPERIENCE 
Attract, retain and develop great employees In this session, we’ll deep-dive into creating a modern employee listening programme at RWS, and how to gather feedback to get the insights you need to improve engagement, motivation and performance for every employee.

SYNERGIES OF CX AND EX
In this workshop we will bring the groups back together to discuss how to realise the synergies between listening programmes (e.g. CX + EX) and how cross-analysing the 2 programmes can benefit your bottom line.

OVERVIEW OF TRAINING & RESOURCES
To bring the session to a close we will give an overview of the resources available for further enablement and training and an update on future events.
 
If you have any problems with registration, or have any questions about the event, please feel free to reach out to your event concierge contact Emma at ealsop@qualtrics.com