Online Customer Experience

About

The buzz over social media tools and Web 2.0 is over. Its time to get serious on how your website and online channels can used to win over your target audience. Our Online Customer Experience Conference features successful NZ case studies with a strong focus on business processes and having your online channels strategy grounded in reality.

With case study presentations that cover the themes of usability, web metrics, social media, and online engagement and drawing upon a variety of organisations across both public and private sectors, this conference will tell just what actually works and can truly drive audience engagement.

Workshops

Workshop A:
Practical Techniques for Designing Intranets

The biggest staff complaint about intranets? They can’t find what they are looking for. With many organisations planning an intranet redesign in the next 6-12 months, it is crucial that the relaunched site actually works well for staff.

This full-day workshop provides a practical methodology for designing and redesigning intranets. Taking a user-centred approach, the workshop provides hands-on experience with a range of techniques, along with plenty of screenshots and discussions.

Topics covered on the day:
• What is your intranet brand and what does it convey to your staff
• Best practice user-centred design methodology
• Creating a robust intranet using card sorting and tree testing
• Usability testing and using staff feedback to enhance intranet development
• Designing page layouts
• Designing the homepage

James Robertson, Director, STEPTWO DESIGN
James is recognised as one of the world-wide thought leaders on the topics of web content management and intranet strategy. He has worked with many organisations in both the public and private sectors, including Fortune 500 companies and Federal Government agencies.

Workshop B:
Delivering a User-centric Online Experience

Your website like any other public channel is key to your brand. A good website will engage users and increase the chances of meeting your website KPIs be it making sales or providing information to the public.

In this workshop, attendees will be taken step by step through best practice customer service, how it relates to online communications and how to deliver a truly solid website and online strategy.
• Understanding the customer experience and examining the entire customer process
• Introduction to the marketing and IT teams – What they do and how they view the process
• Mapping out your online strategy and taking into account marketing and IT
• Web metrics – Finding out what you should be measuring, why and aligning your metrics with your organisational goals
• Understanding the marketing launch cycle
• Dealing with potential issues and managing roadblocks
• Building upon past success and failures

Alan Cox, Managing Director, LEFTCLICK LTD
Alan is a founder of LeftClick Ltd, he has been practising customer-centric design for well over a decade. His no-nonsense approach to website optimization has resulted in staggering increases in conversion rates and award wins with some of the big names in internet retailing both here in New Zealand and overseas.

Agenda

Sponsors