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After a fantastic weekend of customer experience learning and development in Nottingham on Friday 14th and Saturday 15th June, Cx Congress is over for another year. In response to delegate requests, for the first time this year's event featured a Friday 'deep dive' into a core Cx topic - end of life care. Dr Mary Gardener DVM, of US veterinary hospice and in-home euthanasia practice Lap of Love, shared practical tips and valuable advice to help practice teams manage this most difficult aspect of veterinary life. As she explains, "Helping families say goodbye to a beloved pet is a difficult yet important part of the human-animal bond. Creating a loving and nurturing environment for both pets and owners is instrumental in helping them to find closure at such a difficult time."
The packed Saturday Cx Congress 2019 agenda was kicked off in style by opening speaker Linda Moir - leader of the phenomenal customer focused 'Games Makers' team at the London 2012 Olympic and Paralympic Games, and ex-Virgin Atlantic customer service director; responsible for the brand's successful 'Brilliant basics, magic touches' initiative.
Following Linda, a host of eminent clinicians, managers, academics and customer care experts presented a wide range of customer experience case studies across four content streams; allowing customer care teams, managers and clinicians to choose the sessions most relevant to their roles. Recognising the unique challenges facing animal health care professionals when recommending prescription medication, this year also featured a new SQP workshop programme.
Topics covered included:
· Key learnings from the Vet Mediation Service
· Building web chats into the customer journey
· Providing great dental consults
· How to achieve the Practice Standards Scheme Customer Service Award
· The benefits of fixed pricing for the customer experience
· Building a Cx friendly culture
· Optimising consults
Onswitch Operations Manager Sophie Dainty was thrilled that the event was so well received by both delegates and speakers. "Each year so much thought and planning goes into making Cx Congress a success, from choosing the menu to ensuring a varied range of speaker styles and topics. Speaking to attendees from practices across the global, it was great to see so many people fired up and keen to put their learnings into action back at work on Monday. The customer experience plays such a crucial role in practice life and so it's very rewarding to be able to help new starters and experienced team members grow their confidence and develop new skills. We hope to see many of our old and new friends back next year for Cx Congress 2020 - put the 12th and 13th of June in your diaries now!"
For more information on Cx Congress, or the associated Cxclub, please contact Sophie on: 01476 565 343 or email hello@cxclub.care
www.cxclub.care