Founder & Managing Partner
the Creative dots
12:30 – 13:00 | Keynote Lounge 1
Forget about Customer Service, CX is the new normal!
CX is every interaction, or touch point, your customer has with your brand. It not only includes the interactions (WHAT), but also the perceptions and feelings (HOWS) the customer experiences. Great CX is all about exceeding customer’s expectations, their expectations align with a brand’s value proposition, and this understanding of CX is transparent across the brand’s entire organisation. At an EVENT, brands enable participants to experience the brand’s promise. CX and experiential marketing meet in the creation of dynamic, rich, and emotional connections with brand followers and potential consumers that can generate FANS. At a particular event these connections occurring tend to be transactional and tactical; with CX, the connections occur continuously, consistently, and seamlessly at multiple touch points across channels along a Customer’s Journey.
Angeles Moreno is an internationally recognized expert in the Meetings & Events Industry. She has 20+ years of professional experience, 16 of them dedicated to her own event management agency. Recent past years, she has devoted the larger part of her time to her passion: strategic consulting. Her constant search to continue evolving and learning has taken her to specialize in Customer Experience and to create the consulting company the Creative dots (tCd). With offices in Madrid and Berlin, tCd is specialize in the design and implementation of Customer Centric procedures in the events sector and has developed its own innovative methodology: the tCd CX Methodology. During the year 2019 she has been appointed MPI’s Strategic Development Senior Advisor for Europe, to strengthen the European MPI presence through a consistent longterm value proposition for the entire community of members and partners, as well as find synergies of collaboration and strategic business planning. She also holds the tittle of Spanish Director of the Event Design Collective, implementing the innovative Event Canvas™ Methodology through workshops and consulting services.