Renascence at ARCET Global's CX Conference: Leading the Way in Customer Centricity

Renascence proudly attended ARCET Global's Customer Centricity World Series 2024, a premier event dedicated to advancing customer experience (CX) practices worldwide. Held with great fanfare, the conference brought together industry leaders and innovators to celebrate achievements and explore the latest trends in customer-centric design.

By leading workshops on customer centricity and behavioral CX design, we empowered attendees to harness the power of behavioral economics in creating memorable and impactful experiences. The integration of the COM-B model further enriched the workshops, providing a robust framework for understanding and influencing customer behavior. The event brought together a diverse array of global brands, all dedicated to elevating their CX practices and celebrating their achievements. Renascence continues to be at the forefront of driving innovation and excellence in customer experience.

Leading Workshops on Behavioral CX Design

Renascence took center stage at the conference, leading three highly anticipated workshops focused on customer centricity and behavioral CX design. These workshops delved into the application of behavioral economics in crafting exceptional customer experiences.

Workshop Highlights:

1. Customer Centricity Fundamentals: This session introduced the core principles of customer centricity, emphasizing the importance of understanding and prioritizing customer needs at every touchpoint. Participants explored strategies to embed customer-centric thinking into their organizational culture.
2. Behavioral Economics in CX Design: In this workshop, attendees learned how to leverage behavioral economics to design experiences that resonate with customers on a deeper psychological level. The session covered key concepts such as cognitive biases, decision-making processes, and the impact of emotions on customer behavior.
3. Advanced Behavioral CX Strategies: The final workshop focused on advanced techniques for integrating behavioral insights into CX strategies. Participants engaged in hands-on activities to develop actionable plans for enhancing customer engagement and loyalty through innovative design practices.

Integrating COM-B for Behavior Change

A key aspect of Renascence's approach presented at the workshops was the integration of the COM-B model for behavior change. This model identifies three critical factors: Capability (C), Opportunity (O), and Motivation (M), which together influence Behavior (B). By understanding and addressing these factors, organizations can design more effective customer experiences. For example, enhancing a customer's capability through education and support, creating opportunities for positive interactions, and motivating them with personalized incentives can lead to more meaningful and lasting behavioral changes. The COM-B framework provides a structured way to analyze and improve customer journeys, ensuring that each touchpoint encourages the desired behaviors.

A Global Gathering of Industry Leaders

The conference was a melting pot of ideas and experiences, with multiple brands from around the world in attendance. Notable companies such as Sber, VTB, Alfa-Bank, Talabat, EmiratesNBD, Rakbank, and many others participated in the workshops, eager to learn about the latest practices and innovations in customer experience.

Celebrating Excellence in Customer Experience

In addition to the insightful workshops, the event also served as a platform to recognize and reward remarkable achievements in customer experience. Companies were honored for their exceptional contributions across various CX disciplines, showcasing best practices and inspiring others to strive for excellence.