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THURSDAY, september 23

Agenda

  • Pre-Conference Activities
  • Day 1 (cancelled)
    • Keynote by world-leading neuroscientist Antonio Damasio
    • The Branded (Content) Brain
    • The Neural Mechanisms Behind Engagement
    • Emotion Polling with Photos
    • Measure Emotions in Focus Groups
    • Neuro’s Reliability in Testing Digital Ads
    • Validating Neuro Indicators on Media Touchpoints
    • Shaping Implicit Minds to Influence Consumer Behavior
    • Future-Proof Your Customer Experience
    • Expo Program 2020
    • Conference Dinner
  • Day 2 (cancelled)
  • Agenda
  • /
  • Day 1 (cancelled)
  • /
  • Future-Proof Your Customer Experience
Future-Proof Your Customer Experience
Thursday, September 23 - Main Stage

Roger Dooley's latest book, the award-winning Friction, offers a simple but critically important insight… friction, or unnecessary effort, change behavior. Even the tiniest bit of friction in customer experience reduces sales and new customer acquisition.

Even worse, existing customers who have a high-friction interaction are ten times as likely to be disloyal. Roger’s insight is based on research and illustrated with stories. His fast-paced keynotes will show your audience how damaging friction can be, and teach them how to spot non-obvious points of friction.'

Roger teaches us how to identify roadblocks, alter them for the benefit of both business and customers, and create positive, lasting change.

What the audience can learn:
- How friction in the customer experience impacts loyalty and corporate revenues
- Spot the inevitable points of friction in your organization, and learn about the tools and insight you need to eliminate them
- Inspiration for big and small changes that will create an effortless customer experience

See full agenda on Thursday, September 23
See full agenda on Friday, September 4

Register now »
NMSBA Events B.V. | +31(0)30 274 5848 | office@nmsba.com
  • Home
  • Agenda
    • Pre-Conference Activities
      • Opening Dinner
    • Day 1 (cancelled)
      • Keynote by world-leading neuroscientist Antonio Damasio
      • The Branded (Content) Brain
      • The Neural Mechanisms Behind Engagement
      • Emotion Polling with Photos
      • Measure Emotions in Focus Groups
      • Neuro’s Reliability in Testing Digital Ads
      • Validating Neuro Indicators on Media Touchpoints
      • Shaping Implicit Minds to Influence Consumer Behavior
      • Future-Proof Your Customer Experience
      • Expo Program 2020
      • Conference Dinner
    • Day 2 (cancelled)
      • The Science of Retail Displays
      • Sensates on the Skin: a Touchy Subject
      • Music Neuroscience to Capture Consumer Attention
      • What makes a good and motivating narrative
      • Telling More Impactful Stories with Digital Ads
      • Breaking the 10-Second Attention Span Barrier
      • The Persuasion Code
      • How LinkedIn Uses Neuro to Understand Brand Impact
      • Value of a Memory: Theory and Applications
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