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21 of the world’s leading customer experience minds make up your speaker panel, 80 of the most senior Customer Experience executives in attendance, and the market’s most cutting edge solution providers on hand to provide you with focused one-to-one consultations, specifically tailored to assist with your top projects and challenges, can you really afford not to be there? www.CustomerExperienceExchange.com
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www.CustomerExperienceExchange.com
November 15th – 17th, 2010
DELEGATEINFORMATION PACK
Valuable information & some very good speakers.Global Director of Customer Care, Bit Defender
Key topics to be discussed this year include: • Maximisingcustomerprofitabilitythroughoutthecustomer lifecycle
• Aligningcustomerexperiencewithyourglobalcorporate strategy
• Deliveringanintegratedandseamlessmulti-channel experience
• Creatingandmaintainingacustomerobsessedculture
• Capturingvoiceofthecustomertodrivechangeand businessimprovements
• Achievingmaximumefficiencythroughprocessre-design andre-engineering
• Keepingupwithtechnologyintheaftermathofaglobal recession:Howtomaketherightinvestmentdecisions
• Drivingasuccessfulandconsistentonlinecustomer experiencewithmeaningfulhelp&support
• Incorporatingsocialmediaintoyourcurrentcustomer experiencestrategy
Welcometothe2010CustomerExperienceExchangeIt’samyththatduringtougheconomictimesyouhavetochoosebetweencustomerexperienceandoperatingcosts–infactitcostsfarlesstodeliveragreatcustomerexperiencethantoserviceabadone!
However,highcustomerexpectationsandmarketsaturationmeanthatcustomerexperienceisthe‘new’competitivedifferentiator.Thisalongwithorganisationslosingcontroloftheirbrandsduetotheupsurgeinsocialcommunicationisresultinginacomplexmyriadofcustomerengagementopportunities.
TakingplaceNovember15th,16thand17th,theCustomerExperienceExchangetacklesthesechallengesheadonbybringingtogethertheworld’sleadingmindsincustomerexperienceandstrategicmanagement.Thismeetingprovidesseniordecision-makerswithauniqueopportunitytodiscussanddebatebestpracticeandpracticalsolutionswiththeirinternationalpeers.Everyattendeewillwalkawaywithclearnextstepstodeliveringanon-demandmulti-channelservice,andonethatisalignedwithcorporatebrand,deliveringmaximumprofitatminimumcost.
Yourexpertfacultyincludes:
WhyyoucannotaffordtomisstheCustomerExperienceExchange2010
AndrewGerrie, Co-founder&CEO,Lush
IngridLindberg, ChiefExperienceOfficer, CIGNA
BradNichols,SeniorVicePresident&GlobalHeadofCustomerExperience,Thomson Reuters
StefanSchäfer,VicePresidentITCustomerSolutions,Deutsche Telekom
GaryFox,GlobalDirectorof CustomerExperience,Dell
AndrewWilliams,Group DirectorCustomerExperience Strategy,Orange
GrahamWebster,Director ofCustomerExperience, Telefónica O2 Europe
HaimRomano,formerPresident&CEO,EL AL
TishWhitcraft,SeniorVicePresident,CustomerExperienceandOperations,MySpace
BruceTemkin,Customer ExperienceTransformist& ManagingPartner, Temkin Group
JayTopper,SeniorVicePresident,CustomerSuccess,Rosetta Stone
RicardoBerrio,DirectorofCustomerService,Xerox Europe
CeciliaWeckström,Director, ConsumerInsight&Experience Innovation,LEGO Group
FedericoCesconi,Directorof BusinessIntelligence, Cablecom
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
WithanumberofsubtlebuthighlyimpactfulchangestakingplaceacrosstheExchangeportfolio,theCustomerExperienceExchange2010willofferyoutrulyuniquelearning&networkingopportunities.Don’tmisstheopportunitytotakeadvantageof:
•Thisuniqueinvitation-onlyforumfeaturingsenior executivesonlyfromleadingnationalandinternational corporations
•Unsurpassedformal and informal networking opportunities toshareandexchangeideasandconceptswithyourglobal counterparts
•Benchmark your current strategies and initiativeswith otherleadingcorporationsinourexclusiveThinkTank discussions
•Meetthemarketleadingserviceandsolutionproviders relevanttoyourbusinessneeds,infocused one-on-one business meetings
•Takepartinawiderangeofconference and discussion sessionsledbypeer-levelpresenters,sharingcase-studies, bestpracticesanduniqueprogrammeupdates
•Your own customised itinerary.Selecttheconference sessions,ThinkTankdiscussionsandbusinessmeetings thatmatchyourspecificinitiativesandcurrentbusiness needs
Very good workshops.
So interesting that I had no
time to check my Blackberry
during these sessions
Head of Customer Service
Europe, DHL
Great place to exchange experiences and ideas around this subject with a
wide variety of companies and service providers
Head of Client Services, ING
• CustomerFeedback/MarketResearch• CustomerComplaintsManagement• CustomerInsight• CustomerLoyalty• CustomerSatisfaction• CustomerAnalytics• CustomerInteractionManagement• Multi-ChannelBrandManagement• MultiChannelIntegration• EmployeeLoyalty,RewardsandIncentiveProgrammes• ChangeManagement• Recruitment• Training&EmployeeDevelopment• OnlineCustomerExperience/WebPortalEnhancement• SocialMedia/OnlineCommunities• UnifiedCommunications• PerformanceManagement• ProcessExcellence/SixSigma/Lean• SmartAgentDesktop• CRMSolutions• VirtualAgents• Call/SkillsBasedRouting• Outsourcing• IVR(InteractiveVoiceResponse)
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
Whoyouwillmeet CustomerExperienceExchangeDelegates To ensure Exchange offers the highest degree of relevancy, only VPsandDirectorlevelexecutivesareinvitedtoattend.Thisexclusiveformatallows you to connect with those peers whose insights you respectmost-throughexceptionalnetworking,businessmeetingsandstrategicinformation-sharing sessions. The primary job functions of attendingdelegatesinclude:
Representation from key industries, from B2C and B2B organisationsinclude:
GlobalHead/VP/Directorof:• CustomerExperience• Marketing• Sales• CustomerService• CustomerStrategy
• Consumer/CustomerInsights• BusinessProcess Management• OnlineCustomerExperience
• Telecommunications• Financialservices• Retail• Travel• Hospitality
• IT• Manufacturing• ConsumerServices• Media
CustomerExperienceExchangeSolutionProviders SolutionProvidersare invitedbasedon the requirementsofattendingdelegates. The solution providers at the Customer Experience Exchange specialiseinthefollowingareas:
Yourtimeisvaluablewhichiswhyyouareinthedriver’sseat Customise yourown itinerary to reflect your current initiatives,prioritiesand futurestrategicobjectives.Youritinerarywillconsistofconference sessions,one-to-one business meetingsandoursignatureThink Tank discussions:
Conference Sessions The highly crafted conference sessions reflect the strategic issues that seniorexecutiveshaveidentifiedasprioritiesduringourlengthyresearchprocess.Youwillchoose from a selection of plenary and concurrent sessions covering a myriad ofissuesthatwillcreatethefoundationofyouragenda.
One-to-One Business Meetings Anintegralpartofyouragendaistheone-to-onebusinessmeetingswithleadingserviceproviders.WhenyouregisterfortheCustomerExperienceExchange,youareaskedtoidentifythesolutionsandservicesyouarecurrentlyconsidering.Wetheninviteleadingexpertswhocansupplyproblem-solvingprescriptionsforyourbusiness.
Prior to theExchange, youwill beable toassess the serviceproviderswhowill beattendingandselect6-8whooffersolutionsthatmatchyourinitiativesandpriorities.
Yourselectionsarethenincorporatedintoyourcustomisedagenda.Theseprivate30minuteone-to-onemeetingsgiveyoutheopportunitytohearfromleadingspecialists,whoseindustryknowledgeandexperienceenablethemtomakeavaluablecontributiontotherequirementsofyourbusiness.
This unique aspect of the Customer Experience Exchange serves to simplify theprocessforsourcingnewsolutions,switchingyouontoanswersthatareworkingforothers,andofferyouearlypreviewsofemergingtechnologies.
Think Tank Discussions OursignatureThinkTanksessionsencouragediscussion,debateandlearninginanunscripted and informal setting. You can choose to participate in these interactiveroundtablestylesessionsontopicswhicharefront-of-mindissues.YouwillbeabletoselectfromarangeofThinkTanktopicswhichwillbeincorporatedintoyourpersonalitinerary.
These30minutediscussionswillbemoderatedtoensurethatthediscussionsstayoncourseanddelivermaximumbenefittoyou.Askquestions,shareexperiencesandideas,andfindanswerstoyourimmediateconcerns.
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
November 15th – 17th, 2010
WELCOME: MONDAY NOVEMBER 15
DAY ONE: TUESDAY NOVEMBER 16
Customer Experience Exchange 2010
14.00 – 15.00 Coffee & Registration
The Road to Success15.00 – 15.30 The Customer Experience Journey: A Road Worth Travelling OPENING KEYNOTE •UsingBruce’slatestresearchfindings,examinethecurrentstateofcustomerexperienceADDRESS •Assesskeycompetencesthatcompaniesneedtomastertoensuretheircustomerexperiencewillpositionthemasmarket leader •Findouthowyoucanaccelerateyourjourneytosuccess Bruce Temkin,CustomerExperienceTransformist&ManagingPartner,Temkin Group&FormerVP &PrincipalCustomerExperienceAnalyst,Forrester
15.30 – 16.00 Service Excellence & Business Growth: A Match Made in Heaven BasedonhisextensiveexperienceastheformerPresidentandCEOofELAL;themostfamousandprestigiousIsraeliairline, andbeforethat,theFounderandDeputyCEOofOrangeIsrael,Haimstronglybelievesthatkeepinglongtermrelationshipswith customersandsuppliers,andprovidinganoutstandinglevelofcustomerserviceareessentialtothesustainablegrowthand profitabilityofanycompany. •UncoverHaim’scompellingstoryofhowheintegratedhispassionfordevelopingcustomerserviceandbuildingcustomer trustintoELALandOrangeIsrael •Examineleadingcompanieswhohaveweatheredtheeconomicstormandfindouthowtoreplicatetheirsuccess •AssesshowtheutilisationofadvancedITsystemsandinvolvementinsocialnetworksshouldcontributetoyour relationshipwithcustomersandasaresult,increasetheprofitabilityofyourcompany Haim Romano,FormerPresident&CEO,EL AL
16.00 – 16.30 Driving Customer Experience from the Top Down: The Only Way for Customer Experience to Succeed •Whydeliveringagoodcustomerserviceisneverenough •ACEO’sconstraints:Whataretheyandhowyoucanhelpsupportthem? •FindouthowLUSHpositionsthecustomeratthecentreofeverythingtheydo Andrew Gerrie,Co-Founder&CEO,LUSH
16.30 – 17.15 Ice-Breaker Networking Session Brandedas“thebestnetworkingsessionI’veeverattended”byanumberofpastExchangedelegates,thisstructured networkingsessionistheidealopportunityforyoutocapitaliseonyourtimeoutoftheofficebyspeakingtoeachofyour internationalpeersinattendance.
Thisuniquesessionallowsyoutofindout-withinjustfiveminutes-ifit’sworthmeetingupwithsomeonelaterinthedayof whetherthere’sapossibilityofafuturebusinessrelationship.Nowhereelsewillyougainsuchanin-depthunderstandingof whoiswithinyourglobalnetwork,andwheretheirshortandlongtermprioritieslie,offeringyouagreatchancetobenchmark yourowndevelopment.
17.15 – 18.15 One-to-One Business Meetings / Think Tank
18.15 – 19.30 Free Time
19.30 Welcome Drinks Reception & Gala Dinner
08.00 – 08.30 Morning Coffee Break
08.30 – 08.45 Chairman’s Welcome & Introduction
Market Trends
08.45 – 09.15 Keeping up with Technology in the Aftermath of a Global Recession: What, Why and How? Theimportanceofusingtherighttechnologytomeetandexceedcustomerexpectations •Whythesmartdesktophasbecomeafocusforsomanymarketleaders •Analyticsastheessentialtoolforanycustomerexperienceprogramme •Whyandhowtomaketherightinvestmentdecisions Stefan Schäfer,VicePresidentITCustomerSolutions,Deutsche Telekom
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
November 15th – 17th, 2010Customer Experience Exchange 2010
09.15 - 09.45 Mind the Gap: Achieving Customer Loyalty Across Generations MindtheGapisahumour-filledexplorationofthedifferentgenerationalvaluesystems.Understandwhyyoungerandolder customershavesuchdifferentexpectationsandapproachestolife,andwhyloyaltymeansdifferentthingstopeoplefrom differentgenerations.Deanwillshowyouhowbytappingintopeople’svaluesystemsyoucanimprovecustomerrelationships andbuildstrongerconnectionswithyourcustomers.Applytheinsightsimmediatelyandchangeyourcompanyforever. •Developaclearunderstandingofwhatdrivesloyaltyandbuyingbehavioursfordifferentgenerations,andmostimportantly,why •Findouthowtoconnectmoreeffectivelytotheunderlyingvaluesthatdriveattitudesandbehaviourofdifferentgenerations •Gainnumerouspracticalideasofhowtoimproveinter-generationalconnections,specificallyrelatingtopeoplestrategy,sales andmarketing •Havetheabilityandresourcestotakegenerationalunderstandingbacktotheofficeandempowerstaffandleadersto understandandapplytheseinsights Dean van Leeuwen,Co-Founder,TomorrowToday International
Join The Debate: Are Customers Loyal to Your Product or Your Brand?
09.45 – 10.30 Does Your Customer Experience Engender Loyalty? INTERACTIVE PANEL Attendthisinteractivedebatefeaturingarangeofleadingbrands-thoseseenasconveniencebrandsandthoseseenasDISCUSSION fashionbrands–andfindouthowtheyapproachcustomerexperience.Keyquestionswillbeaddressedduringthissession including: •Doescustomerloyaltystillexistandifso,forhowlongwillitcontinue? •Howisyourbrandviewedbyyourcustomersandshouldthisimpactthewayyouengagewiththem? •Howarecustomerexpectationsimpactingcustomerloyalty? •What’snextaftersocialmedia? Your panellists include: Ingrid Lindberg,ChiefExperienceOfficer, CIGNA Caroline Green,CustomerServiceDirector,Ryan Air Cecilia Weckström,Director,ConsumerInsight&ExperienceInnovation,LEGO Group Dean van Leeuwen,Co-Founder,TomorrowToday International
10.30 – 11.30 One-to-One Business Meeting
The Corporate Approach
11.30 – 12.00 Big Oil, Tobacco and Health Insurance: The Least Trusted Industries in America •Examiningtheproblem:WhydoAmericansdistrustthesystem? •FindoutwhatCIGNAdecidedtodotogainbackthetrustoftheircustomers •AssesstheresultsofCIGNA’sworktodate-24monthsintotheirjourney-customersatisfaction,corporatebuy-inandROI Ingrid Lindberg,ChiefExperienceOfficer,CIGNA
12.00 – 12.30 Single System, Single Process, Single Service: A Help or Hindrance? •FindoutwhyXeroxismovingtowardsamoretechnologyfocusedservicedeliveryplatformtodeliveraconsistentlevelof servicetocustomersrightacrosstheglobe •ExaminetheVOCandLeanSixSigmaprogrammethathasenabledinformeddecision-makingforfuturetechnology investments •GainclearinsightsintowhyintheB2Bmarket,closeproximitytotheendcustomerisanabsolutenecessityfor deliveringcustomerexperienceexcellence •Assesstheprosandconsofdelivering‘asingleservice’ Ricardo Berrio,DirectorofCustomerService,Xerox Europe
12.30 – 13.00 Transforming an Organisation through Customer Experience and Corporate Strategy Alignment •DelveintothecommercialrationaleforturningCustomersintoFans •Assessthecriticalnatureofseniormanagementcommitmentandleadershipinevolvingyourcustomerexperience programme •BuildacommonstrategicCustomerPromiseapproachacrossfunctionstoimprovecorporatestrategyalignment •Engagepeopletocreateanddeliverimprovedcustomerexperiences Graham Webster,DirectorofCustomerExperience,Telefónica O2 Europe
13.00 – 14.00 One-to-One Business Meetings / Think Tank
14.00 – 15.00 Seated Networking Luncheon
15.00 – 16.00 One-to-One Business Meetings / Think Tank
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
November 15th – 17th, 2010Customer Experience Exchange 2010
Metrics & Measurements
16.00 – 16.30 Event Based Experience Measurement & Monitoring: Driving Operational Performance & Behaviour of Staff with Tangible Experience Measures •Usinganindividualengagementexperienceasatriggerforcustomerexperiencemeasurement •Evolveyourloyaltyprogrammefromprovidinga1000ftviewofyourcompany,todetailedandactionablemeasures •Assesstheimpactofadaptinginternaltargetstorelatewithcustomersatisfaction Brad Nichols,SeniorVicePresident&GlobalHeadofCustomerExperience,Thomson Reuters
16.30 – 17.00 Tools & Techniques for Delivering a 360˚ Customer Experience for Maximum Business Gains •Findouthowtocreateamulti-channeldashboardforacompleteviewofyourcustomerjourney,interactionsandtouchpoint activities •Examinebestpracticemethodsforintegratingcustomerexperienceanalysisacrossallchannels •Assesstherangeofinsightsdeliveredbyatruemulti-channelCustomerExperienceManagementtoolandthebusiness impactsitcanprovide Federico Cesconi,DirectorofBusinessIntelligence,Cablecom
Customer Culture 17.00 – 17.30 Building Climate & Culture: The Importance of Engaging Your People to Deliver the ‘Perfect’ Customer Experience “Thequalityandhistoryofyourrelationshipsisperhapstheonlysourceofcompetitiveadvantagethatultimately cannotbecopied” •Developaclearunderstandingoftheroleyourpeopleplayinmanagingthe‘perfect’customerexperience •Examinearangeofclimatesthatfosterabestpeopleandbusinessperformanceculture •Delveintothe‘common-enemy’ineverybusiness–whoisyours? •Assesstherelationshipbetweenorganisationalclimateandcustomersatisfactionandretention •Findourhowtocreateauniqueclimateforyourorganisation Moira Clark,ProfessorofStrategicMarketing&Director,HenleyCentreforCustomerManagement, Henley Business School
STREAM A: B2C Inspiring Employee Happiness to Engage and WoW your Customers!17.20 – 17.50 •Activelymanageyourculturetoacommittablesetofcorevalues •Leadbybuildingopenandhonestrelationships,notjuststrategy •Loosenup,andlosecontrol!Empoweryourteamtohelpsetthecourseandevaluatetheirownperformance •Havehighexpectationsandaccountabilityatalllevelsthroughtheorganisation Rob Siefker,SeniorManagerCustomerLoyalty,Zappos.com
STREAM A: B2B Customer Experience at the Centre of a New Product Launch 17.20 – 17.50 •FindouthowPlatformdevelopedbrandnewaccounthandlingandservicesupportprocessestopositionthecustomeratthe heart of the business •AssesstheimpactofPlatform’stransformationoncustomersatisfaction,advocacy,customerfeedbackandprofit •Gaininsightsintotherangeoftrainingmethodsadoptedforclientfacingstaffaswellasbackofficefunctions Lee Gladwell,Sales&MarketingDirector,Platform, Co-Operative Financial Services
18.00 – 18.30 One-to-One Business Meeting
18.30 – 18.45 Chairman’s Close
18.45 – 19.30 Free Time
19.30 Evening Networking Cocktail Reception
09.00 – 09.30 Chairman’s Recap & Introduction to Day Two
Exceeding Customer Expectations09.30 – 10.00 Revenue or Customer Delight? How to Deliver One by Using the Other •Findouthowtomeetyourcustomers’ultimateexpectation:Movingfromcustomersatisfactiontocustomersuccess •Overcomethechallengeofservingaworldwidecommunitywithaconsistentservice,productandbrand •Embrace,enhanceandenergiseyourcustomers’channelsofchoicebyoptimisingyourrangeofservicechannels Jay Topper,SeniorVicePresident,CustomerSuccess,Rosetta Stone
DAY TWO: WEDNESDAY NOVEMBER 17
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
November 15th – 17th, 2010Customer Experience Exchange 201010.00 – 10.30 Delighting Your Customers to Set You Apart: Dell’s Successful Strategic Plan •FindouthowDelliscommittedtolisteningtoitscustomers,tousingthatinsighttomaketechnologysimplerandtocreate innovativesolutionsthatdeliverreliable,long-termvalue •HeartheDellstoryofthecompany’sfocusondelightingcustomersateveryinteractionandmeasuringtheimpactofthe customerexperienceusingNetPromoter •Withthenecessaryexecutivesupportinplace,findouthowDelldevelopedstrategicprogrammestoaddresscustomer concernsandtodotherightthingforthecustomer •DevelopanunderstandingofhowDellharnessesthesimplicityofNPStohelpmaketheemotionalconnectionforteam membersastheybecomeBrandAmbassadors Gary Fox,GlobalDirectorofCustomerExperience,Dell
10.30 - 11.00 One-to-One Business Meeting
Driving Customer Focused Business Improvements 11.00 – 11.30 Building Customer Advocacy: How Orange is Driving Business Transformation across Europe •FindouthowOrangeanalysethecustomerjourneytodevelopanunderstandingofhowtheircustomersratethemversusthe competition •Establishthebusinesscase:Provingthevalueofimprovingcustomerexperience •Drivingchange:Settingthegoalandincentivisingmanagement •Supportactionplanningbyleveragingcustomerresearchtounderstandthecoredriversofexperienceandidentifytheright stepstoimproveadvocacy Andrew Williams,GroupDirectorCustomerExperienceStrategy,Orange
STREAM A: B2C Listen, Involve, Improve: Bringing the Customer into Every Part of your Experience Innovations11.30 – 12.00 •FindouthowLEGOhasdramaticallyimprovedcustomerloyaltybycapturingthevoiceoftheconsumerandusingit todriveinnovationandbusinessimprovements •Understandhowconsumeraffinitydrivesexpectationsofyourbrandexperience •Buildaclearunderstandingofthebenefitsgainedbyinvolvingconsumersindeliveringexperiencesthatarereal,rightand relevant Cecilia Weckström,Director,ConsumerInsight&ExperienceInnovation,LEGO Group
STREAM B: B2B Enhancing the Client Experience throughout the Entire Lifecycle of the Relationship: A Case Study11.30 – 12.00 from Deutsche Bank •Takingatrulyholisticview:Criticalsuccessfactorsforimplementingyourclient-centricbusinessstrategy •Aligningtheorganisation:Whyanenabling,multi-disciplinarygovernanceprogrammeiskeytobeingsuccessful •AssesstherolethatBusinessProcessManagement(BPM)canplayinsupportingamoreconsistentsolutiondeliveryglobally •Globalconsistencyvs.countryspecificity:Findoutwhygreaterprocessorientationandlocalflexibilityarenotmutuallyexclusive Dirk Kronshage,DirectorGlobalTransactionBanking,Deutsche Bank
12.00 – 13.00 One-to-One Business Meetings/ Think Tank
13.00 – 14.00 Seated Networking Luncheon
14.00 – 15.00 One-to-One Business Meetings/ Think Tank
The Future of Customer Experience?
15.00 – 15.30 Using Mobile & Social Engagement to Enhance the User Experience •Takehomekeyinsightsintowhybuildingasocialexperiencewilldeliverresultsforyouandyourcustomers •Assesstheimpactofgoingmobileonyourcustomers’journey •Establishaclearunderstandingofwhyandhowbettermeanscheaper Tish Whitcraft,SeniorVicePresident,CustomerExperienceandOperations,MySpace
15.30 – 16.00 Customers in Control & Their Impact on the Future of Your Business: Examining the Future of Outbound Contact in Relation to Social Media Development •Assesskeyfindingsfromrecentresearchdemonstratingthepowerofblogsearchesvs.Google •Developaclearunderstandingofwhyyourcustomerscanandwill,changetheshapeoffuturecommunications •Whatareyougoingtodoaboutit?5thingsyoucandoasalargecorporationtoridethetsunamiofchangethat’sfast approaching Professor Morris Pentel,Chairman,Customer Experience Foundation
[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
November 15th – 17th, 2010Customer Experience Exchange 2010
16.00 – 17.00 Assessing the Business Impact of Online Social Networks & How to Manage the Change CLOSING INTERACTIVE Presented by these New ChannelsPANEL DISCUSSION WillnetworkslikeLinkedInandFacebookbehereinthreeyearstime,orwilltheyfollowinthestepsofBebo?Withsucharapid paceofchange,howareyoucapitalisingonthemassesofpotentialvaluedeliveredthroughsocialnetworks,whilststaying agile?Thispanelgivesyoutheopportunitytoasktheexperts.Findouthowamultitudeofindustryleadersarecopingwiththis conundrumandwalkawaywithinsightsinto: •Whattypesofsocialnetworkinginitiativesarehavingthebiggestimpactonbusinessestoday •Howsocialmediacanbeusedasatoolforcollaborationandcommercialisationwithinyourbusiness •Changingconsumerbehavioursandtheircontroloveryourbusiness YourPanellistsInclude: Tish Whitcraft,SeniorVicePresidentCustomerExperienceandOperations,MySpace Federico Cesconi,DirectorofBusinessIntelligence,Cablecom Professor Morris Pentel,Chairman,Customer Experience Foundation Moira Clark,ProfessorofStrategicMarketing&Director,HenleyCentreforCustomerManagement, Henley Business School
17.00 Chairman’s Close & Exchange Adjourns
OursignatureThinkTanksessionsencouragediscussion,debateandlearninginanunscriptedandinformalsetting.Youcan choosetoparticipateintheseinteractiveroundtablestylesessionsontopicswhicharefrontofmindissues.Youwillbeable toselectwhichThinkTanksyouwishtoattendandtheywillbeincorporatedintoyourpersonalitinerary.These30minute discussionswillbemoderatedtoensuretheystayoncourseanddelivermaximumbenefittoyou–somakesureyouask questions,shareyourexperiencesandchallengeeachothertoensureyoufindarangeofsolutionstotheimmediateobstacles youface.
Why Customer Loyalty is Like ‘Herding Cats’Facilitatedby:Dean van Leeuwen,Co-Founder,TomorrowToday International
Bringing the Customer Inside: Customer Panels as a Tool for Delivering Great Value for Them, and for You
Many Channels, Same Great Service: Secrets to Delivering a Seamless Multi-Channel Experience
Business Process Excellence: To Outsource or Not to Outsource
30 MINUTE THINK TANK TOPICS
I took away several key ideas to implement at my company
Vice President, Global Customer Care, Match.com
Fantastic experience - given me enough ideas to scope the next 18
months worth of work to deliver customer experience objectives
Head of Customer Experience, T-Mobile
Join us on...
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[email protected] (0) 207 368 9484www.CustomerExperienceExchange.com
WhatYourParticipationIncludes: Thisexclusiveeventisstrictlyforseniorexecutives.Ifyouhaven’treceivedaninvitationtothiseventandwouldliketoknowifyouqualifytoattendpleasecall+44(0)2073689484,emailexchangeteam@iqpc.comorfillinaninvitationapplicationonlineatwww.CustomerExperienceExchange.com
Customer Management IQ; a division of IQPC, is a forumfor sharing ideas, best practices and solutions withinthe business community. Simply put, you can interact,share solutions to your business problems with anincredible network of authoritative sources and practicingprofessionals.It’seasy.It’sfast.It’sfree.
Thankyoutoourmediapartners,allofwhomhaveawealthof information for covering the latest and most pressingissuesincustomermanagement.Pleasevisitourwebsitewww.CustomerExperienceExchange.comformoreinformationon thesekeypublicationsandportalsand tofindouthowyoutoocanbecomeapartneroftheCustomerExperienceExchange.
CustomerManagementIQ’sSupportingOrganisations
Eye-opening event; got me looking in completely different way at my work
Head of Technical Support EMEA, Kaspersky Lab
There are so many elements of customer experience-this event covers them all, gets the right people talking about
the customerDeputy Head of Customer Experience, Orange Business Services
Two-day Exchange Pricing EarlyBookingRate StandardPrice
£599+VAT £799+VAT
Toapplyforaninvitation,pleasecontacttheExchangeteam:Telephone:+44(0)2073689484Online:www.CustomerExperienceExchange.comEmail:[email protected]
Participationforqualifyingdelegatesincludes: • 2nightsaccommodationatthevenue*• Accesstothesecurepre-eventwebsitetocustomiseyourschedulefortheExchange• SelectionofThinksTanks,keynotepresentationsandconferencesessions• Selectionofone-on-onebusinessmeetingswithsolutionproviders• Breakfast,lunchandrefreshments• GalaDinnerondayoneoftheExchange• NetworkingDinneronDay2
*Please note we have a limited amount of free accommodation so please secure your place early to avoidpaying.
TheVenue Percheduponarockyoutcroppingoverlookingtheblue-greenwatersoftheMediterranean,MonteCarloisthemostremarkablejewelinajewel-bedeckedRiviera.LeMéridienBeachPlaza,aresortopenallyear,onlyenhancesthestunningsurroundingsofthecityandtheseathatitabuts.The Sea Club, Le Méridien Beach Plaza’s magnificent 3,000 square-metre state-of-the-artconferencecentre,towersoverthebeautyoftheseabelow.
This venuehasbeencarefully selected toprovide thebackdropandambienceneeded tohelpcreate Exchange. By tying in rich traditions, historic significance and unsurpassed quality atstunninglocationsacrossEurope;thesevenuespresenttheperfectsettingtoconductbusinessandmeetapeergroupofseniorstrategists.Thehotelsprovideapeacefulandproductiveretreat,ensuringthatyouareabletofocusonyourprioritiesforparticipatinginthisExchange.
MY