Customer Management Exchange Network Solution Provider Information Pack

www.CustomerManagementExchange.com

“With an uncertain economy, cutting costs and streamlining operations are at the front of all of our minds. This is why we’re seeing more and more clients choose the option to sponsor more than one Customer Management Exchange, where you can be assured of what to expect in terms of quality and audience, putting you in a strong position to measure and demonstrate your marketing ROI.”

Abi Manders, Global Head of Products, CM Exchange Network

Cus

tom

er M

anag

emen

t Po

rtfo

lio

CustomerManagementExchange Network


“We’ve had a great time here. It’s been a superbly managed event and having met some 14 people from 12 companies, we’re meeting 6 of those

companies next week – that’s a success for us”VP Sales & Alliances, Aurix

Solution Provider Information Pack

http://www.customermanagementexchange.com

+44 (0)207 368 9484 | [email protected]

What is an Exchange?

An Exchange is a unique, invitation-only meeting driven by pre-scheduled business meetings, between active decision makers and the market’s leading solution providers.

Thought-provoking presentations, executive roundtables and innovative networking opportunities round out the agenda, resulting in three days of focused, structured business development.

Unlike traditional conferences or tradeshows, the primary focus and benefit of the Exchange is new relationships being forged and existing partnerships enhanced.

At an Exchange, you are guaranteed to meet with a 100% buy-side delegate audience who have an active requirement and budget for Customer Management solutions.

Benefits of Sponsoring the Customer Management Exchange Portfolio

Taking advantage of the opportunities provided by the Customer Management Exchange Portfolio also allows you to:

• Help shape the agenda in terms of content and formats• Influence the target audience and speaker panel based on your key customers and prospects• Add a question to the profile form that is relevant to your business offering • Lock in preferred speaking options and positioning within the agenda• Receive multi-event discounts• Utilise a dedicated Account Manager as your single point of contact

“One of the best opportunities to meet some of the top Directors in Europe, within days of the event we

had been contacted by prospects wanting to see us” EMEA Sales Director, Silver Lining

Tailored Marketing Opportunities: In addition to the above benefits, as a Partner of the Exchange Portfolio, you can take advantage of our complimentary marketing services and:

• Gain greater control over who you have access to at the event • Improve, update and expand your contact database • Take advantage of additional branding and a higher profile in the market prior to the event • Be seen as a proactive thought leader and major player to those who matter most in your market • Deepen your understanding of activity in the market place and critical pain points of your core target clients




+44 (0)207 368 9484 | [email protected]



Customer Management Exchange Network Events Calendar 2014/15

Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience and Customer Strategywww.CustomerExperienceExchange.com

Customer ExperienceExchangeEurope

Executive CustomerContact Exchange

Delegate Audience: VPs, Directors and Heads of Customer Service, Customer Support, Operations, Retail and Contact Centres www.CustomerContactExchange.comMANCHESTER

Delegate Audience: Chief Customer Officers and VPs/Directorsof Customer Experience, Customer Strategy, Customer Service,Marketing and Retail Operations from Telecoms organisations onlywww.CXExchangeTelecoms.comLONDON

Customer ExperienceExchange for Retail

Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience, Customer Strategy, Customer Service,Marketing and Retail Operations from retail organisations onlywww.CustomerExperienceExchangeRetail.comLONDON

AMSTERDAM

Delegate Audience: VPs, Directors and Heads of Customer Service,Customer Support, Operations, Retail and Contact Centers www.CustomerContactExchangeUS.com

MIAMI

LONDONMARKETINGDIGITAL

Exchange

Delegate Audience: CMOs and VPs/Directors of Marketing, Digital Marketing, Mobile Marketing, Social Media and eCommercewww.DigitalMarketing-Exchange.com

Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience and Customer Strategywww.CustomerExperienceExchangeFSUS.comNEW YORK

Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience and Customer Strategy from Financial Service organisations onlywww.CustomerExperienceExchangeFS.comLONDON

Customer ExperienceExchangefor Financial Services

Delegate Audience: VPs, Directors and Heads of Customer Insight, Big Data, Analytics, CRM and Loyalty plus Chief Data Officerswww.CustomerInsightExchange.com

LONDON

Customer ExperienceExchange for Telecoms

+44 (0)207 368 9484 | [email protected]

Who Attends? Some of the Speakers and Advisory Board Members from 2012 include:

Plus a selection of executives who have attended 2012 Exchanges include:

“Excellent contacts with very senior execs from various

industries” Director, Arvarto

Anne Grim, MD, Global Head of Client Experience, Barclays Wealth

Claire Burns, Chief Customer Officer, MetLife

Martin Glenn Group Chief Executive Officer Birds Eye

Wendy Schratz, Director of e-Experience, BSkyB

Sarajit Mitra Global Head of Marketing & Client Experience HSBC

Max Kelly Managing Director Virgin Insight

Ingrid Lindberg Chief Experience Officer Prime Theraputics Cigna

Sally Cowdry Marketing Director O2

Mori Tehrani Global Head of Contact Centre Technology, Barclays

Ica Van Eeden Chief Customer Officer Sun International

Hazel Fagon VP & Head of Customer Service Support Visa

Chris Aubrey Vice President, Global Retail Marketing, Adidas

Philippa Snare CMO Microsoft UK

Jo Moran Head of Customer Service Marks & Spencer

Muriel MacCallum, Customer Strategy & Marketing Director, Bupa International

Nick Eades Chief Marketing Officer Psion

Adriana Torres MD, Global Contact Centre Head Citi

Charles Doyle Chief Marketing Officer & VP Research Jones Lang LaSalle

Gary Fox Global Director Customer Experience Dell

Chief Customer & Marketing Officer Barclays Bank PLC

Managing Director, Communications & Brand Fedex

Group Customer Experience Director BT

Head of Global Customer Insight Vodafone

Customer Retention Director BskyB

GM & EVP Customer Delivery Europe Mastercard

Senior Vice President Marketing TomTom

Global Marketing Capability Officer Mars

Digital Marketing & CRM Director Europe Nike

Director Service Operations Jaguar Land Rover

Group Director of Customer Service & Operations Thomas Cook

Marketing Research Director Barclays Bank PLC

EMEA Customer Service, Operations & Contact Centre Director Citigroup

European Digital Marketing Director Walt Disney

Chief Executive Officer Santander Insurance

GM Marketing Operations Shell

VP Consumer Support EMEA HP

Director Service Operations Jaguar Land Rover

Global Service Director RSA

Senior Director for Commercial Systems (Contact Centre) DHL

Customer Service Director, SVP Bank of America

Customer Service Director BP

“We got what we wanted, format and management of event

exceeded my expectations” Sales Executive, Portrait Software




+44 (0)207 368 9484 | [email protected]

The Detail Behind the Delivery: The Exchange Profile FormActing as your pre-sales arm, the Exchange team will provide you with in-depth information for all attendees before you arrive onsite, eliminating any risk or uncertainty.

Have your best people meet your best prospects

The Exchange Itinerary As an Exchange Solution Provider, you will have the opportunity to build your own tailor-made itinerary, based on your specific business development objectives.

Over the course of the Exchange you will have 10 or 20 private one-to-one business meetings depending on your package, with each meeting lasting up to 30 minutes, and your itinerary for the event will look something like this.

Company Name: SAMPLE PROFILE FORM

Name: XXX Job Title: Global Head of Service Delivery

Direct: XXX Website: XXX

Mobile: XXX Address: XXX

You will have access to

all of these completed

3 weeks prior to the

meeting, so you know

exactly who you are

meeting and where they

are looking to spend

How long have you been in your current role? 3 years

Personal strategic responsibility Responsible for strategic development for all commercial systems

In geographic terms, where do you have strategic responsibility

Global

Company’s main activity Financial Services

Job title and name of person you report to XXX

Customer Service Director XXX

Name of primary decision-maker in your line of business

XXX

CMO / SVP Marketing XXX

Projects of Interest

Your top 3 challenges, and why you are seeking to address them Applicable to which functions?

Budget sign off received? Timescales needed to achieve the projects

Global Strategy Yes Less than 12 Months

Our vision over the next 3 years Customer Service Yes 12-24 Months

Managing the complexity of different regulatory environments, especially in the far east, controlling the information that is produced.

Multi Country Regulations Yes Ongoing

About You & Your Organisation

Solution Providers

Which solution providers are you currently working with?

Which solution providers would add value to your time at this meeting? Social Media, segmented services models, Customer Complaints, Multi Channel Integration & new communication capabilities (chat, SMS, etc)

What will you be investing in within the next 6-12 months? Social Media, Customer Satisfaction, Multi Channel, Complaint Handling

What is your budget for this particular product/service? The budget will be allocated from total listed below

What is your total annual customer service budget? 17.5m

Outsourcing

Have you outsourced any elements of your contact centres? If yes, which functions?

Current outsourcing partners None

Are you considering outsourcing? If yes, which functions? Not currently

Are you looking at new locations for your contact centre(s)? If yes, which locations? Not currently

Solution Provider Offerings

Interest RatingH, M, L

Performance management

Agent analytics and monitoring H X 6-12 Months As above

Speech analytics H X 6-12 Months As above

Call recording H X 6-12 Months As above

Quality/ customer satisfaction monitoring H X 6-12 Months As above

Customer feedback (VOC/ NPS/ Surveys) VH X 6-12 Months As above

Customer loyalty

Business Intelligence

Customer Complaints VVH X 6-12 Months As above

Customer Experience Management

Workforce management H X 6-12 Months As above

e-Learning

VoIP (Voice over Internet Protocol)

VH X 6-12 Months As above

Multi channel integration VH X 6-12 Months As above

SMS

Chat

Social media/ Web 2.0 H X 6-12 Months As above

Project Details Purchasing ResponsibilityTimescaleFull BudgetPartial

Executive CustomerContact Exchange

About Your Contact Centre(s)

Location (s) Which communication channels are used? Number of Seats Number of Agents

Years in Operation

Inbound Outbound Web Email SMS Other 612 Com Com

East Midlands X X X X X X 612 612 10 years +

Milan X X X X X X 462 462 10 years +

Paris X X X X X X X 327 327 10 years +

Day One

14:00 Registration15:00 Opening Keynote Address15:45 Ice-Breaker Networking16:30 Business Meeting17:00 Business Meeting17:30 Free Time18:30 Cocktail Reception20:00 Gala Dinner

Day Two

09:00 Chairman’s Welcome09:15 Session09:55 Session10:40 Business Meeting11:10 Session11:55 Business Meeting12:25 Business Meeting12:55 Lunch13:55 Business Meeting14:25 Business Meeting15:00 Session15:40 Business Meeting16:15 Session16:55 Chairman’s Close17:10 Free Time19:00 Cocktail Reception

Day Three

09:00 Chairman’s Welcome09:10 Session09:50 Session10:35 Business Meeting11:10 Session11:50 Session12:35 Business Meeting13:05 Business Meeting13:35 Lunch14:30 Business Meeting15:00 Business Meeting15:35 Session16:15 Exchange Adjourns

Access to this profile form for every Exchange delegate, 3 weeks prior to the meeting, will enable you to:

Understand the decision making unit

Know the challenges of your prospect before you meet with them

See the budget available before presenting your offering

Know where your solution ranks in your prospect’s mind




+44 (0)207 368 9484 | [email protected]

Partners

Sponsors of the Customer Management Exchange Portfolio:

Further strategic partners also include:

Profit from FeedbackL E T T H E C U S T O M E R D R I V E.

L E T T H E C U S T O M E R D R I V E.

L E T T H E C U S T O M E R D R I V E.

MY




Documents

Customer Management Exchange Network Solution Provider Information Pack