Digital Customer Experience Exchange · customer-centric service by successfully blending the digital and physical worlds. The Digital Customer Experience Nordics Exchange will bring

www.digitalcxexchangenordics.com

6th October 2015 Stockholm, Sweden

Developing A First Class Customer Experience Strategy For A Digital Age

SOLUTION PROVIDERINFORMATION PACK

Independent Research Partner

Digital CustomerExperience Exchange

Developed by

CustomerManagementExchange Network


www.customermanagementexchange.com

‘The networking was

fantastic, the content

was rich, this was well

executed and definitely a

great spend of two days’

Managing Director, Global Head of Client Experience,

Barclays, past Exchange portfolio delegate

Welcome to the Digital Customer Experience Exchange Nordics: Develop A First Class Customer Experience Strategy For A Digital Age

With increased competition from both international and regional brands, Nordic companies are working hard to achieve a consistent and aligned multi-channel presence to manage interaction with a diverse customer base. In the pursuit of high performance, these companies battle with changing customer behaviour and increasing product / service offerings.

As competition in a highly saturated market increases, companies across all sectors face tremendous pressure to achieve growth and drive profitability across all channels. The secret to success is being able to deliver a customer-centric service by successfully blending the digital and physical worlds.

The Digital Customer Experience Nordics Exchange will bring together C-level, SVP, VP and Director level decision makers with responsibility for digital transformation, customer experience, marketing, eCommerce and strategy from some of the most prominent Nordic companies. This one day interactive exchange will provide a one stop shop to meet and network with customer experience and digital decision makers from the leading companies in the Nordics.

This Exchange offers you the chance to do business with some of the world’s largest companies - participating in prearranged one-to-one meetings with decision makers who are currently in the market for solutions that will provide them with immediate gains.

You’ll have direct access to the in-depth profiles of every attendee, including information on their budgets, operational objectives and investment strategies for the coming 6-18 months.

Exchange Solution Providers:

Solution Providers are invited based on the requirements of attending delegates. The solution providers at the Digital Customer Experience Exchange Nordics specialise in the following areas:

• Enterprise Feedback Management

• Market Research

• Voice of the Customer (VOC)

• Customer Insight

• Business Intelligence

• Analytics

• Big Data

• Customer Loyalty/ Satisfaction/ NPS

• Customer Experience Management

• Online Customer Experience

• Web Portal Enhancements

• Social Media Monitoring

• Social Networking/ Online Communities

• Brand Strategy & Management

• Multi-Channel Integration/ Unified

Communications

• Customer Interaction Management

• Customer Complaints Management

• Recruitment

• Employee Loyalty, Rewards and

Incentive programmes

• Training & Employee Development

• Change Management

• Mobile Solutions

• Performance Management

• Process Excellence/ Six Sigma /Lean

• Operational Improvement

• CRM Solutions

• Knowledge Management

• Contact Centre Solutions

• Cloud / SaaS solutions

• IVR (Interactive Voice Response)

• Outsourcing

Visit www.digitalcxexchangenordics.com for a full list of Sponsor Partners


44 (0) 207 368 9484www.digitalcxexchangenordics.com

The Exchange Concept

An Exchange is a unique, invitation-only meeting driven by pre-scheduled business meetings between pre-qualified solution providers and senior decision-makers.

Thought-provoking conference sessions, executive roundtables and innovative networking opportunities round out the agenda, resulting in focused, structured business development.

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

Exchange only invites executives with the highest credentials and solution providers with the most cutting edge capabilities to ensure a true peer-to-peer learning and networking forum.

Staying ConnectedThe Digital Customer Experience Exchange Nordics doesn’t just provide you with a once-a-year opportunity to meet with your peers. Through a range of online channels we’re delighted to be able to facilitate all year round learning and net-working for the global customer experience community Stay connected through twitter, YouTube, LinkedIn and our online Resource Library, and get the latest news, event updates, exclusive videos, whitepapers and more!

@cmexchange #DigitalCX

Gain lifetime access to the Customer Management Exchange Network

LinkedIn Group

www.youtube.com/CMxchange

Visit our online Resource Library for complimentary content


https://twitter.com/@cmexchange

http://www.linkedin.com/groups/Customer-Management-Exchange-126075

http://www.youtube.com/CMxchange

http://www.customerexperienceexchangefs.com/mediacenter.aspx

http://www.digitalcxexchangenordics.com


VsTraditional Event Exchange Model

When it comes to filling your sales pipeline, it can be difficult to find the right prospects at the right point in their buying cycle. That’s where the Exchange comes in…

NEEDLE IN A HAYSTACK

Finding a needle in a haystack

£ £

£

Waiting around for the right prospect to find you in a sea of vendors

Presentation, after presentation, after presentation...

And you walk away with stacks of business cards but no real leads

Your pick of the bunch

Pre-arranged meetings with pre-qualified attendees you want to meet with & who want to meet with you!

Closed door, engaged boardroom environment

And you have follow up meetings secured for when you’re back in the office

Now what do I do?




Leading Case Studies, Discussions & Debates Led By:

Kjell-Morten JohnsenHead of Telenor Europe Telenor- Previously CEO of Telenor Serbia- Held a number of senior positions in Telenor, including SVP of Telenor Central & Eastern Europe and Head of Telenor Russia- Until Feb 2008, was a Member of the Board of Directors of Golden Telecom

Ole Buus VP Pre-and After-Sales Nets- 20+ years of senior leadership experience within the IT industry - Solid experience in P&L management- budget responsibility for up to DKK 300+ million/year - In the past 10 years, personally closed solution deals in five countries for a total value of DKK 500 million - Developed IT solution which received the Smithsonian Computerworld Award in Washington DC.

Christopher David CTO Digital Customer Experience and SVP Software Schneider Electric- 20 years’ experience in the digital space- Currently CT and SVP Software at Schneider Electric- Has worked at several leading technology companies such as Logica, Sun Microsystems and Sony Ericsson

Vincent Meunier Director Digital and Marketing Analytics, Growth The Absolute Company- 15 years’ experience at Pernod Ricard- Responsibility for the rapid evolution of The Absolut Company’s digital effort and transformation- Previous experience includes Director IT and Internal Control for The Absolut Company and PR Nordic

Joris Heeze Director of Global Service Delivery | European Expansion and Cross-Border Trade ebay- Leading the EU Customer Experience for eBay marketplaces across the European Expansion and Cross-Border Trade teams- eBay, one of the world’s largest online market places, has 128 million users globally- Previous experience in contact centre operations, sales operations, outsourcing and customer experience

Jan Olsson Managing Director Deutsche Bank- Joined Deutsche Bank in 1988- Previous experience includes CEO for Nordic region and Chief Country Officer for Sweden - Deutsche Bank has more than 100,000 employees in over 70 countries

Katrine Mitens SVP Strategy and Execution Danske Bank- Responsible for defining and executing the strategy for Business Banking- Previous responsibility include development and operation of an efficient, high quality and stable loan and real estate platform for both retail and corporate customers across all Danske Bank brands- Acknowledged as Talent 100 in Berlingske News Magazine 2011

Thomas Erichsen SVP – Head of Global Solutions and IT Nordea- Currently SVP of IT and Digital Solutions at Nordea’s Digital Bank- Responsible for providing financial services to more than 10 million household and 500,000 corporate customers- VP and SVP level positions at Nordea since 2009

Richard SheahanSenior Consultant Forrester- Ares of expertise are: customer strategy development; customer value mapping; capability maturity assessment; customer journey mapping; customer segmentation; in-depth qualitative customer research; and communications strategy and planning.- Prior to joining Forrester, Richard worked with Barclays UK Retail and Business Bank

Staffan Ivarsson SVP Head of Business Development Swedbank- Specialises in the linkage between motivation / empowerment – how customer satisfaction and loyalty connect to bottom line result- 28 years of experience in Banking- 10 year career at Swedbank as VP Competence and Learning, SVP HR and SVP Head of Business Development

TO SEE THE FULL SPEAKER LIST CLICK HERE

http://www.digitalcxexchangenordics.com/speakers

The Exchange Format

As an Exchange Solution Provider, you will have the opportunity to build your own tailor-made itinerary on our secure website, which means that every session, business meeting and discussion group you attend is tied to your specific business development objectives.

Four weeks in advance of the event, delegates and solution providers receive passwords to the Exchange website. All attending executives will have completed a detailed profile, including information on their specific responsibilities, current and future initiatives and budgets, as well as specific products and services they are actively seeking.

You select the executives you wish to meet in order of priority based on their profile. At the same time, delegates are reviewing the solution provider profiles based on their specific requirements.

Meetings are then pre-scheduled based on mutual matches – where the executive has requested to meet with your company and you have requested to meet with them. You will only be meeting with executives that have an interest in your product or service.

Your meeting itinerary will be provided to you two weeks prior to the event, allowing you to fully research and prepare for your one-to-one business meetings.

Exchange Itineraries Are Intensive But Effective

The time saving format of Exchange means that you will only be meeting with decision makers and more specifically, those that are currently implementing their customer experience strategies. You will not spend any wasted time ‘kicking tyres’ with potential prospects or networking with mid-level managers. You will simply spend 9+ hours conducting business with the most qualified Digital Customer Experience Exchange Nordics Executives across the globe that will fill your sales pipeline for the next 12-18 months.

“This format is far greater than any other event as you are dealing with key decision makers and budget holders only” Consulting Director, Nunwood, past Exchange portfolio sponsor

Typical job titles of attendees include:

• Chief Digital Officer• Chief Customer Officer• Chief Marketing Officer• Chief Information Officer• VP / Director of: • Customer Experience • Digital • Marketing • Digital Transformation • Customer Insight/ Analytics • Mobile Customer Strategy • Digital/Online Customer Experience • Customer Service • Customer Loyalty

Representing the leading companies from the following industries:

• Financial Services (retail, commercial and insurance)• Telecommunications• Retail• Travel, Hospitality & Leisure• IT• High Tech• Manufacturing• Consumer Goods• Energy• Utilities• Public Sector

Who qualifies to attend?

We qualify all attendees on job function and strategic responsibility to ensure you’re guaranteed to meet and an elite group of decision makers. Every attendee must have an active project within their customer experience function, and must answer ‘yes’ to two of the following criteria in order to gain an invitation:

• My company’s annual turnover is £1 billion or above• I sit in the C-suite or report directly to the C-suite• I control or directly influence where marketing, digital or customer experience budget is spent• I control or directly influence corporate strategy at regional, divisional or group level• I have a personal annual budget of £1 million or above

Digital Customer Experience Exchange Nordics Delegates

Example Exchange Agenda:

09:00 Chairman’s Welcome

09:10 Session

09:40 Session

10:15 Business Meeting


11:25 Session

11:55 Session

12:25 Session

13:00 Lunch




15:45 Session

16:00 Session


17:10 Session

18:00 Chairman’s Close




Your registration includes:

• Access to secure Exchange website pre-event which includes software assistance and meeting selection support from Exchange Managers, delegate pre-qualification, access to delegate profiles, your company profile on website providing detailed exposure to entire delegation • Private Company Meeting area, including signage • Access to all networking functions • Pre-event marketing and on-site branding, plus a variety of exclusive sponsorship opportunities • Company logo and profile in on-site full colour catalogue • Detailed itinerary (including meetings, sessions, networking breaks and meals) from time of arrival to time of departure • Dedicated IQPC Exchange Account Manager pre-event and on site to assist with any logistical or scheduling requirements • Access to all speaker presentations and documentation • Lifetime access to the Customer Management Exchange Network LinkedIn Group

Delegates Who Have Attended Our Recent Customer Experience & Digital Exchanges Include:

Solution Provider OpportunitiesYour customised package will be developed based on your current

market penetration strategy, from one of the following:

** Includes category exclusive speaking opportunity (keynote)* Includes Think Tank discussion

If you have the expertise and would like to be positioned as a thought leader at this executive level forum, compliment your business meetings with a keynote speaking opportunity or interactive Think Tank discussion (subject to content and availability). Enquire today for further details as space is limited.

Platinum** 20 3 (includes 1 speaker pass)

Gold Plus* 20 3 (includes 1 speaker pass)

Gold 20 2

Silver Plus* 10 2 (includes 1 speaker pass)

Silver 10 1

Package No. of one-to-one meetings

No. of attendee passes

“When you get people from the likes of Direct line and Barclays at C Level coming to the Exchange and being very open about their business, it really prompts a lot of key business discussion”Head of Sales, Questback, past Exchange portfolio sponsor

“We over exceeded the number of meetings we had, and out of that, we have had a 70% hit rate with confirmed follow up meetings”Director of Industry Marketing – UK/Europe, Tata Consultancy Services, past Exchange portfolio sponsor

“The one-to-one business meetings have been a great chance to hear about the providers onsite and extremely useful in discussing up-and-coming opportunities with them”

Head of Customer & Market Intel, Standard Life, past Exchange portfolio delegate

“Extremely interesting presentations and high quality conversations, a great Exchange!”

Vice President, Marketing Solutions, Thunderhead.com, past Exchange portfolio sponsor




Customer Management Exchange NetworkIf you like the format of the Exchange, take a look at what else the Customer Management Exchange portfoliohas to offer at www.customermanagementexchange.com



Independent Research Partner

The Venue

Exchange venues are very carefully selected. We believe that the backdrop and ambience are crucial to the success of an Exchange. By tying in rich traditions, historic significance and unsurpassed quality at stunning locations across the globe; these venues present the perfect setting to conduct business and meet a peer group of senior strategists. Our hotels provide a productive retreat, ensuring that you are able to focus on your priorities for participating in this Exchange.

If you are interested in attending any event from our Customer Management Exchange Portfolio please contact the team on +44 (0) 207 368 9484 or at [email protected]

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Documents

Digital Customer Experience Exchange · customer-centric service by successfully blending the digital and physical worlds. The Digital Customer Experience Nordics Exchange will bring