Download pdf - Customer Experience Exchange 2010

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)


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.


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


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


14.00 – 15.00 Seated Networking Luncheon




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


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



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

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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