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Customer SavE $1000 Book & Pay By 9 DECEMBERExperience Learn how to embed a customer- centric culture into your organization and develop a profitable CEM strategyManagement that will drive customer loyalty KEYNOTE PRESENTATIONS FROM:in Telecoms Carol Borghesi, SVP of Customers First Culture, TELUSNorth America Colin Shaw, Best-selling Author, Founder and CEO, BEyond PhiLoSoPhy Lynn Costlow, VP of Customer Service, 14th–16th February 2012 US CELLULar InterContinental Miami, FloridaYour keY CHallenges addressed: leadIng CeM Case studIes & exPert InsIgHt FroM: Learn how to win senior management buy-in and strengthen the business case for your CEM strategy SVP of Customer Experience, Comcast Discover how to maximize the profitability of your customer experience program VP of Care, Bell Mobility, Bell Residential and Hear how to engage and empower your employees at Virgin Mobile Canada all levels to deliver a superior customer experience VP of Customer Support, Establish how to transform your first contact resolution Frontier Communications rates in order to increase customer satisfaction and reduce churn Director of Customer Experience, Public Mobile Understand how to radically enhance your communications with your customers and improve Director of Customer Management & Operations, Public Mobile your relationship with them Director of Wireless Past CustoMer exPerIenCe ManageMent Customer Care, nTelosIn teleCoMs euroPe attendees saId: Social Media Strategist, Boingo Wireless “A terrific event to hear, share and debate great practices Senior Manager of Customer that will delight customers and enable business growth” Experience, NII Holdings Tommy Geary, Director of Customer Management & Operations, Eircom Executive Director of Global Telecommunications Practice, “A prime opportunity to learn from others and exchange J.D. Power & Associates expertise on tackling the challenges of CEM in telecoms” Peter Crayfourd, Head of Customer Lifecycle Experience, Manager, Guest Services - Worldwide Reservations Office, Orange FT Group Four Seasons Hotels and ResortsTakE aDvanTagE of ThE aDDiTionaL LEaRning oPPoRTuniTy: VP of Customer Service & Business Development, Nicor NationalPRE-ConfEREnCE WoRkShoP: TuESDay 14Th fEBRuaRy 2012 VP of Club Services, Understanding how to establish a customer-centric culture Bluegreen Corporationand mindset within your organization to dramatically improve the customer experience CEO, nGen Strategies Sponsor: Register now @ www.cemintelecoms.com/uS
Customer Experience Management in Telecoms North America In the face of fierce competition Case studies not to be missed: and huge cost pressures, how are • Learn how Telus are putting customers at the you using the customer experience heart of their organization through leadership to differentiate yourself and drive and employee engagement customer loyalty? • Discover how US Cellular have risen to the top Do you want to learn how to establish a customer-centric of the league in wireless by delivering an excellent culture within your organization and empower your experience to its customers and associates employees to deliver a consistently positive customer • Understand how Frontier Communications have experience? transformed their call centers from a cost Do you want to hear how to leverage the customer environment to a high performance culture experience to increase customer lifetime value and drive down operational costs? • Hear how NII Holdings are successfully driving customer loyalty and optimizing the network Telecoms IQ’s Customer Experience Management experience for their customers conference is the only event in North America dedicated to improving the customer experience within the telecoms • Take advantage of Four Seasons Hotels & industry. Learn from leading case studies and take Resorts’ experiences of stimulating brand advantage of unparalleled networking opportunities engagement and providing an outstanding within an informal and intimate environment. personalized service through social media Come and hear how to develop a customer experience strategy that will exceed your customers’ expectations and how to use it to gain a competitive advantage in a crowded marketplace. Pre-Conference Workshop Cutting-edge case studies span the key CEM issues in Tuesday 14th february 2012 telecoms, including: Registration will begin at 1.00pm. The workshop will • How to establish a convincing business case for your take place between 1.30pm and 5.30pm with CEM program appropriate breaks for refreshments. • How to measure the customer experience and drive actionable customer insights Establishing how to put customers at the • How to increase your first contact resolution rates heart of your organization • How to proactively manage your online brand reputation Few firms recognize the total cost to serve and rarely, if Plus, take advantage of highly interactive learning ever, organize around the end-to-end customer journey. sessions where you can brainstorm critical CEM issues Total cost to serve is conceptually simple, but tough to with industry experts. Come and find the answers to your do – the outgoing of one department becomes the most pressing CEM challenges! incoming of the next. Costs of the call center, the stores, the web, the sales force, the dealer, the field technician, Don’t miss this opportunity to hear proven case studies and and so on, are driven up by the failure to resolve issues benchmark with your senior-level peers from telecoms and at the first point of contact. Customer experience is a other industries leading the way in CEM implementations! team sport. Ask yourself, if not you, then who will put For all enquiries, call:+44 (0) 20 7368 9737 or customers first? email: email@example.com In this workshop: I look forward to seeing you in February. • Establish the importance of having a customer strategy first, before everything else (a technical roadmap is not a customer experience roadmap!) • Discuss a framework for identifying the customer journey • Brainstorm ways to engage and motivate your team to strive for improvements SAVE UP TO $1000 • Identify steps for optimizing your customer experience offering – aligning, acting and communicating Julie Coates Register and pay by Led by Carol Borghesi, SVP – Customers First Culture, Conference Producer 9 December 2011 TELUS Customer Experience With 30 years of telecommunications experience spanning three continents, Management in Telecoms Carol rejoined TELUS in 2009 as Senior Vice-President – Client Experience in support of consumer contact centers across Canada and in 2011 accepted the newly created role of Senior Vice President – Customers PS: Visit the CEM North America download centre First Culture. Carol ignited passionate customer advocacy across TELUS with the launch of Customers First in 2010 and is now the driving force for your complimentary podcasts and articles on behind the evolution of TELUS’ corporate culture to deliver on the future is customer experience: www.cemintelecoms.com/us friendly® to clients. Who are Telecoms IQ? Telecoms IQ is a division of IQPC – a global conference and exhibition company. Telecoms IQ provides a range of carefully focused conferences that examine a specific issue or technology from an international perspective. Each conference is designed to give carriers the strategic know-how to gain a competitive advantage in the telecoms market. Telecoms IQ prides itself on developing superior quality programmes packed with cutting-edge, industry first case studies. Delegates are therefore able to identify the systems and methodologies required to safeguard their customer bases and to drive profitability. For more information, visit: www.telecom-iq.com Register now @ www.cemintelecoms.com/uS
Conference Day one: Wednesday 15th February 20128:00am Registration and coffee 2:45pm Establishing how to Maximize the Profitability of your Customer Experience Program8:40am Welcome address • Determining how to overcome the challenge of improving the customer Julie Coates, Conference Producer, Telecoms iQ experience at a time when all communications service providers are facing cost-cutting measures8:45am opening remarks by the Chair followed by a speed networking session • Establishing how to monitor the performance of your customer experience strategy and determine how and when you will start to see results:9:15am KEYNOTE PRESENTATION: o Short term: Examining the importance of Putting Customers at the heart of - Reducing calls to the call center your organization: if not you, Who? - Improving NPS scores and customer satisfactionKEYNOTE • Understanding the importance of your team: Developing a compelling - Reducing the number of call center agentsSESSION reason for change to deliver enterprise-wide engagement o Long term: • Position on Team Matters: Understanding leadership and employee - Reducing churn as a result of NPS gains segmentation: - Acquiring new customers - A programmatic approach • Determining the extent to which it is possible to use your customer • Are We There Yet? Establishing a framework for setting goals and tracking experience program as an opportunity to reduce operational costs progress within your customer experience teams for speaker updates, visit: www.cemintelecoms.com/uS • Keeping the Faith: Identifying three steps for optimizing your customer experience offering - aligning, acting and communicating Carol Borghesi, SVP of Customers First Culture, TELuS hR 3:15pm afternoon refreshments and networking break10:00am KEYNOTE PRESENTATION: 3:35pm RounDTaBLE DiSCuSSion SESSion: How to Build a Truly Customer-Centric Culture within your Organization how can you Demonstrate the Link between improving the Customer How customer-centric is your organization? What do you need to do to progress Experience and increasing Profitability?KEYNOTE this? From his best-selling book, ‘Revolutionise your Customer Experience’, Delegates will have the opportunity to participate in two out of threeSESSION Colin Shaw will speak about how all organizations are on a journey from being ‘ discussion sessions. At the end of each session, the facilitator for each Naïve to Natural®’ in their level of customer-centricity. By outlining the nine key group will summarize the key findings before opening up the discussion areas affecting your customer-centricity, he will explain what you need to do to to the floor. become more customer-centric. Topic 1: How can you identify and quantify the results that your CEM In this session you will: program can deliver? • Identify where your organization is on the customer-centric journey from Topic 2: How can you demonstrate the link between the investment made ‘Naive to Natural®’ in your CEM program and increased customer retention and profitability? • Understand the nine key areas that affect the customer experience and what Topic 3: How can you track the performance of your CEM program and you need to do to improve them determine when you can expect to see the results? • Learn from case studies on how organizations have successfully managed the transition to becoming customer-centric • Establish how to engage senior executives and secure their buy-in to become 4:20pm Learning how to generate “Social Media Superfans”: Developing Brand more customer-centric by talking their language ambassadors in the Social age Colin Shaw, Best-selling Author, Founder and CEO, Beyond Philosophy • Determining how to identify and keep track of your “superfans” CASE • Understanding how to engage with your superfans10:45am Morning refreshments and networking break STUDY • Examining how to provide your superfans with “VIP treatment” • Establishing what to avoid when building a superfan relationship11:15am Exploring how Comcast are transforming the customer experience Baochi nguyen, Social Media Strategist, Boingo Wireless and driving customer loyalty This presentation will explore Comcast’s innovative strategies for transforming CASE the customer experience. It will examine how they are delivering on their vision 4:50pm CROSS-INDUSTRY BEST PRACTICE SESSION:STUDY to act as “One Comcast” to ensure a consistent and positive end-to-end Examining how Four Seasons Hotels & Resorts are Delivering 5 Star customer experience. Ultimately, the speaker will scrutinize how to use the Service in an Online World customer experience to drive customer loyalty. CASE • Establishing how Four Seasons Hotels & Resorts have implemented Tom Karinshak, SVP of Customer Experience, Comcast STUDY an effective social media strategy that focuses on delivering the outstanding, personalized service that guests have come to expect11:45am RounDTaBLE DiSCuSSion SESSion: • Discovering how Four Seasons Hotels & Resorts have developed how do you Change the Culture and Mindset of your organization in their social media strategy and established a successful partnership order to Become Customer-Centric? between their contact center and marketing/public relations teams Delegates will have the opportunity to participate in two out of three discussion • Understanding best practices for providing customer service via social sessions. At the end of each session, the facilitator for each group will media channels summarize the key findings before opening up the discussion to the floor. • Learning how to build brand engagement and loyalty using Facebook Topic 1: How do you secure senior management buy-in and use it to establish and Twitter a customer-centric culture? andrew gillespie, Manager of Guest Services - Worldwide Topic 2: How do you make the customer experience relevant to staff at all Reservations Office, four Seasons hotels & Resorts levels? Topic 3: How do you incentivize your employees to improve the 5:20pm CROSS-INDUSTRY ExPERT PANEl DISCUSSION: customer experience? How can you Stimulate Brand Affinity and Improve your Relationship12:45pm Lunch1:45pm happy Employees = happy Customers: Examining how to recruit and with your Customers? • How can you differentiate your brand in an increasingly homogenous market? • How can you use your brand to establish an emotional connection with your customers? develop your staff to deliver a great customer experience • How can you drive the relationship between customer experience and • Examining how to find and hire the right people who will make a customer loyalty?CASE positive difference to the customer experience • How can you use your data to better understand your customers and useSTUDY • Determining how to identify your staff doing the right thing and this intelligence to improve the customer experience? encourage the right behavior • How can you enhance the way you communicate with your customers in • Establishing how to create a brilliant culture that will generate an order to improve your relationship with them? optimal experience for your customers Panellists include: Nancy Tichbon, VP of Care, Bell Mobility, Bell Residential and Barbara Porter, VP of Customer Service & Business Development, Virgin Mobile Canada Nicor National angela Blevins, VP of Club Services, Bluegreen Corporation2:15pm Establishing how to Move Customers from Satisfied to Loyal for panellist updates visit: www.cemintelecoms.com/uS As change velocity increases, what areas are most critical to retaining and gaining customers? This presentation will cover two specific industries:INDUSTRY Wireless phone and residential television. 6:10pm End of conference day onePERSPECTIVE • Determining how to create a total customer experience that drives customer satisfaction • Establishing what to measure in order to prioritize initiatives and define organizational focus • Identifying the most significant links to customer churn and retention • Examining the key areas where exceeding customer expectations can make a real difference • Understanding what motivates your customers to be loyal and a champion of your brand Steve kirkeby, Executive Director of Global Telecommunications Practice, J.D. Power & associates Register now @ www.cemintelecoms.com/uS
Conference Day Two: Thursday 16th February 20128:00am Registration and coffee • Understanding how to develop a business case for breaking down silos of data and establishing a single view of the customer8:45am Opening remarks by the Chair • Determining how to leverage your data to gain insight into your customers • Learning how to take a holistic approach to analyzing the customer8:55am KEYNOTE PRESENTATION: experience across all touch points Want to Create a Better Customer Experience? Start by Providing it • Establishing how to act on your data analysis and insights in order to to your Associates improve the customer experienceKEYNOTE This presentation will explore the strategy that has made U.S. Cellular® For speaker updates, visit: www.cemintelecoms.com/USSESSION top of the league in wireless despite being the smallest of the national carriers. You will learn how to create an associate environment that will 12:30pm ROUNDTABlE DISCUSSION SESSION: ensure a superior customer experience. How do you Measure the Customer Experience and Drive Continuous • Your company will never be what your associates are not; and your Performance Improvement? associates will never be what you are not: Examining why leadership is Delegates will have the opportunity to participate in two out of three the key to delivering on customer experience discussion sessions. At the end of each session, the facilitator for each group • Award-winning customer experience is not about making every will summarize the key findings before opening up the discussion to the floor. customer’s wildest dreams come true: Exploring the importance of Topic 1: What criteria should you use when measuring the customer providing consistent service across all customer touch points and experience? staying true to the promises of your company’s brand Topic 2: How can you collect and monitor your customer experience data lynn Costlow, VP of Customer Service, US Cellular in a systematic and sustainable way? Topic 3: What tools can you use to monitor your customer experience9:25am Establishing how to Transform your Call Center from a Cost Environment performance and drive continuous improvement? to a High Performance Culture that is a Valuable, Strategic Asset In 2010, Frontier acquired multiple rural properties from Verizon, including 1:15pm lunchCASE 21 specialized call centers. The objective was to create a blendedSTUDY organization that is recognized by customers as a company that is “easy 2:15pm Determining how to Generate Customer loyalty in a Pay-in-Advance to do business with”. Drawing on Frontier’s strategies, metrics and results, Business this presentation will show you how to: • Understanding how to develop effective customer programs that CASE establish customer loyalty up-front • Establish a culture that drives ownership of the customer and their STUDY moments of truth • Getting to first payment and beyond: Examining how to stimulate • Introduce coaching to support and engage the front line and drive payment behavior in a pay-in-advance, non-invoiced billing model improved supervisor performance through “Coach University” • Establishing how to transform your first time right rates within: • Enable staff empowerment and an “I can” attitude to delight the - Customer service customers they serve - Technical support • Rationalize a complex outsourced, in-sourced and fragmented call • Scrutinizing the results of Public Mobile’s Customer Experience center environment into one, cohesive network that delivers a consistent improvement program and the impacts on: positive experience - Customer Satisfaction • Implement effective and efficient processes and systems: - Loyalty - Introducing automation with a human touch - Likelihood to recommend scores - Establishing customer-centric IVR and self-service Christine Robertson, Director of Customer Experience, Public Mobile lynn Holmgren, VP of Customer Support, Frontier Communications Christopher McKenzie, Director of Customer Management & Operations, Public Mobile9:55am CROSS-INDUSTRY BEST PRACTICE SESSION: Managing the Transition for your Call Center from a Cost Center 2:45pm Establishing how to Drive Customer loyalty within your Consumer and to a Profit Center Business SegmentsCASE Bluegreen is a leader in vacation ownership resort and residential real • Determining how to link what the customer wants and needs with yourSTUDY estate business with 3,100 employees and more than 217,000 owners. CASE capabilities Hear the “Cinderella Story” about how the company doubled their STUDY • Establishing how and when to identify the “deal breakers” revenues from ‘08 to ‘09, ‘09 to ‘10, with significant increase again • Exploring how to break down silos within your organization from ‘10 to ‘11 and ‘11 to ‘12 despite challenging economic conditions. • Scrutinizing the steps to securing customer loyalty within your: Discover how the company is developing new revenue channels, - Consumer segment carrying out up-selling and launching social media initiatives. - Business segment Key topics include: • Case Study: Improving your customers’ network experience • Establishing the success factors for marrying sales and customer service Patricia Davidson, Senior Manager of Customer Experience, NII • Examining the lessons learnt from enhancing the product to provide a Holdings better customer experience • Scrutinizing best practices for driving operational efficiencies using 3:15pm Examining how to maximize cross-selling and up-selling opportunities performance reporting whilst ensuring a good customer experience Angela Blevins, VP of Club Services, Bluegreen Corporation • Establishing how to effectively implement a cross-selling and up10:25am ROUNDTABlE DISCUSSION SESSION: CASE selling campaign in your call center STUDY - Understanding how to balance this with the need to provide a good How do you Balance Operational Efficiency with Customer Satisfaction in your Call Centers? customer experience Delegates will have the opportunity to participate in two out of three discussion • Determining how to link your cross-selling and up-selling campaign sessions. At the end of each session, the facilitator for each group will with staff compensation summarize the key findings before opening up the discussion to the floor. • Understanding how to develop training programs for your call center Topic 1: What performance metrics should you use in the call center to agents and close any skills gaps balance efficient handling times with high customer satisfaction scores? • Examining how to drive employee retention in a high churn call Topic 2: What are the most effective ways of engaging and incentivizing center environment your call center agents in order to encourage the right behavior? • Establishing how to define weighted performance metrics for your Topic 3: How can you increase your first contact resolution rates, particularly agents in order to encourage the right behaviour when faced with customer issues that involve complex technology? Connie Kennedy, Director of Wireless Customer Care, nTelos11:05am Morning refreshments and networking break 3:45pm ExPERT PANEl DISCUSSION: How can you Differentiate your Services Based on the Value of your Customers?11:30am It’s About the Score, But It’s Not About the Score: How to Sustain a • What criteria should you use when segmenting your customer base: Superior Customer Experience Program - Strategic importance of “influencers” in the community This session, led by seasoned NPS® practitioner Lindsay Notwell, will - ProductsINDUSTRYPERSPECTIVE provide guidance and insights on how to generate real customer loyalty - Behavior and avoid the mistakes that many companies make as they implement • How can you determine which customers are truly profitable and when their customer experience improvement program. Key topics include: your high value customers are becoming unprofitable? • Managing the Chief: How to ensure the right approach by senior management • How can you differentiate the customer experience based on a • Practical advice for closed loop survey systems customer’s profitability? • Establishing how to turn your customer verbatims into actionable insights • How can you differentiate your service without discriminating against • Learning how to turn your customer insights into actions that will deliver certain segments? tangible improvements to the customer experience • How can you provide a differentiated customer experience on a large scale? • Running the Marathon: How to ensure your CEM strategy delivers lasting benefit • How can you improve the customer experience and meet your lindsay Notwell, CEO, nGen Strategies customers’ needs when you have a diverse customer base? Jeff lewandowski, Partner & EVP, Andrew Reise Consulting12:00pm Understanding how to Manage the Volume of Customer Data and Use For panellist updates visit: www.cemintelecoms.com/US it to Generate Actionable Insights into the Customer Experience • Identifying and overcoming the challenges of managing different silos 4:30pm Closing remarks from the Chair of customer data: 4:40pm End of Conference - CRM - Web analytics - Customer surveys Don’t forget to sign up for the workshop when - IVR registering for the conference! - Marketing Register now @ www.cemintelecoms.com/uS
Top five reasons to attend Customer Experience Management in Telecoms:• Benefit from the only event dedicated to CEM for the telecoms industry in north america• Learn from leading case studies and extensive networking opportunities with CEM experts from the telecoms sector and beyond• Discover how to engage employees at all levels and secure company-wide commitment to your CEM strategy• hear how to transform your first contact resolution rates in order to improve customer satisfaction and reduce churn• Learn how to radically enhance your communications with your customers and improve your relationship with themReasons you should sponsor Customer Experience “It’s been a great event, it’sManagement in Telecoms to improve your business: always a good size event for us which is a good chance for you to• generate new qualified leads - Access motivated, authorized buyers at network and meet a lot of people.” alcatel-Lucent, Director of Solutions Marketing the point where they are making purchasing decisions to further their strategies• Demonstrate thought leadership - Take centre stage in front of a captive and targeted audience and demonstrate your expertize and market knowledge• network with key decision makers and influencers - Gain face-to-face “We’ve had some great discussion with operators that we haven’t meetings with existing and potential clients spoken to before about some great• Position your company brand front of mind - Be the name that all carriers initiatives as well as making think of when selecting vendors some great introductions on the global operator base that you’ve• Stand out from vendor delegates - Stand out on an elevated platform with had here.” a heightened presence. Be seen as ‘front of mind’. Be the ‘go to’ first company MDS, Chief Marketing officer through maximum recognition at the event.• gain competitive advantage - Have direct influence on selection criteriafor more information on sponsorship opportunities please contact: SponsorMark Lee, Project Manager, Telecoms iQT: +44 (0) 20 7368 9434 E: firstname.lastname@example.org you will meet and network with: Carriers and service providers from the telecommunications sector, plus other key industries vPs/Directors/Managers/Specialists of:• Customer Experience • Customer Service & Sales Canada 25%• Customer Service • Marketing• Customer Care • Customer Management USA 65%• Customer Operations • Customer Strategy• Call Center Operations • Commercial Operations South America 5%• Customer Support • Sales Other 5%• Client Experience Follow Telecoms IQ @TelecomsForum to keep up Media Partners to date with news and developments in Customer Experience Management in Telecoms #CEMIQ Join Telecoms Networking Forum on LinkedIn Find out more about the latest developments in Telecoms IQ conferences and industry news with the new Telecoms IQ blog http://telecomsiq.wordpress.comFor more information on the conference programme and speakingopportunities, contact: Julie Coates, Conference Producer,Telecoms IQ +44 (0) 20 7368 9769 Email: email@example.com Register now @ www.cemintelecoms.com/uS