Maximising Customer Loyalty & Profitability Final Programme
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Maximising Customer Loyalty & Profitability Final Programme

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Maximising Customer Loyalty & Profitability Final Programme

Maximising Customer Loyalty & Profitability Final Programme

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  • 1. m up Save Le m rs h e a r lo op ma cus on fro ato mis me to ise t ar 17 ow nd ya er xi to Reg o € et n ist 30 by 2 er and 0! 9 p ay 201 April 1 Maximising Customer l ty Loyalty and Profitability Learn how to develop and deliver a differentiated customer loyalty strategy to drive customer retention, maximise value and secure your competitive advantage 16th – 19th May 2011 | Hilton Vienna Danube, Vienna Exclusive speaker panel led by: Olivier Mourrieras Gain first-hand insight into key issues: Head of Customer Insight & Advocacy Orange Business Services - How to strategically position your company brand to maximise customer engagement Riaz Rafat - How to effectively leverage customer profiling and segmentation to drive Director of CRM & BI Portfolio retention and ARPU Telenor Norway - How to maximise the return on your high and low value customers Jonathan Earle - How to harness the power of social media to cost-effectively communicate with Head of Consumer Mobile your customer base Telefónica O2 UK - How to identify and manage potential churners to minimise customer switching Michael Havas Group Director of Customer Service & Online Telekom Austria Group PLUS! Don’t miss out on the additional learning opportunities:Pre-conference workshop Hatem Haïkal Labben Group Director of Value Management Etisalat Pre-conference workshop day Paul Elworthy Monday 16th May 2011 Head of Broadband Product Experience Learning from Orange FT Group’s strategy for developing Virgin Media and implementing a refreshing approach to CEM Turkka Koivu Led by: Peter Crayfourd, Head of Customer Lifecycle Experience, Head of Customer Intimacy Orange FT Group Elisa Examining how to develop, implement and effectively manage a customer-centric strategy to maximise customer “This event will be a prime opportunity loyalty and minimise churn to discuss new and innovative ways to For updates on the workshop leader please visit www.loyaltyandprofitability.com foster efficient customer relationships” Michael Havas Post-conference workshop day Group Director of Customer Service & Online Telekom Austria Group Thursday 19th May 2011 Harnessing the power of social media communication to cost-effectively communicate with your customer base “An excellent opportunity to gain best Led by: Michael Havas, Group Director of Customer Service & Online and practice from others on how to translate Elisabeth Gogg, International Marketing Consultant, Telekom Austria Group customer insight into concrete strategies and actions to maximise customer value and reduce churn” Riaz RafatSponsors: Director of CRM & BI Portfolio Telenor Norway Register now at: www.loyaltyandprofitability.com
  • 2. Do you need to know how to drive customer loyalty and extract maximum value from Top 5 Reasons to Attendyour customer base?If so, then Telecoms IQ’s Maximising Customer Loyalty and Profitability is the event for you. Gaincomprehensive insight into the tactical and strategic opportunities to drive customer retention and 1. Take advantage of the onlyrevenue growth. You will find new and innovative ways to engage your customers, maximise ARPU event in the market thatand secure your competitive advantage. links customer loyaltyBringing together telecoms operators from across Europe and the MENA regions, learn first-hand to profitabilitythe foundations of customer loyalty: what drives it, how you can maintain it and ultimately howyou can integrate it into your company strategy. 2. Challenge your thinking onGain in-depth insight from 17 leading operator case studies including: the fundamental drivers- Examine how Telefónica O2 UK uses its loyalty scheme to increase customer satisfaction and stimulators of and to stimulate revenue generation customer loyalty and- Determine how Telenor Norway are effectively leveraging customer profiling and profitability segmentation to drive retention and ARPU- Establish how UPC Netherlands have implemented a proactive customer base 3. Learn how to drive a management strategy to increase loyalty and minimise churn fundamental shift in your- Learn from Hutchison 3 Ireland how to identify and manage potential churners to minimise customers’ perception customer switching of value away from lowPlus, don’t miss out on the additional learning opportunities! Take part in our pre- and post- prices in order toconference workshops where you will discover the true meaning of loyalty, how to develop andmanage a customer-centric organisation and how to harness the power of social media to maximise ARPUcommunicate with your customers.If you have any questions about the conference agenda or would like to speak yourself, 4. Benefit from 17 exclusivefeel free to contact me directly on +44 (0) 20 7368 9576 or email telecoms@iqpc.co.uk operator case studiesI look forward to seeing you in Vienna in May, and learn how to enhance up Save your loyalty strategy t Reg o € iste 30 5. Be part of two in-depth by 2 r and 0! add-on days 9 p ayKate Gray, Conference Producer, Telecoms IQ 201 April demonstrating how to 1Take advantage of our exclusive media centre where you will find engage and communicate with your customers topodcasts, articles and case studies from Orange FT Group, BT Global secure their loyaltyServices, Mobily & Telefónica Europe www.loyaltyandprofitability.comPre-Conference Workshops | Monday 16th May 2011Registration will begin at 09.30.The workshops will take place between 10.00 and 16.00 with appropriate breaks for lunch and refreshments.Learning from Orange FT Group’s strategy for developing and implementing a refreshingapproach to CEMLed by: Peter Crayfourd, Group Head of Customer Lifecycle Experience, Orange FT GroupDelegates will develop a thorough understanding of how to map the journey from business centricity to customer centricity.The workshop leader will outline a step-by-step approach for achieving this whilst evaluating the impact it can have on your company goals, KPIs,organisational culture, customer relationships and touchpoint development.Key themes to be addressed include:- Developing effective relationships with your customer base: recognising the value of customer engagement with your brand- Defining a set of operational brand values that will deliver an optimal customer experience- Determining how to integrate customer feedback into your “coalition transformation strategy” to stimulate customer loyalty and maximise the customer experience you provideExamining how to develop, implement and effectively manage a customer-centricstrategy to maximise customer loyalty and minimise churnGain insight into how to develop and leverage an end-to-end customer-centric loyalty strategy including:- Fixing the fundamentals: determining how to identify and meet the basic needs and expectations of your customer base Join our- Identifying and overcoming the challenges of creating a customer-centric culture within your organisation Group – just search for- Developing and implementing customer-centric KPIs throughout the organisation “Telecoms Networking Forum” • Managing the transition from business-centric to customer-centric KPIs Follow Telecoms IQ onFor updates on the workshop leader please visit www.loyaltyandprofitability.com @TelecomsForum for the latest news, reviews & offers in the Telecoms Industry Register now at: www.loyaltyandprofitability.com
  • 3. Post-Conference Workshop | Thursday 19th May 2011 Registration will begin at 09.30. The workshops will take place between 10.00 and 16.00 with appropriate breaks for lunch and refreshments. Harnessing the power of social media to cost-effectively communicate with your customer base Led by: Michael Havas, Group Director of Customer Service & Online and Elisabeth Gogg, International Marketing Consultant, Telekom Austria Group This in-depth workshop will enhance your understanding of the dos and don’ts of social media communication. Learn how to optimise your relationship with your subscriber base and develop effective, meaningful two-way conversations that drive customer engagement. Gain key advice on tried and tested social media engagement efforts and find out how to cost-effectively take your communication strategy to the next level.You can expect to meet Directors and Heads of: Key case studies not- Loyalty to be missed: Western Europe- Marketing Eastern Europe - Examine how Telefónica O2 UK uses 13%- Customer Insights Scandanavia its loyalty scheme to increase 30% customer satisfaction and to stimulate and Advocacy Middle East 13% revenue generation- Customer Service North Africa - Determine how Magyar Telekom- Customer Experience 14% have successfully integrated a- Brand Customer Experience Management 30%From Fixed, Mobile strategy within their business toand Integrated Operators optimise customer loyalty - Evaluate the results of Orange Business Services’ CustomerThoughts from our expert speaker panel: Partnership Programme for stimulating customer loyalty“An excellent opportunity to see and discuss powerful - Establish how Telekomunikacjacustomer retention operations and strategies.” Polska are effectively recognising and forecasting customer churnInternational Project Manager for CRM Best Practices triggers to maximise customer& Advanced Analytics, Deutsche Telekom retention“This will be a great chance to gain an insight into - Understand how Etisalat are identifying their high and low valuecustomer loyalty best practice across different operators customers and developing strategiesand network with analysis experts in the field of to maximise their profitabilitycustomer retention.” Media PartnersRetentions Analyst, Hutchison 3 Ireland“An opportunity to network and understand howother markets drive profitability, customer loyaltyand ‘fandom’.” InterComms INTERNATIONAL COMMUNICATIONS PROJECTHead of Consumer Mobile, Telefónica O2 UKSponsorship opportunities: meet prospects for your customer loyalty solutions80% of our delegates will use this event primarily to network. Position yourself as a leading solution provider to globalnetwork operators at the Maximising Customer Loyalty & Profitability conference.Telecoms IQ attendees have an active interest in hearing from companies that can provide solutions for:· Data collection and analysis · Customer retention · Churn management · Campaign management · Billing and CRMIf you have a solution for Heads of Loyalty, Marketing Directors or Customer Relationship Managers, we can helpconnect you with your prospects. Telecoms IQ conferences attract senior level decision makers from operators acrossEurope and the MENA region.For sponsorship opportunities, contact Mark Lee on +44 (0) 20 7368 9434 or email sponsor@iqpc.co.uk For your booking enquiries contact us on + 44 (0) 20 7368 9300
  • 4. Conference Day One | Tuesday 17th May 201109.00 Registration and coffee - Company offerings09.25 Welcome address - Company service - Competitive offerings Kate Gray, Conference Producer, Telecoms IQ • Understanding how to analyse customer usage patterns to identify09.30 Opening remarks from the Chair followed by a speed potential churners within your existing customer base networking session • Establishing how to train your employees to recognise potential09.50 Evaluating the success of Orange Business Services’ churners and manage them to prevent future churn customer partnership programme for securing customer • Determining the extent to which you can transform a customer from loyalty and profitability a potential churner to a loyal customer • Understanding the strategic rationale behind Orange Business • Quantifying the future value of a potential churner and determining Services’ customer partnership programme whether or not it is worth investing in retaining them • Quantifying the value of investing in a partnership strategy and the Ronan Brennan, Retentions Analyst, Hutchison 3 Ireland long-term profitability potential 14.20 Are Customers Loyal? • Examining the challenges faced by Orange Business Services when • Leveraging different solutions to drive customer loyalty implementing a partnership strategy at Group level and managing it - Prepay Top Up at local level - Post Pay - Cultural differences - I-Ticketing - Language barriers - Hybrid Solutions - Differing client needs, expectations and influences • Justifying the business case for investing in customer loyalty solutions • Evaluating the success of Orange Business Services’ programme for to transform your business, drive ARPU and minimise churn maximising the customer experience and securing customer loyalty - Where is the ROI? Olivier Mourrieras, Head of Customer Insight & Advocacy, Orange • Establishing how to use loyalty solutions to differentiate your offering, Business Services maximise the customer experience and drive long term measurable results10.20 Examining how UPC have implemented a proactive - Powerful data analysis customer base management strategy to increase loyalty, - Real time mobile marketing reduce churn and generate new sales • Scrutinising case studies in which loyalty programmes have been • Understanding UPC’s ‘Personal Subscription Scan’ model: an implemented to maximise customer lifetime value award-winning campaign to proactively advise customers on the Honey Kirtley, Director of Loyalty & Stephen Upstone, VP of Sales best packages for them in order to ensure value for money & Business Development, Velti • Establishing how UPC have successfully migrated customers to new 14.50 Understanding how to manage and minimise customer packages in order to maximise customer loyalty • Determining how UPC implemented a proactive retention and customer churn within the mass consumer broadband market lifecycle marketing plan to improve customer targeting and interaction • Evaluating the pros and cons of using churn triggers versus a churn Vincent Battem, Senior Manager Loyalty Marketing, UPC Netherlands prediction model • Establishing how to recognise and effectively address churn signals10.50 Morning refreshments during standard up-selling outbound telephone campaigns11.20 Examining how emerging trends within the call centre can • Determining how to manage customers who call the infoline with drive NPS, boost customer loyalty and reduce churn intentions to leave in order to maximise retention • Understanding the drivers of customer satisfaction within your • Examining different churn scenarios in the POS network: which churn organisation and the impact of ‘forward fixes’ on NPS prevention strategies work and which do not? • Determining the role of training within the call centre and its affect on Robert Sambierski, Director of Loyalty & Retention, NPS and customer loyalty Telekomunikacja Polska • Evaluating the results of one client’s NPS programme and how they have used the results to reduce churn 15.20 Afternoon refreshments Robert Dechant, Executive Vice President, Global Sales and 15.50 Examining Hutchison 3G Austria’s customer satisfaction Marketing, Stream Global Services modelling framework to identify potential churners and11.50 Understanding how Magyar Telekom have successfully unvoiced complaints integrated a customer experience management (CEM) • Understanding how to develop a conceptual customer satisfaction strategy within their business to optimise customer loyalty modelling framework based on the customer lifecycle • Understanding the drivers behind Magyar Telekom’s CEM strategy • Determining how to create a methodological framework to identify • Overcoming the challenge of getting CEM buy-in from within the unvoiced complaints organisation • Establishing how to integrate this insight into a successful customer - Senior Management satisfaction model - Other Employees • Evaluating the results of the framework to date and future changes • Determining how to engage the organisation behind the idea of that will be required to enhance the effectiveness of the model customer-centricity Angela Neumayer, Customer Development Manager, Hutchison 3G Austria • Examining the extent to which Magyar Telekom’s CEM strategy has 16.20 Maximising the customer experience and trust through the driven customer loyalty delivery of an accurate and simple monthly bill Tamas Lengyel, Customer Experience Leader, Magyar Telekom • Understanding how to work with the billing team to ensure that the bill12.20 Understanding how to develop effective customer retention produced caters for the different needs of the entire customer base strategies in (partially) saturated post paid markets - Online billing This presentation will discuss the latest results from the strategy - Paper billing deployed at T-Mobile Czech Republic - Convergent billing • Examining the alternatives to customer loyalty point schemes for • Understanding how to ensure price transparency for all your services in maximising customer loyalty and retention order to avoid bill shock • Evaluating the importance of developing a long-term customer • Determining how to ensure the flexibility required to rapidly integrate new retention strategy and determining how to integrate it with your offers and promotions with the existing billing system customer contact strategy • Establishing how to train and manage your customer service employees to • Understanding how to leverage fact-based marketing and data driven ensure that they can effectively respond to any billing queries or complaints CRM to support your customer retention and renewals strategy For speaker updates please visit www.loyaltyandprofitability.com • Evaluating the results of T-Mobile Czech Republic’s marketing and 16.50 Panel Discussion: What makes a customer loyal? CRM strategies for maximising customer retention and renewals This session will take the form of a brainstorming exercise where Marika Hacecka, International Project Manager for CRM Best panelists will present a number of ideas on the key drivers of loyalty. Practices & Advanced Analytics, Deutsche Telekom & This will then be followed by an open discussion between panellists Jitaka Schrothova, Head of Customer Insight Department, and the audience. T-Mobile Czech Republic Panelists will include:12.50 Lunch Peter Crayfourd, Head of Customer Lifecycle Experience, Orange FT Group13.50 Determining how to identify and manage potential churners Riaz Rafat, Director of CRM & BI Portfolio, Telenor Norway to minimise customer switching 17.30 Closing remarks from the Chair • Identifying the key drivers behind customer switching 17.40 End of conference day oneFor your booking enquiries you can email us now: telecoms@iqpc.co.uk
  • 5. Conference Day Two | Wednesday 18th May 201109.00 Registration and coffee • Understanding how to develop profiling and segmentation models09.30 Opening remarks from the Chair that enable the effective analysis and use of all customer data whilst remaining simple and flexible09.40 Realising the advantages and overcoming the challenges of • Establishing what criteria to use to gain a clear understanding of what using social media as a cost-effective way of communicating different customers want and are willing to pay for with your customer base - Customer value - Customer usage • Understanding how to harness the power of social media as a timely - Buying behaviour - Customer needs and cost-effective way to communicate with your customer base • Understanding how to leverage the results of your customer profiling • Leveraging social media communication to build up long-term and segmentation strategy to develop individual offerings that will customer engagement drive usage across different segments • Establishing how to use social media to collect customer feedback - Justifying the business case for doing this on your offerings, services and overall brand • Establishing how to profile customer usage patterns and use this • Determining how to monitor and respond to negative feedback in information to drive cross-selling and up-selling opportunities across order to protect your brand different segments • Evaluating the impact of digital communication on your organisation • Examining how to monitor and interpret changes in both the market and communication strategy situation and the needs of your customer segments to ensure that Michael Havas, Group Director of Customer Service & Online, your are consistently delivering high value offers and promotions Telekom Austria Group For speaker updates please visit www.loyaltyandprofitability.com10.10 Examining how Orange FT Group are implementing 14.40 Determining how to identify your high and low value customer experience management across their Group by customers and develop strategies to maximise their using a tactical solution and a strategic ambition profitability – Elisa’s perspective This presentation will be split into two sections. Firstly it will examine how • Understanding different dimensions related to customer profitability Orange FT Group have developed and implemented their “Mood • Leveraging customer profiling data to identify your high value and low Transformation Strategy” at Group level. The second half of the presentation value customers will demonstrate how Orange Switzerland have successfully adapted and • Evaluating the ROI of investing more resources in your high value customers implemented this strategy to suit the local market conditions. See how they - Will the increase in retention and ARPU outweigh the costs? have defined and operationalised pro-active continuous improvement • Assessing the costs and benefits of using customer facing staff to programmes, the challenges they have faced and their future plans to maximise the value provided to, and the spend generated by, your optimise the customer experience that they provide. high end customers Peter Crayfourd, Head of Customer Lifecycle Experience, • Optimising the time spent with a customer on each interaction based Orange FT Group & Senior Representative, Orange Switzerland on their value and profitability10.40 Examining how Vodafone Ireland is driving a sustainable • Quantifying the value of redirecting large investments to cater for your competitive advantage through a comprehensive customer high value customers loyalty strategy Turkka Koivu, Head of Customer Intimacy, Elisa • Understanding how to use customer value management as a key 15.10 Determining how to identify your high and low value competitive differentiating strategy customers and develop strategies to maximise their • Establishing how to influence the “right “ customer behaviour while profitability – Etisalat’s perspective generating long term loyalty • Leveraging customer profiling data to identify your high value and low • Determining how to leverage contextual marketing to deliver the right value customers value to the right customer at the right time • Understanding how to train front line staff to recognise and cater for Alessia Kosagowsky, Head of Customer Base Management, the different needs and expectations of your customer segments Vodafone Ireland • Evaluating the ROI of investing more resources in your high value customers11.10 Morning refreshments - Will the increase in retention and ARPU outweigh the costs?11.40 Learning from Telenor Norway how to develop and leverage • Assessing the costs and benefits of using customer facing staff to maximise segmentation models for the corporate and SME segments the value provided to, and the spend generated by, your high end customers • Evaluating the pros and cons of using self-service customer care for your • Examining the segmentation criteria used by Telenor Norway for the lower value customers to ensure a cost-effective and consistent service business segment • Quantifying the value of redirecting large investments to cater for your - Macro and micro segmentation your high value customers - Situation-based segmentation Hatem Haïkal Labben, Group Director of Customer Value - Behavioural segmentation Management, Etisalat - Other segmentation criteria: customer value, value at risk, propensity to churn, network effects, industry 15.40 Afternoon refreshments • Understanding how Telenor Norway have implemented their 16.10 Building a “loving customer relationship”: The Virgin Media story segmentation models for the corporate and SME segments using • Understanding how Virgin Media recognised and leveraged the power sales and service segmentation of their network to deliver differentiated and market leading products • Determining how to leverage your segmentation results and including broadband and TV customer insight to develop a portfolio of CRM and BI projects for • Examining how Virgin Media have developed a customer experience the corporate and SME segments strategy to turn their customers into advocates Riaz Rafat, Director of CRM & BI Portfolio, Telenor Norway - Providing optimal customer service and support12.10 Examining how Telefónica O2 UK uses its loyalty scheme to • Determining how Virgin Media have created loyalty initiatives that add increase customer satisfaction and “fandom”, and to value to their offering stimulate revenue generation • Establishing how Virgin Media developed loyalty initiatives that make • Establishing how Telefónica O2 UK have positioned customer insight a difference for their customers at the heart of their business - Giving something back • Understanding how Telefónica O2 UK have integrated this customer Paul Elworthy, Head of Broadband Product Experience, Virgin Media insight across every touchpoint of the business 16.40 Establishing how to develop and leverage a single view of • Determining the success of Telefónica O2 UK’s loyalty scheme in terms of the customer in order to deliver a consistent and optimal - Increasing customer satisfaction customer service - Creating “fandom” • Determining how to integrate customer data from across existing - Stimulating revenue growth organisational silos to develop a single view of the customer Jonathan Earle, Head of Consumer Mobile, Telefónica O2 UK - Managing the amount of data that you have12.40 Panel Discussion: How can you transform your customers • Understanding how to use this data to create and deliver a consistent into brand/company advocates? message across all touchpoints of your organisation This session will take the form of a brainstorming exercise where panelists • Establishing how to effectively meet the needs and expectations of will present a number of ideas on the key drivers of loyalty.This will then your customers at each touchpoint be followed by an open discussion between panellists and the audience. • Understanding how to collaborate with your billing department to ensure that your customers receive accurate and easy to understand bills13.10 Lunch Ahmad Hestmat, Senior Loyalty & Retention Specialist, Mobinil14.10 Leveraging mass market segmentation and profiling models 17.10 Closing remarks from the Chair to effectively meet and exceed customer expectations and drive ARPU 17.20 End of conference COPYRIGHT: Telecoms IQ 2011. Due to unforeseen circumstances the programme may change and IQPC reserves the right to alter the venue and/or speakers. Register now at: www.loyaltyandprofitability.com
  • 6. Maximising Customer 5 WAYS TO REGISTER Loyalty and Profitability Online: www.loyaltyandprofitability.com Tel: +44 (0)20 7368 9300 16th – 19th May 2011 | Hilton Vienna Danube, Vienna Fax: +44 (0)20 7368 9301 To speed registration, please provide the priority code located on the mailing label or in the box below. Email: telecoms@iqpc.co.uk My registration code is IGC_Loyalty_SLIDE Post: your booking form to Please contact our database manager on +44 (0) 20 7368 9300 or at database@iqpc.co.uk quoting the registration code above to IQPC Ltd, inform us of any changes or to remove your details. 2nd Floor, Monday 16th May 2011 - Pre-Conference Workshops 129 Wilton Road, • Learning from Orange FT Group’s strategy for developing and implementing a refreshing approach to CEM • Examining how to develop, implement and effectively manage a customer-centric strategy to maximise London SW1V 1JZ customer loyalty and minimise churn Tuesday 17th - Wednesday 18th May 2011 - Two-Day Conference Thursday 19th May 2011 - Post-Conference Workshop Team Discounts* • Harnessing the power of social media communication to cost-effectively communicate with your customer base IQPC recognises the value of learning in teams. Groups of 3 or more booking at the same time from the same company receive a 10% Delegate Rates discount. 5 or more receive a 15% discount. 7 receive a 20% discount. Only one discount available per person. Team discounts are not applicable Book and pay before Book and pay before Standard Delegate Rates Package 25th March 2011* 29th April 2011* Price in conjunction with another discount. Full Access Pass Venue and Accommodation Pre-Conference Workshops Save €700 €2,899 + VAT Save €300 €3,299 + VAT €3,599 + VAT Hilton Vienna Danube Two-Day Conference Post-Conference Workshop Handelskai 269, 1020 Vienna, Austria Website: www.hilton.co.uk/viennadanube Three Day Pass Please tick the workshop that Travel and accommodation is not included in the registration fee. However you will be attending a number of discounted bedrooms have been reserved at the Hilton Vienna Two-Day Conference Danube. Please call the hotel directly on +43 (0) 1 72 77 70 and quote Save €500 €2,299 + VAT Save €200 €2,599 + VAT €2,799 + VAT booking reference ‘IQPC’ to receive your discounted rate, prices start AND Pre-Conference Workshops from €144 plus taxes. There is limited availability so we do encourage OR attendees to book early to avoid disappointment. Alternatively for a further Post-Conference Workshop selection of hotels, please visit: www.4cityhotels.com/vienna.html Two-Day Conference Only Save €250 €1,649 + VAT Save €150 €1,749 + VAT €1,899 + VAT Free Online Resources * To qualify for discounts, payment must be received with booking by the registration deadline. Early booking discounts are not valid in conjunction with any To claim a variety of articles, podcasts and other free resources please visit other offer. Austrian VAT is charged at 20%. VAT Registration #: ATU 66 0158 58. All prices are exclusive of VAT. www.loyaltyandprofitability.com Delegate Details Digital Conference On CD-ROM Please photocopy for each additional delegate A digital version of the conference proceedings, including all Mr Mrs Miss Ms Dr Other Presentations, is available to buy. First Name Family Name I cannot attend the event, please send me the CD Rom priced at £599 plus VAT. Recent digital events available: Job Title Department Customer Experience Management in Telecoms 2011 Tel No. Mobile No. Telecoms Pricing 2011 Email Please send me conference materials indicated above. I have filled out Yes I would like to receive information about products and services via email credit card details below Organisation For further information Nature of business Please call: +44 (0)20 7368 9300 Address or email: knowledgebank@iqpc.co.uk. Postcode Country To search IQPC’s archived conference documentation Telephone Fax visit: www.iqpcknowledgebank.com Approving Manager Name of person completing form if different from delegate: Terms and Conditions Please read the information listed below as each booking is subject to IQPC Ltd standard terms Signature and conditions. Payment Terms: Upon completion and return of the registration form full payment is required no I agree to IQPC’s cancellation, substitution and payment terms later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a €65 Special dietary requirements: Vegetarian Non-dairy Other (please specify) (plus VAT) per delegate processing fee. Payment must be received prior to the conference date. We Please indicate if you have already registered by Phone Fax Email Web reserve the right to refuse admission to the conference if payment has not been received. Please note: if you have not received an acknowledgement before the conference, please call us to confirm your booking. IQPC Cancellation, Postponement and Substitution Policy: You may substitute delegates at any time by providing reasonable advance notice to IQPC. Payment Method For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained Total price for your Organisation: (Add total of all individuals attending): by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. Card Type: VISA M/C AMEX In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, Card Number: which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to Exp. Date: / Security Number / attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement.Conference code 19776.001 Name On Card: Signature: Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. Billing Address (if different from below): IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen City/County/Postcode Cheque enclosed for: € (Made payable to IQPC Ltd.) occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, (Please quote 19776.001 with remittance advice) fire, labour strike, extreme weather or other emergency. IQPC Bank details: HSBC Bank, 67 George Street, Richmond, Surrey, TW9 1HG. United Kingdom. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the Sort Code: 40 05 15, Account No: 59090618, IBAN Code: GB98 MIDL 4005 1559 0906 18 speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers Swift Code: MIDLGB22 Account name: International Quality & Productivity Centre Ltd. and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts: All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered by IQPC (including Team Discounts) require payment at the time of registration. Discount offers cannot be combined with any other offer. PAYMENT MUST BE RECEIVED PRIOR TO THE CONFERENCE Please do not pass my information to any third party