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Executive Customer Contact Exchange


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Executive Customer Contact Exchange

  1. 1. DElEgatE InformatIon PaCk Executive Customer Contact Exchange March 27 - 29, 2011 Hilton Tower Bridge London, UK Customer Experience | Process Excellence | People Development 2011 Research Partners:
  2. 2. Executive Customer Contact Exchange march 27 - 29, 2011 - london, Uk Welcome to the 2011 Executive Customer Contact Exchange With the question of a double dip recession hanging over us, cash remains king for today’s leading organisations. Yet with ever Probably the best event increasing customer demands, it is only those companies who are able to balance the delivery of a consistent multi-channel service, with increased profits and reduced costs, who will lead the way ahead of the competition. I’ve ever attended” It’s for this reason that we are inviting 60 of Europe’s most senior Customer Service, Contact Centre, Sales and Operations VP & Head of Barclays Private Investment Directors to attend this executive level meeting, to discuss key issues including: Management, Barclays Wealth • Balancing customer experience and business efficiency to deliver real bottom-line results • Measuring customer satisfaction: What’s next after NPS? • Using self-service to deliver customer choice whilst dramatically reducing costs Why you cannot afford to • Gaining a holistic view of your customers and the service you provide with cross-channel analytics miss the 2011 Executive • Delivering measurable results by motivating, engaging, training and rewarding your staff • ‘Contact centre in the cloud’ and it’s impact on the cost and value of customer service delivery Customer Contact Exchange • The role of social media in your contact centre now and in five year’s time An Exchange is a unique, invitation-only • Integrating BPM and customer service to ensure continuous performance improvement meeting driven by pre-scheduled business meetings, between prequalified solution The 2011 Executive Customer Contact Exchange Speaker Faculty Includes: providers and senior decision-makers. Thought- Bryce Coté, VP Customer Care, provoking conference sessions, executive Radu Ciocan, VP Customer Service TomTom roundtables and innovative networking Europe, Deutsche Telecom opportunities round out the agenda, resulting Hazel Fagon, Vice President & Head of Harley Manning, VP Research Director, in three days of focused, structured business Customer Service Support, Visa Europe Customer Experience, Forrester development. David Foord, Associate Director of Jo Causon, Chief Executive, Clinical Governance, NHS Direct Institute Customer Service Unlike traditional conferences or tradeshows, the primary focus and benefit of the Exchange is Andrew Gallacher, Head of Barclays Gareth Turpin, General Manager, Customer Service Operations, for new relationships to be forged and existing Private Investment Management, Telefonica O2 partnerships to be enhanced. Exchange only Barclays Wealth invites executives with the highest credentials Jo Moran, Head of Customer Service, Dennis Noorgard, Director of Customer and solution providers with the most cutting Marks & Spencer Service, EMEA, Canon Europe edge capabilities to ensure a true peer-to- Chris Plank, Customer Service Director, Dawn Cox, Head of Customer Service, peer learning and networking forum. Don’t this Shop Direct Group Staples, UK & Ireland opportunity to: Francesca Rea, Director, Order Entry & Richard Brimble, Customer Experience Director, Veolia Water • Share and exchange knowledge, ideas and Billing, Cable & Wireless Worldwide concepts with your global counterparts in a Steph Coleman, Head of Customer Steve Jackman, Customer Experience frank behind-closed-doors environment Experience, Citi UK Consumer Senior Manager - Telephone Banking, • Benchmark your current strategies and (Citi & Egg) Lloyds Banking Group initiatives with other leading corporations in Don Hales, Founder, National Customer Professor Morris Pentel, Chairman, our exclusive Think Tank discussions Service Awards Customer Experience Foundation • Meet the market leading service and solution Carl Lyon, Founder, providers relevant to your business needs, in Richard Snow, VP Research Director focused one-on-one business meetings (Customer Service & Contact Centres), The Quality of Experience (QoE) • Take part in a broad range of focused Ventana Research conference and discussion sessions led by peer-level presenters, sharing innovative Executive Customer Contact Exchange Advisory Board case-studies, best practice and lessons learned Dawn Cox, Head of Customer Service, Abigail Rappoport-Sharan, Director Staples, UK & Ireland Customer & Partner Experience, Microsoft Francesca Rea, Director, Order Entry & Billing, Cable & Wireless Worldwide Professor Moira Clark, Director Henley Centre for Customer Management, Don Hales, Founder, Henley Business School National Customer Service Awards Richard Snow, VP Research Director Professor Morris Pentel, Chairman, Customer Experience (Customer Service & Contact Centres), Ventana Research “Great experience” Foundation VP Business & Insurance Channels, Carl Lyon, Founder, ABN AMRO The Quality of Experience (QoE) 44 (0) 207 368 9484
  3. 3. Executive Customer A focused exchange on customer requirements and ways to achieve Contact Exchange customer satisfaction. A great Exchange! march 27 - 29, 2011 - london, Uk VP Customer Service, Gilat Satcom More Value for your Time out of the Office Your Itinerary The Executive Customer Contact Exchange offers a variety of unique learning styles and sessions, from which you can build a customised itinerary that reflects your current initiatives, priorities and future strategic objectives. Your itinerary As part of the Exchange you will create your will consist of conference sessions, one-to-one business meetings and our signature Think Tank discussions. own three day agenda to ensure it meets your current business needs, and it will look Conference Sessions something like this: The highly crafted conference sessions reflect the strategic issues that senior executives have identified as priorities Sunday 27 March, 2011 during our lengthy research process. You will choose from a selection of plenary sessions covering a myriad of issues that will create the foundation of your agenda. 15:00 Registration 15:50 Chairman’s Welcome 16:00 Keynote Address One-to-One Business Meetings 16:40 Keynote Address An integral part of your agenda is the one-on-one business meetings with leading solution providers. When you register 17:20 Business Meeting for the Executive Customer Contact Exchange, you will be asked to identify the solutions and services you are currently 17:50 Think Tank considering, so we can invite leading experts to the Exchange who will fit your business needs. 18:20 Cocktail Reception Prior to the Exchange, you will be able to assess the solution providers who will be attending and select 6-8 who offer 19:30 Gala Dinner products and services that match your initiatives and priorities. Monday 28 March, 2011 Your selections are then incorporated into your customised agenda. These private 30 minute one-on-one meetings give you the opportunity to hear from leading specialists, whose industry knowledge and experience enable them to make 07:30 Breakfast Briefing a valuable contribution to the requirements of your business. They offer objective, flexible and relevant strategies for 09:00 Chairman’s Recap success. 09:15 Keynote Address 09:55 Session This unique aspect of the Executive Customer Contact Exchange serves to simplify the process for sourcing new solutions, 10:40 Think Tank enabling you to discover strategies that are working for others and offering you early previews of emerging technologies. 11:10 Session 11:55 Business Meeting Think Tank Discussions 12:25 Business Meeting Our signature Think Tank sessions encourage discussion, debate and learning in an unscripted and informal setting. You 12:55 Lunch can choose to participate in these interactive roundtable style sessions on topics which are front of mind issues. You 13:55 Think Tank will be able to select from a range of Think Tank topics which will be incorporated into your personal itinerary. These 30 14:25 Business Meeting minute discussions will be moderated to ensure that the discussions stay on-course and deliver maximum benefit to you. 15:00 Session Ask questions, share experiences, ideas and find the right answers to your immediate concerns. 15:40 Think Tank 16:15 Session New! Customer Experience Strategy Sessions - Hosted by 16:55 Chairman’s Close This year you will have the opportunity to schedule a one-to-one meeting with Harley Manning, VP Research Director, 17:10 Free Time Customer Experience from Forrester, to discuss the pressing challenges you are facing in developing and implementing 19:00 Cocktail Reception your projects. Forrester provides a vendor agnostic view of the market, and can offer guidance on ways in which leading enterprises are improving the customer experience provided through their contact centres. These consultative one-to-one Tuesday 29 March, 2011 meetings will give you an uninterrupted opportunity to gain a fresh perspective on your most pressing challenges, helping 08:30 Chairman’s Recap drive your service strategies to new heights. With limited availability, make sure you register your place early to secure 08:40 Keynote Address your appointment! 09:20 Session 10:00 Think Tank 10:30 Session 11:10 Session 11:50 Business Meeting Really useful. Lots of great ideas & really Collaborative, interactive & engaging 12:20 Think Tank good networking event Senior Director Customer Experience & 12:50 Lunch Culture, Vodafone Romania 13:50 Business Meeting Head of Business Process Outsourcing Operations, RSA Group 14:20 Business Meeting 14:50 Session 15:30 Chairman’s Close 15:45 Exchange Adjourns 44 (0) 207 368 9484
  4. 4. What You Will Gain Access To At The 2011 Executive Customer Contact Exchange LEADING YOUR BUSINESS THROUGH CHANGING TIMES Don Hales, Founder, What Makes An Outstanding Service Leader? Examining Latest Research On The Behavioural National Customer Service Awards Characteristics Required For Customer Service Leadership • Find out how great service leaders convey the organisation’s service aspirations • Create realistic but stretching challenges to drive change and provide autonomy • Gain key insights into the business impact of recognising achievement in a meritocratic environment and involving staff in planning for the future Dawn Cox, Head of Customer Service, 30 MINUTE THINK TANK TOPIC Staples UK & Ireland Ultimately It’s All About People: Is The Success Of Your Change Programme At The Mercy Of Your People? How Do You Ensure Your Change Programme Delivers Results? CREATING MORE CUSTOMER VALUE FOR LESS Radu Coican, Stop Delighting Your Customers In Customer Service Operations! Find Out How To Increase VP Customer Service Europe, Customer Satisfaction to Impact Business Growth Deutsche Telecom • Why ensuring 0% dissatisfaction is more valuable than always trying to increase satisfaction • Examine customer satisfaction scores and levels of churn before and after this programme was put in place • Removing the frills: Increase your ROI by using customer feedback to ensure you ‘just do it right’ Richard Brimble, Using Customer & Team Feedback To Shape Your Contact Strategy, Increase Customer Value and Customer Experience Director, Reduce Costs Veolia Water • Management can be the biggest barrier to change: Find out why and what you can do to change it by examining Richard’s ‘Understanding & Learning’ theory • As the use of self-service transactions increase, ensure your front line teams - whether contact centre agents or field service engineers - continue to collect customer feedback • Assess a range of simple steps for disseminating best practice throughout your business to ensure effective process and knowledge management Chris Plank, 30 MINUTE THINK TANK TOPIC Customer Service Director, Shop Direct Group Driving Down Costs And Increasing Flexibility With Homeworking Solutions: Which Operating Model is The Right One For You and What is the Impact on the Value of Customer Relationships? 44 (0) 207 368 9484
  5. 5. march 27 - 29, 2011 | Hilton tower Bridge | london, Uk STAYING ONE STEP AHEAD: FUTURE TRENDS Your Panellists Include: Market Trends Panel Jo Causon, Chief Executive, Hear from the world’s leading Customer Service & Experience experts and find out what their views Institute Customer Service are on current market trends and where they believe you need to be focusing your efforts for 2011 and beyond. This interactive panel gives you the opportunity to find out: • Which market trends to keep an eye on and which are just fads • How ‘early movers’ have already demonstrated the benefits of new and innovative technology Richard Snow, VP Research Director (Customer adoption Service & Contact Centres), Ventana Research • How to capitalise on emerging technologies and achieve maximum return on your investment Each of your expert panellists will share exclusive insights into their latest research, offering you an unprecedented opportunity to dramatically advance your understanding of your peers’ and competitors’ challenges. Steve Morrell, Founder, Contact Babel Walk away from this interactive discussion will the practical knowledge you need to start driving change as soon as you’re back in the office. CUSTOMER EXPERIENCE Harley Manning, Bringing Customer Experience Into The Contact Centre VP Research Director, Customer Experience, Forrester • Customer experience will only work as part of a multi-channel strategy, but how can you ensure your corporate wide approach is aligned with your contact centre strategy? • Driving increased productivity, reduced costs and maximum service value with integrated CRM • Best practice and lessons learned for measuring customer experience Chaired by: Customer Experience Workshop Part 1: The Planning Part Professor Morris Pentel, As a precursor to the Customer Experience Workshop: Getting Stuck In, this briefing gives you the Chairman, Customer Experience Foundation opportunity to put your own stamp on the follow up workshop. This is a great way to highlight the key issues that really matter to you and your business, which will shape the exercises and discussions for Part 2. Attend this meeting and: • Find out what the customer experience framework being used during the ‘Getting Stuck In’ Carl Lyon, workshop is all about Founder, The Quality of Experience (QoE) • Debate and decide on the key issues that you would like to delve into further using this framework • Gain key insights into your fellow delegates’ priorities and benchmark your own customer experience maturity Chaired by: Customer Experience Workshop Part 2: Getting Stuck In Professor Morris Pentel, This interactive workshop is a unique opportunity for you to get to grips with a tried and tested Chairman, Customer Experience Foundation customer experience framework that will increase value for your customers. The agenda will run as follows: • Introduction to the customer experience framework and outline of the top 3 challenges facing organisations today (as highlighted during ‘The Planning Part’) Carl Lyon, • Break into groups to discuss and debate the issue that most relates to your own business needs, Founder, The Quality of Experience (QoE) deciding how to best apply the framework • Summary and feedback from all groups to be presented by the facilitators The entire session will be facilitated to ensure discussions stay on track, and each groups’ feedback will be briefly shared at the end of the workshop. The feedback will be sent you after the meeting to provide you with a solid take away. 44 (0) 207 368 9484
  6. 6. march 27 - 29, 2011 | Hilton tower Bridge | london, Uk Jo Moran, 30 MINUTE THINK TANK TOPIC Head of Customer Service, Marks & Spencer The Trials & Tribulations of Customer Satisfaction: What’s Next After NPS? How Can It Be Aligned With Online Feedback? Is Mystery Shopping Ever Enough? DELIGHTING YOUR CUSTOMERS THROUGH TRAINING & ENGAGING YOU STAFF Andrew Gallacher, Delve Into The Barclays Wealth Story Of Going From Bad To Good To Great: Exceeding Client Head of Barclays Private Investment Management, Expectations by Focussing On Staff Engagement Barclays Wealth • Find out how the BPIM (Barclays Private Investment Management) team transformed itself to achieve 98% staff engagement • Assess the impact of successful coaching programmes on client experience • Take home top tips for managing a high performing team to ensure consistently great service • Integrate innovative engagement techniques such as internal TV and radio broadcasts • Developing the right internal quality framework to ensure continuous improvement Hazel Fagon, “No-One Goes To Work To Do A Bad Job”: How To Get The Best Results From Your People Vice President & Head, Customer Service Support, Visa Europe • Getting it right, right from the start: Examine the crucial role recruitment plays in customer service delivery and how you can influence your return from recruitment spend • Find out how Visa Europe’s training and engagement programmes have resulted in a consistent customer satisfaction rate of 90% • Overcome the challenge of maintaining a consistent level of customer service and support as customer satisfaction and expectations are increasing Jo Moran, Creating A Service Circle: How M&S Engage & Train Their People To Deliver Increased Efficiency Head of Customer Service, & Profit Marks & Spencer • Planning and ensuring a joined up approach: How to get maximum value and buy-in • Adapting your organisational structure to ensure it sufficiently supports your people programme • The challenges and benefits of performance managing your people, in or out of the business TECHNOLOGY, FROM BOTH SIDES OF THE FENCE Gareth Turpin, “A Fool with a Tool is Still a Fool”: How To Use Technology To Drive Customer Service General Manger, Customer Service Operations, Improvements Telefonica O2 • Find out how O2 Telefonica have used technologies including social media, self-service and virtual agents to deliver increased customer satisfaction and reduced operating costs • Let your technology team take control! Ensure a scalable, cost effective, easy to implement solution by giving your tech team free reign to meet your requirements • Incorporate your customers into technology investments to ensure maximum control during your change programme 44 (0) 207 368 9484
  7. 7. march 27 - 29, 2011 | Hilton tower Bridge | london, Uk Your Panellists Include: Technology As a Business Enabler: Don’t Worry It’s Not a Sales Pitch! Bryce Coté, VP Customer Care, TomTom This interactive panel session is the perfect chance for you to hear from leading providers and users of smart agent desktop, multi-channel contact centre and self-service technologies. This is your chance to watch your direct peers test and challenge the technology experts on how their products can provide real business benefits. Plus, help steer the direction of the discussion by putting your Radu Coican, thoughts, questions and comments forward prior to the meeting on our brand new and interactive VP Customer Service Europe, Deutsche Telecom networking site - only accessible for attending delegates. The rules: • 3 customer service experts, 3 technology providers • Each solution provider has 5 minutes to present a client case study, focussed on the main Gareth Turpin, General Manger, Customer Service business benefit delivered Operations, Telefonica O2 • The customer service panel can respond with any relevant questions they feel necessary • No selling allowed! PROCESS EXCELLENCE Francesca Rea, Simple Ways To Completely Satisfy Customers Needs Profitably! Director, Order Entry & Billing, Cable & Wireless Worldwide • Balancing customer experience and business efficiency to deliver real bottom-line results • Involving customers in improving the service you deliver • Lessons learned and best practice from Cable & Wireless Dennis Noorgard, Using Process Optimisation to Maintain Customer Satisfaction During A Global Business Change Director of Customer Service, EMEA, Canon Europe • Find out how Canon Europe controlled the change of moving from an outsourced to insourced repair centre • Ensuring a smooth transition for internal staff and external partners with effective process management • Maintaining a consistent level of customer experience by enabling your customers to be in control, and in the know at all times PERFORMANCE MANAGEMENT Your Panellists Include: Steph Coleman, Head of Customer Experience, Getting Rid of the Elephant in the Room! Citi UK Consumer (Citi and Egg) Implementing the Right Performance Metrics to Effectively Engage Your Staff & Drive Increased Sales Chaired by: Carl Lyon, Founder, The Quality of Experience (QoE) Performance Management is still a central point of discussion for organisations right across the globe, David Foord, Associate Director of Clinical and it probably always will be. So the question remains, how do you get the most from performance Governance, NHS Direct metrics to ensure staff stay engaged and motivated, delivering the highest level of customer experience? Attend this session to explore the issues: • Who sits on the quantity and who sits on the quality side of the fence - is there really a middle Steve Jackman, Customer Experience Senior ground? Manager - Telephone Banking, Lloyds Banking Group • How often is often enough to apply metrics? • Which metrics are really the most important? • How can sales and service performance management be integrated and aligned to deliver maximum results? Steve Lawrence, Business Processes & Improvements Director, Paradigm Services 44 (0) 207 368 9484
  8. 8. Executive Customer Contact Exchange march 27 - 29, 2011 - london, Uk Who you will meet: Exchange Delegates To ensure the Exchange offers the highest degree of relevancy for attendees, only senior executives responsible for designing, delivering and enhancing customer experience strategies within their organisations are invited. This exclusive format allows you to connect with those peers whose insights you respect most – through exceptional networking, business meetings and strategic information sharing sessions. It was very interesting, especially the session about social media and Executives in attendance will include VPs and Directors of: change – were very inspirational” • Customer Service • Retail • Customer Strategy Deputy Head of Customer Experience, easyJet • Operations • Contact Centres • Sales Attendees will represent the following key industries: • Financial Services (retail, • Travel • High Tech commercial and insurance) • Hospitality • Public Sector • Telecoms • Media • Automotive • Retail • IT • Utilities Its good to have the opportunity to talk to peers about the changes in the Exchange Solution Providers contact centre environment, and the Solution Providers are invited based on the requirements of attending delegates. The solution providers at the Customer programme added to that” Experience Exchange specialise in the following areas: Senior VP and Head of Retail Customer Contact CONTACT CENTRE CUSTOMER MANAGEMENT OUTSOURCING Centres, ABN AMRO Netherlands • Agent Analytics • Business Intelligence • Call Centre Offshoring • Speech Analytics (speech / • Change Management • Call Centre Outsourcing text /operational) • Complaints Management • Business Process • Call Recording • CRM Outsourcing • Live Chat • Customer Analysis / Profiling • Homeshoring • Hosted Contact Centre • Customer Experience • Nearshoring Solutions Management • Siting / Location Informative and thought provoking • Interactive Voice Response • Customer Insight forum for learning and exchanging (IVR) • Customer Loyalty knowledge” • Performance Management / • Customer Satisfaction Analytics Head of Customer Service Development, Eurostar • Customer Feedback • Quality Monitoring/ Analysis Management • Sales Force Automation • Enterprise Feedback • Speech Recognition Management • Telephony Infrastructure • Multi-Channel Integration • Virtual Contact Centres • Online Customer Service & • Voice Biometrics Support • Voice Messaging / Recording • Process Improvement / Six It was surprising how much I learned • VoIP Sigma from different industries. I found it • Workforce Management / • Self Service Optimisation • Social Media / Web 2.0 interesting and challenging and a great • Unified Communications • Staff Motivation & Incentives learning opportunity” • Training / Learning & Director Reservations Europe & Pacific, Development American Airlines JOIN THE COMMUNITY Join us on... Follow us on... Become a member of... 44 (0) 207 368 9484
  9. 9. Executive Customer Contact Exchange Customer Management IQ; a division of IQPC, is a forum for sharing ideas, best practices and solutions within the business community. march 27 - 29, 2011 - london, Uk Simply put, you can interact, share solutions to your business problems with an incredible network of authoritative sources and practicing professionals. It’s easy. It’s fast. It’s free. What Your Participation Includes: This exclusive event is strictly for senior Contact Centre & Customer Service executives. If you haven’t received an Executive Customer Contact invitation to this event and would like to know if you qualify to attend please call +44 (0) 207 368 9484, email Exchange Partners or fill in an invitation application online at Your 2011 Sponsors Two-day Exchange Pricing Early Booking Rate (Book & Pay By 24th December) Standard Price £799 +VAT* £999 +VAT* The registration fee is ONLY payable by credit card (VISA, AMEX or MasterCard) To apply for an invitation, please contact the Exchange team: Telephone: +44 (0)20 7368 9484 Online: Email: Participation for qualifying delegates includes: • 2 nights accommodation at the venue* • Access to the secure pre-event website to customise your schedule for the Exchange • Selection of interactive discussions, keynote presentations and conference sessions • Selection of one-on-one business meetings with solution providers • Breakfast, lunch and refreshment • Networking dinner * Please note we have a limited amount of accommodation so please book early to avoid disappointment. When the total amount of accommodation has been allocated, the standard rate of £999 + VAT excluding accommodation will apply. The Venue Hilton Tower Bridge, London All 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 Supporting Organisations locations across Europe; 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. The venue for the 2011 Executive Customer Contact Exchange is set against the backdrop of one of London’s best historical landmarks. The Hilton London Tower Bridge hotel is on the doorstep of the city’s financial and shopping districts, offering you the perfect blend of modern workspace and iconic surroundings in which to learn, network and build new business relationships. 44 (0) 207 368 9484