2nd Optimising Customer Experience

Delivering experiences that engender trust and turn customers into advocates

The 2nd Annual Optimising Customer Experience will bring you speakers and best practices from the USA, Europe, Asia and Australia.

Get inspiration from the hottest brands and look beyond your industry for best practices on how to design, deliver and measure customer experience.

www.cemforum.com

Key Deliverables:

- Focusing the whole company on the customer experience importance
- Moving from traditional customer service to more complex CEM
- Developing a disciplined approach to CEM with clearly defined roles and responsibilities
- Outlining an integrated approach to achieve a multi-channel and cross-channel CE
- Redesigning metrics to improve loyalty, not only satisfaction
Delivering a consistent and branded experience across all touch-points
- Ensuring that experiences are designed around the true customer needs, interests & wants
- Developing a cross-functional approach to improving online experience and usability

Key Speakers:

Executive Vice President Customer Relationship Management
T-Mobile International (GER)

VP Reservations Customer Care & Sales Resources
Continental Airlines (USA)

Global Head of Marketing & Communication
Aggreko Plc (UK)

CEO
Mulberry House Consulting (UK)

Director of Customer Insights and Retention,
Cablecom Gmbh (CH)

Customer Relationship Program Manager
Emirates Airlines (UAE)

Director Relationship Marketing
Telstra (AUSTRALIA)

VP, Customer Experience Program Director
JPMChase (USA)

Head of Customer Experience Development
Orange (UK)

Group Chief Customer Officer
Dialog Telekom (Sri Lanka)

Why You Should Attend in 2008?

Meet and network with more than 100 Customer Experience practitioners responsible for:

- Implementing CEM strategy, changing culture and focusing the whole company on CEM importance
- Analysing and interpreting customer behaviour and attitudinal trends
- Achieving a multi-channel, cross-channel CE
- Improving online experience & usability
- Designing processes that are directly linked to the customer
- Optimising customer satisfaction and retention
- Choosing the right KPIs to measure ROI and success of loyalty initiatives
- Implementing new CRM, billing and other IT based platforms

Relevant departments:

CRM, Marketing, Customer Service, Contact Centers, IT and Web analytics, Cross-Channel Distribution, Business Process Management & Innovation, etc.

About Optimising Customer Experience 2007

“The conference has been AWESOME; great content; fantastic speakers; great opportunity to network and meet other delegates. I really appreciate you extending an opportunity to be a part of this groundbreaking event. One of the best I have attended.”
VP Customer Contact, NetBank (USA)

“The event was one of the best I attended in a few years. Top-notch speakers, outstanding organization and it provided real insights into this critical aspect of any business today; the Customer Experience. The cross industry perspective was definitely a plus. All my thanks to the Empiria Group for putting this great event together.”
Director, Marketing, Southern Europe & Latin America, Amdocs (ESP)

“I would like to thank you and the rest of the Empiria Group for the quality of the conference. It is one of the best conference I've been this year. And I think a lot of the attendees have the same opinion. I think that having different industries talking about a very specific topic has been the key factor of that success.”
Director Customer Insights & Retention, Cablecom (CH)

“I would like to congratulate you and your team on an excellent conference. Good networking opportunities with interesting attendees from equally interesting companies – good atmosphere I am sure the things I have heard and learned will help me and my team members in optimizing the customer experience at my company.”
Customer Experience Manager, Belgacom Group (BEL)

“It was very interesting to see the different presentations of persons of different countries and brands. I have got a lot of ideas and I am hoping to implement some of them into my projects. Very useful was also the personal contact within the conference.”
Director Post-Sales Service, Seat