Optimising Customer Experience (CEM)

Venue: Barcelona

Location: Barcelona, Spain

Event Date/Time: Jul 19, 2007
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Description

This is the premier Customer Experienc conference in Europe. During two days, you will hear how CE practitioners from a range of industries have overcome challenges such as achieving senior management and employee buy in and reaching cultural alignment. Explore best practices and case studies on how to design, implement and measure CE initiatives!

www.empiriagroup.eu/cem

Join us in Barcelona and:

1. Hear 15+ case studies on CE from the most recognized companies such as Continental Airlines, VISA, Avis, NetBank, Orange Business Services, Bharti Artel, Telstra, ING and many more...
2. Get first hand information directly from senior CE practitioners
3. Listen to an international line-up of speakers from all over Europe, ME & Russia
4. Compare best in class examples from a range of industries
5. Take part in highly focused discussions and interactive sessions
6. Meet with and develop your contact network of Marketing, CRM, Customer Contact and Service Quality professionals



Key topics

1.

Employee & Customer Engagement: What are the keys to achieving senior management and employee buy in?
2. Using Voice of the Customer and Six Sigma for transforming the Customer Experience
3. Understanding your customer & designing a CE plan around his needs
4. Measuring the delivery of CE in order to optimise loyalty and return on customer
5. What are the keys to fulfilling the brand promise at each touch-point?
6. Comparing B2B and B2C Customer Experience

Departments:
VPs, Directors, Heads, Managers of:
Customer Satisfaction & Customer Experience,Customer Service & Quality, Customer Knowledge
& Intelligence, Corporate & Business Strategy, Customer Management and Retention, Relationship Marketing

Industries:
Consumer Products & Manufactures, Financial Services, Retailing, Automotive, Hotels, Pharmaceuticals and Health care, Telecommunication, Chemical, Media & Search Engines

The Expected Geographical Breakdown:
Europe (75%), Middle East (10%), USA (5%), Africa (5%)

Venue