We invite you to the Global Benchmarking Council’s 11th Annual Customer Experience Conference, to investigate winning strategies and learn from companies that have become customer-centric, efficient and profitable. Thought leaders will share their experiences ranging from customer segmentation, employing customer lifetime value analysis, and refined call center and internet and social media strategies to the use of next-generation customer retention programs and new social networking technologies to innovate and reach customers directly.

We invite service, sales, call center and marketing leaders whose jobs depend on servicing customers; who are tasked with defending and gaining market share and enhancing loyalty with their most critical customer segments.

Topics on slate for this benchmarking exchange and working conference include:

• Managing customer experience from top to bottom and bottom to top of the organization and the implication for change management
• Understanding and utilizing customer behaviors and social trends to enhance solution selling and shape new product development
• Understanding the customers’ workflows and customer life time value
• Using technology, such as social media, to accelerate processes that connect customers to the business
• Using innovative customer listening posts – from web interactions and early warning systems to call centers and complaint tracking – to retain valued customers and improve customer experience
• Working with internal customer focus champions to mobilize employees