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Want Customer Loyalty? Improve Customer Experience First
2nd Annual Optimising Customer Experience will bring you speakers and best practices from the USA, Europe, Asia and Australia. The aim of this event is to bring unique insights and best practices from some of the worlds most advanced customer management practitioners. Get inspiration from the hottest brands and look beyond your industry for best practices on how to design, deliver and measure customer experience.
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.
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