Executive Customer Contact Exchange

Executive CustomerContact Exchange

March 27 - 29, 2011Hilton Tower BridgeLondon, UK

www.CustomerContactExchange.com

DElEgatE InformatIon PaCk

2011 Research Partners:

Customer Experience | Process Excellence | People Development

[email protected] (0) 207 368 9484www.CustomerContactExchange.com

Why you cannot afford to miss the 2011 Executive Customer Contact Exchange

An Exchange is a unique, invitation-only meeting driven by pre-scheduled business meetings, between prequalified solution providers and senior decision-makers. Thought-provoking conference sessions, executive roundtables and innovative networking opportunities round out the agenda, resulting in three days of focused, structured business development.

Unlike traditional conferences or tradeshows, the primary focus and benefit of the Exchange is for new relationships to be forged and existing partnerships to be enhanced. Exchange only invites executives with the highest credentials and solution providers with the most cutting edge capabilities to ensure a true peer-to-peer learning and networking forum. Don’t this opportunity to:

• Share and exchange knowledge, ideas and concepts with your global counterparts in a frank behind-closed-doors environment • Benchmark your current strategies and initiatives with other leading corporations in our exclusive Think Tank discussions• Meet the market leading service and solution providers relevant to your business needs, in focused one-on-one business meetings• Take part in a broad range of focused conference and discussion sessions led by peer-level presenters, sharing innovative case-studies, best practice and lessons learned

“Great experience” VP Business & Insurance Channels, ABN AMRO

Probably the best eventI’ve ever attended” VP & Head of Barclays Private InvestmentManagement, Barclays Wealth

Executive CustomerContact Exchangemarch 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 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. It’s for this reason that we are inviting 60 of Europe’s most senior Customer Service, Contact Centre, Sales and Operations Directors to attend this executive level meeting, to discuss key issues including: • 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 • Gaining a holistic view of your customers and the service you provide with cross-channel analytics • 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 • The role of social media in your contact centre now and in five year’s time • Integrating BPM and customer service to ensure continuous performance improvement

The 2011 Executive Customer Contact Exchange Speaker Faculty Includes:

Radu Ciocan, VP Customer Service Europe, Deutsche Telecom

Hazel Fagon, Vice President & Head of Customer Service Support, Visa Europe

David Foord, Associate Director of Clinical Governance, NHS Direct

Andrew Gallacher, Head of Barclays Private Investment Management, Barclays Wealth

Jo Moran, Head of Customer Service, Marks & Spencer

Chris Plank, Customer Service Director, Shop Direct Group

Francesca Rea, Director, Order Entry & Billing, Cable & Wireless Worldwide

Steph Coleman, Head of Customer Experience, Citi UK Consumer (Citi & Egg)

Don Hales, Founder, National Customer Service Awards

Richard Snow, VP Research Director (Customer Service & Contact Centres), Ventana Research

Bryce Coté, VP Customer Care, TomTom

Harley Manning, VP Research Director, Customer Experience, Forrester

Jo Causon, Chief Executive, Institute Customer Service

Gareth Turpin, General Manager, Customer Service Operations, Telefonica O2

Dennis Noorgard, Director of Customer Service, EMEA, Canon Europe

Dawn Cox, Head of Customer Service, Staples, UK & Ireland

Richard Brimble, Customer Experience Director, Veolia Water

Steve Jackman, Customer Experience Senior Manager - Telephone Banking, Lloyds Banking Group

Professor Morris Pentel, Chairman, Customer Experience Foundation

Carl Lyon, Founder, The Quality of Experience (QoE)

Dawn Cox, Head of Customer Service, Staples, UK & Ireland



Professor Morris Pentel, Chairman, Customer Experience Foundation

Abigail Rappoport-Sharan, Director Customer & Partner Experience, Microsoft

Professor Moira Clark, Director Henley Centre for Customer Management, Henley Business School



Executive Customer Contact Exchange Advisory Board

Collaborative, interactive & engaging Senior Director Customer Experience &

Culture, Vodafone Romania


A focused exchange on customer requirements and ways to achieve customer satisfaction. A great Exchange!

VP Customer Service, Gilat Satcom


More Value for your Time out of the OfficeThe 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 will consist of conference sessions, one-to-one business meetings and our signature Think Tank discussions.

Conference SessionsThe highly crafted conference sessions reflect the strategic issues that senior executives have identified as priorities 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.

One-to-One Business Meetings

An integral part of your agenda is the one-on-one business meetings with leading solution providers. When you register for the Executive Customer Contact Exchange, you will be asked to identify the solutions and services you are currently considering, so we can invite leading experts to the Exchange who will fit your business needs.

Prior to the Exchange, you will be able to assess the solution providers who will be attending and select 6-8 who offer products and services that match your initiatives and priorities.

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 a valuable contribution to the requirements of your business. They offer objective, flexible and relevant strategies for success.

This unique aspect of the Executive Customer Contact Exchange serves to simplify the process for sourcing new solutions, enabling you to discover strategies that are working for others and offering you early previews of emerging technologies.

Think Tank Discussions Our signature Think Tank sessions encourage discussion, debate and learning in an unscripted and informal setting. You can choose to participate in these interactive roundtable style sessions on topics which are front of mind issues. You will be able to select from a range of Think Tank topics which will be incorporated into your personal itinerary. These 30 minute discussions will be moderated to ensure that the discussions stay on-course and deliver maximum benefit to you. Ask questions, share experiences, ideas and find the right answers to your immediate concerns.

New! Customer Experience Strategy Sessions - Hosted by This year you will have the opportunity to schedule a one-to-one meeting with Harley Manning, VP Research Director, Customer Experience from Forrester, to discuss the pressing challenges you are facing in developing and implementing 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 meetings will give you an uninterrupted opportunity to gain a fresh perspective on your most pressing challenges, helping drive your service strategies to new heights. With limited availability, make sure you register your place early to secure your appointment!

Your Itinerary

As part of the Exchange you will create your own three day agenda to ensure it meets your current business needs, and it will look something like this:

Sunday 27 March, 201115:00 Registration15:50 Chairman’s Welcome16:00 Keynote Address16:40 Keynote Address17:20 Business Meeting 17:50 Think Tank18:20 Cocktail Reception19:30 Gala Dinner

Monday 28 March, 201107:30 Breakfast Briefing 09:00 Chairman’s Recap09:15 Keynote Address09:55 Session10:40 Think Tank11:10 Session11:55 Business Meeting 12:25 Business Meeting12:55 Lunch13:55 Think Tank 14:25 Business Meeting 15:00 Session15:40 Think Tank16:15 Session16:55 Chairman’s Close17:10 Free Time19:00 Cocktail Reception

Tuesday 29 March, 201108:30 Chairman’s Recap08:40 Keynote Address 09:20 Session10:00 Think Tank10:30 Session11:10 Session11:50 Business Meeting 12:20 Think Tank12:50 Lunch13:50 Business Meeting 14:20 Business Meeting14:50 Session15:30 Chairman’s Close15:45 Exchange Adjourns

Really useful. Lots of great ideas & really good networking event

Head of Business Process Outsourcing Operations, RSA Group

What You Will Gain Access To At The 2011 Executive Customer Contact Exchange

CREATING MORE CUSTOMER VALUE FOR LESS

LEADING YOUR BUSINESS THROUGH CHANGING TIMES



What Makes An Outstanding Service Leader? Examining Latest Research On The Behavioural 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, Staples UK & Ireland

30 MINUTE THINK TANK TOPIC

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?

Radu Coican, VP Customer Service Europe, Deutsche Telecom

Chris Plank, Customer Service Director, Shop Direct Group

Stop Delighting Your Customers In Customer Service Operations! Find Out How To Increase Customer Satisfaction to Impact Business Growth

• 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’


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?

Richard Brimble, Customer Experience Director, Veolia Water

Using Customer & Team Feedback To Shape Your Contact Strategy, Increase Customer Value and Reduce Costs

• 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

march 27 - 29, 2011 | Hilton tower Bridge | london, Uk

CUSTOMER EXPERIENCE

STAYING ONE STEP AHEAD: FUTURE TRENDS


Your Panellists Include:Jo Causon, Chief Executive, Institute Customer Service


Steve Morrell, Founder, Contact Babel

Market Trends Panel

Hear from the world’s leading Customer Service & Experience experts and find out what their views 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 adoption • 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.

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.

Harley Manning, VP Research Director, Customer Experience, Forrester

Bringing Customer Experience Into The Contact Centre

• 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

Customer Experience Workshop Part 2: Getting Stuck In

This interactive workshop is a unique opportunity for you to get to grips with a tried and tested 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’)• Break into groups to discuss and debate the issue that most relates to your own business needs, 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.

Customer Experience Workshop Part 1: The Planning Part

As a precursor to the Customer Experience Workshop: Getting Stuck In, this briefing gives you the 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’ workshop is all about • 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: Professor Morris Pentel, Chairman, Customer Experience Foundation


Chaired by: Professor Morris Pentel, Chairman, Customer Experience Foundation



DELIGHTING YOUR CUSTOMERS THROUGH TRAINING & ENGAGING YOU STAFF

TECHNOLOGY, FROM BOTH SIDES OF THE FENCE




Gareth Turpin, General Manger, Customer Service Operations, Telefonica O2

Andrew Gallacher, Head of Barclays Private Investment Management, Barclays Wealth

Hazel Fagon, Vice President & Head, Customer Service Support, Visa Europe


The Trials & Tribulations of Customer Satisfaction: What’s Next After NPS? How Can It Be Aligned With Online Feedback? Is Mystery Shopping Ever Enough?

Delve Into The Barclays Wealth Story Of Going From Bad To Good To Great: Exceeding Client Expectations by Focussing On Staff Engagement

• 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

“No-One Goes To Work To Do A Bad Job”: How To Get The Best Results From Your People

• 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

Creating A Service Circle: How M&S Engage & Train Their People To Deliver Increased Efficiency & Profit

• 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

“A Fool with a Tool is Still a Fool”: How To Use Technology To Drive Customer Service Improvements

• 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


PROCESS EXCELLENCE

PERFORMANCE MANAGEMENT


Your Panellists Include:Bryce Coté, VP Customer Care, TomTom

Radu Coican, VP Customer Service Europe, Deutsche Telecom

Gareth Turpin, General Manger, Customer Service Operations, Telefonica O2


Your Panellists Include:Steph Coleman, Head of Customer Experience, Citi UK Consumer (Citi and Egg)

David Foord, Associate Director of Clinical Governance, NHS Direct

Steve Jackman, Customer Experience Senior Manager - Telephone Banking, Lloyds Banking Group

Steve Lawrence, Business Processes & Improvements Director, Paradigm Services

Technology As a Business Enabler: Don’t Worry It’s Not a Sales Pitch!

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 thoughts, questions and comments forward prior to the meeting on our brand new and interactive 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 business benefit delivered • The customer service panel can respond with any relevant questions they feel necessary • No selling allowed!

Simple Ways To Completely Satisfy Customers Needs Profitably!

• 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

Using Process Optimisation to Maintain Customer Satisfaction During A Global Business Change

• 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

Getting Rid of the Elephant in the Room! 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, and it probably always will be. So the question remains, how do you get the most from performance 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 ground?• 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?

Dennis Noorgard, Director of Customer Service, EMEA, Canon Europe

It was very interesting, especially the session about social media and change – were very inspirational”

Deputy Head of Customer Experience, easyJet

Its good to have the opportunity to talk to peers about the changes in the contact centre environment, and the programme added to that” Senior VP and Head of Retail Customer Contact Centres, ABN AMRO Netherlands

Informative and thought provoking forum for learning and exchanging knowledge” Head of Customer Service Development, Eurostar

It was surprising how much I learned from different industries. I found it interesting and challenging and a great learning opportunity” Director Reservations Europe & Pacific, American Airlines


Who you will meet:Exchange DelegatesTo 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.

Exchange Solution ProvidersSolution Providers are invited based on the requirements of attending delegates. The solution providers at the Customer Experience Exchange specialise in the following areas:

CONTACT CENTRE

•Agent Analytics

•Speech Analytics (speech / text /operational)

•Call Recording

•Live Chat

•Hosted Contact Centre Solutions

•Interactive Voice Response (IVR)

•Performance Management / Analytics

•Quality Monitoring/ Analysis

•Sales Force Automation

•Speech Recognition

•Telephony Infrastructure

•Virtual Contact Centres

•Voice Biometrics

•Voice Messaging / Recording

•VoIP

•Workforce Management / Optimisation

•Unified Communications

CUSTOMER MANAGEMENT

•Business Intelligence

•Change Management

•Complaints Management

•CRM

•Customer Analysis / Profiling

•Customer Experience Management

•Customer Insight

•Customer Loyalty

•Customer Satisfaction

•Customer Feedback Management

•Enterprise Feedback Management

•Multi-Channel Integration

•Online Customer Service & Support

•Process Improvement / Six Sigma

•Self Service

•Social Media / Web 2.0

•Staff Motivation & Incentives

•Training / Learning & Development

OUTSOURCING

•Call Centre Offshoring

•Call Centre Outsourcing

•Business Process Outsourcing

•Homeshoring

•Nearshoring

•Siting / Location

Executives in attendance will include VPs and Directors of:

Attendees will represent the following key industries:

•Customer Service

•Operations •Retail

•Contact Centres•Customer Strategy

•Sales

•Financial Services (retail, commercial and insurance)

•Telecoms

•Retail

•Travel

•Hospitality

•Media

•IT

•High Tech

•Public Sector•Automotive

•Utilities

Join us on... Follow us on... Become a member of...

JOIN THE COMMUNITY


Customer Management IQ; a division of IQPC, is a forum for sharing ideas, best practices and solutions within the business community. 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 invitation to this event and would like to know if you qualify to attend please call +44 (0) 207 368 9484, email [email protected] or fill in an invitation application online at www.CustomerContactExchange.com

Your 2011 Sponsors

Executive Customer Contact Exchange Partners

Supporting Organisations

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: www.CustomerContactExchange.com

Email: [email protected]

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, LondonAll 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 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.

Two-day Exchange Pricing

Early Booking Rate (Book & Pay By 24th December) Standard Price

£799 +VAT* £999 +VAT*

Executive Customer Contact Exchange

Education

Transcript of Executive Customer Contact Exchange