Customer Experience Exchange

Knowledge Management – Customer Insight – Business Intelligence - Workforce Excellence
24 - 26 November, 2008 · Hotel Okura, Amsterdam, The Netherlands

Conference Day One: Tuesday, 25th November, 2008

Coffee & Registration

Chairman’s Welcome & Introduction to Day One

Peter Massey
Managing Director
BUDD

Opening Keynote Address

Supporting Customer Experience For Long Term Growth & Profitability

Take home a clear understanding of what Orange Business Services considers to be the ultimate customer experience, and how this strategic priority is integrated across the organisation
The reality: Find out how Orange Business Services' approach has impacted their customer satisfaction and attrition ratings

Carlos Sartorius
COO
ORANGE BUSINESS SERVICES

Orange Business Services Case Study: Delivering Outstanding Customer Experience

Closely and continuously link satisfaction results with areas of improvement and competitive differentiation
Create specific service improvement plans and apply customer programme management to improve extended customer teaming
Implement targeted projects across varying business and operational units to tackle the gap between customer loyalty drivers and internal performance
Maximise communication and transparency across all management levels to ensure you have complete buy-in and staff mobilisation
Understand the importance of the psychology of Customer Experience – it's much more than a management process or strategy

Marc Anné
VP Customer Insight & Advocacy
ORANGE BUSINESS SERVICES

Ice Breaker Networking Session

Come armed with business cards and an open mind! In a bid to get everyone warmed up and raring to go we’re facilitating this ice breaker session to enable you to spend just a couple of minutes with each of your fellow attendees. With only 2 minutes at each table, use your time wisely, ask as many questions as you can and make sure you grab the opportunity to introduce yourself to that person you’ve been trying to schedule a meeting with for months!

Mid-Morning Networking Coffee Break

STREAMED SESSIONS

Knowledge Management	Customer Insight	Business Intelligence	Workforce Excellence
Shell Case Study: Establishing Consistency Of Customer Service As A Competitive Differentiator Move away from delivering 'flavour of the month' service strategies to ensure your customers receive a consistent quality of service Uncover the practicalities of selecting your customers' top 5 priorities and then actually delivering them Develop disciplined project management techniques to ensure longevity of the consistency you deliver Ron Mawhinney Global Customer Service Assurance Manager SHELL INTERNATIONAL	O2 Case Study: Turning Customers Into Fans Develop a deep understanding of your customers to ensure you deliver the experience your customers want Evaluate how your customers feel at each point along the customer journey and take action as a result Utilise this understanding to deliver what your customers want today as well as what they need tomorrow Take home simple solutions for supporting necessary organisational changes Bob Dunn General Manager, Customer Experience Delivery TELEFÓNICA O2 UK	Networking Session	Achieving Maximum Value from Outsourced Partners for Multiple Language Service Delivery Selecting the right partner to ensure strong management oversight for resource allocation and quality Utilise flexible and robust technology to allow effective market-based data capture and reporting Incorporate your partner into your internal think-tank by regularly soliciting feedback for process changes and enhancement opportunities Understand the importance of assisting financially with recognition programmes to ensure long-term, talented staff remain on your account Michele Watson VP Global Customer Care match.com
One-to-One Networking Breaks: Do you have a valuable case study to share about Knowledge Management? If so please call Bruce Casalis on +44(0) 207 368 9500 or email sponsorship@iqpc.co.uk to find out if we have an available opportunity for your client to deliver a presentation at the event.	Listen And Respond To The Voice Of The Customer: Net Promoter Score (NPS) And Community Marketing Why offline and online communities matter and how to create and manage yours Uncover how NPS helps measure and create an engaged customer community Examples of how NPS works in a variety of businesses along with best practice from the field Find out why NPS is gaining popularity as a key way of giving customers a "seat at the table" How to determine if NPS is right for your company (and how to get started) Kip Knight VP Marketing EBAY NORTH AMERICA	Thinking about having your customer community? Evaluate the results of a recent Green Community research project on how to make research more interesting, generate new ideas and ultimately drive consumer attitudinal and behavioural change Discuss the implications and benefits of online research communities and the approach to businesses Learn the do’s and don’ts of online research communities Ville Osterlund Managing Director InterQuest.com – Online Research Community Specialists	Intuit Case Study: Utilise The Lessons Learned From The Toyota Production System To Mould The Mindsets Of Your Employees Provide front line employees with increased ownership to encourage questioning of the service they’re providing Ensure cross functional communication occurs when questions arise Develop rapid experimentation to improve processes and customer experience Share the experiments’ findings across your organisation to maximise learning capabilities Enhance organisational capabilities by ensuring leaders apply the lessons learned Soni Meckem Senior VP Customer Experience, INTUIT FINANCIAL INSTITUTIONS DIVISION
Networking Lunch Break
Parcelforce Worldwide Case Study: Many Channels, Same Great Service Provide easily accessible channels to your customer to increase satisfaction Ensure your customer’s journey is governed by their choice, not yours Deliver the same functionality and service attributes across all channels Take home an understanding of which channels work better for which services Incorporate Generation Y’s channel preferences into your communication strategy Emma Bailey Customer Service Manager PARCELFORCE WORLDWIDE	Understanding The Customer Journey And Identifying Customer “Moments of Truth” How to identify and manage moments of truth to help measure customer satisfaction Identify critical junctions within the customer’s journey and assess internal Key Performance Indicator’s as a result Learn how to integrate moments of truth into your customer experience strategy Rui Santos Former Director of Contact Centres, PORTUGAL TELECOM - currently President APROCS	One-to-One Networking Breaks: Your opportunity for a no-strings consultation with market leaders whose solutions are matched to your specific needs.	Edexcel Case Study: Good Governance, Complete Visibility, Great Results Accountability: Drive performance through clear accountability in a partnership environment Visibility: Invest in the use of Management Information to manage a service and drive the customer experience Delivery: An efficient and high quality service through precise Service Level Agreements (SLA) that do not solely operate around financial penalties Greg Ferrari Customer Service Director EDEXCEL
Knowledge Swap: Maximise your programme with dedicated and structured discussion sessions focused on your top challenges. Benchmark and compare experiences with peers in open roundtable discussions.

Knowledge Management

Customer Insight

Business Intelligence

Workforce Excellence

Shell Case Study: Establishing Consistency Of Customer Service As A Competitive Differentiator

Move away from delivering 'flavour of the month' service strategies to ensure your customers receive a consistent quality of service
Uncover the practicalities of selecting your customers' top 5 priorities and then actually delivering them
Develop disciplined project management techniques to ensure longevity of the consistency you deliver

Ron Mawhinney
Global Customer Service Assurance Manager
SHELL INTERNATIONAL

O2 Case Study: Turning Customers Into Fans

Develop a deep understanding of your customers to ensure you deliver the experience your customers want
Evaluate how your customers feel at each point along the customer journey and take action as a result
Utilise this understanding to deliver what your customers want today as well as what they need tomorrow
Take home simple solutions for supporting necessary organisational changes

Bob Dunn
General Manager, Customer Experience Delivery
TELEFÓNICA O2 UK

Networking Session

Achieving Maximum Value from Outsourced Partners for Multiple Language Service Delivery

Selecting the right partner to ensure strong management oversight for resource allocation and quality
Utilise flexible and robust technology to allow effective market-based data capture and reporting
Incorporate your partner into your internal think-tank by regularly soliciting feedback for process changes and enhancement opportunities
Understand the importance of assisting financially with recognition programmes to ensure long-term, talented staff remain on your account

Michele Watson
VP Global Customer Care
match.com

One-to-One Networking Breaks:

Do you have a valuable case study to share about Knowledge Management? If so please call Bruce Casalis on +44(0) 207 368 9500 or email sponsorship@iqpc.co.uk to find out if we have an available opportunity for your client to deliver a presentation at the event.

Listen And Respond To The Voice Of The Customer: Net Promoter Score (NPS) And Community Marketing

Why offline and online communities matter and how to create and manage yours
Uncover how NPS helps measure and create an engaged customer community
Examples of how NPS works in a variety of businesses along with best practice from the field
Find out why NPS is gaining popularity as a key way of giving customers a "seat at the table"
How to determine if NPS is right for your company (and how to get started)

Kip Knight
VP Marketing
EBAY NORTH AMERICA

Thinking about having your customer community?

Evaluate the results of a recent Green Community research project on how to make research more interesting, generate new ideas and ultimately drive consumer attitudinal and behavioural change
Discuss the implications and benefits of online research communities and the approach to businesses
Learn the do’s and don’ts of online research communities

Ville Osterlund
Managing Director
InterQuest.com – Online Research Community Specialists

Intuit Case Study: Utilise The Lessons Learned From The Toyota Production System To Mould The Mindsets Of Your Employees

Provide front line employees with increased ownership to encourage questioning of the service they’re providing
Ensure cross functional communication occurs when questions arise
Develop rapid experimentation to improve processes and customer experience
Share the experiments’ findings across your organisation to maximise learning capabilities
Enhance organisational capabilities by ensuring leaders apply the lessons learned

Soni Meckem
Senior VP Customer Experience, INTUIT
FINANCIAL INSTITUTIONS DIVISION

Networking Lunch Break

Parcelforce Worldwide Case Study: Many Channels, Same Great Service

Provide easily accessible channels to your customer to increase satisfaction
Ensure your customer’s journey is governed by their choice, not yours
Deliver the same functionality and service attributes across all channels
Take home an understanding of which channels work better for which services
Incorporate Generation Y’s channel preferences into your communication strategy

Emma Bailey
Customer Service Manager
PARCELFORCE WORLDWIDE

Understanding The Customer Journey And Identifying Customer “Moments of Truth”

How to identify and manage moments of truth to help measure customer satisfaction
Identify critical junctions within the customer’s journey and assess internal Key Performance Indicator’s as a result
Learn how to integrate moments of truth into your customer experience strategy

Rui Santos
Former Director of Contact Centres, PORTUGAL TELECOM - currently President
APROCS

One-to-One Networking Breaks:

Your opportunity for a no-strings consultation with market leaders whose solutions are matched to your specific needs.

Edexcel Case Study: Good Governance, Complete Visibility, Great Results

Accountability: Drive performance through clear accountability in a partnership environment
Visibility: Invest in the use of Management Information to manage a service and drive the customer experience
Delivery: An efficient and high quality service through precise Service Level Agreements (SLA) that do not solely operate around financial penalties

Greg Ferrari
Customer Service Director
EDEXCEL

Knowledge Swap:

Maximise your programme with dedicated and structured discussion sessions focused on your top challenges. Benchmark and compare experiences with peers in open roundtable discussions.

Afternoon Networking Coffee Break

Closing Keynote Session

Cablecom Case Study: How We Learned To Serve Our Customers, Not Make Them Hostages!

Loyalty doesn’t come for free: Don’t forget your business case
Reduce churn: Be proactive – if you react, it is too late
Understanding the huge emotional component in loyalty and how to better connect with your customers

Federico Cesconi
Director of Business Intelligence
CABLECOM

19:00 Networking Canal Cruise & Cocktail Reception

Utilise this time to discuss the day’s activities with your peers in a relaxing environment.
Take in the sights of Amsterdam and enjoy this unique networking opportunity.

[ Enquire Now ] [ Next: Conference Day Two ]