The 6th Annual Customer Experience Management Summit is over.

100+

Satisfied Delegates

Get updates

12+

Networking Hours

Testimonials

TOP 20

Industry Speakers

See example

Over 15

Experience Based Case Studies

More

So make sure you don’t miss out on our next edition in 2016!

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

Take advantage to meet the leading experts within the field and discuss the latest challenges all your competitors are facing.

We are looking forward to welcoming you on board in 2016!

STAY UPDATED

See the past Speakers and Case Studies
from Last Annual BELOW

2015

KEYNOTE SPEAKERS

Alain Galceran

Alain Galceran Luxottica

EMEA Customer Care Director

Katherine De Fontaine

Katherine De Fontaine Kempinski Hotels

VP People Training & Education

Elisabetta Aiello

Elisabetta Aiello Metro

Director Global Communication Mix Management

Bastiaan Braams

Bastiaan Braams ABN AMRO

Director Marketing Strategy at ABN AMRO Retail

Frederic Lobermann

Frederic Lobermann Orange France

Customer Experience Marketing Director

Annamaria<br>La Civita<br>

Annamaria
La Civita
BT

Europe Strategy & Business Planning

Interesting Case Studies from the Agenda 2015

Annamaria<br>La Civita<br>

Annamaria
La Civita
BT

Europe Strategy & Business Planning

SOCIAL MEDIA

How to Look Good on the Social Dance Floor

There is a lot of hype around social media and customer service in the market place at the moment. After all, if Facebook users represented a country’s population, it would be the world’s third largest – behind China and India. So, taken together as a collective customer base, they represent a very powerful marketing channel.
Although most businesses know what social media is and claim they understand it, the vast majority still struggle to harness social media’s power. Many companies embark the Social media journey with no real rationale apart from “everyone else is doing it“…

• How many have a deep understanding of exactly how to benefit from social media?
• How and why customers are actually using social media to engage or comment on brands?
• What are the triggers for these interactions and the implications for customer experience strategies?

LIVING THE BRAND

Living the Brand through the Guest Experience at Kempinski

The presentation takes a look at Kempinski’s re-branding and how we attempt to go further than the sum of our logo, fonts and photography by ensuring that our employees understand what it means to live the brand and have the means to do so.

• How kempinski’s DNA informed our brand promise
• When and how can we deliver on that promise
• The guest experience design
• The tools, training and communication to our employees
• Measurement and results

Katherine De Fontaine

Katherine De Fontaine Kempinski Hotels

VP People Training & Education

Frederic Lobermann

Frederic Lobermann Orange France

Customer Experience Marketing Director

CUSTOMER EXPERIENCE

Providing an Unmatched Customer Experience

Our new strategy, Essentials 2020, confirms our single priority: the customer experience and our ambition to give everyone an unmatched customer experience every day by connecting them to their essentials. Our challenge: How to share the same vision and direction among all our people? How to help them in their daily customers relations? We will share some of the initiatives we are working:

• To see as the customers see
• To listen to the voice of customers
• To cope with their growing need for immediacy

Ultimate Session

FOR NETWORKING

Every morning starts with a great ice-breaking activity – Speed Networking Session. This session is designed to give all participants the opportunity to meet and introduce themselves to their fellow participants before the official conference starts.

Don’t forget your business cards!

Provided Networking Sessions include Coffee Breaks, Networking Lunches, a Cocktail Reception, plus informal gatherings outside conference hours – key tools for establishing future business connections with fellow industry peers.

What delegates had to say

About our past conferences – VIDEO

SEE WHO IS GOING THIS YEAR

Testimonials

  • It has been really interesting, I have really enjoyed it. A great delegation, lots of contribution and the quality of presentations has been high

    Virgin Media
  • Great opportunity, I gained a lot of information also during the networking breaks

    Etisalat
  • Excellent organization, very good topics and speaker selection. My expectationswere exceeded

    Intesa Sanpaolo


Who this event

WAS DESIGNED FOR

This event was designed for Members of Board, C-level, Senior Vice Presidents, Vice Presidents, Directors, Heads of Departments from Retail, Telecom, Banking, Hospitality and Airlines industries involved in:

• Customer Relations
• Customer Experience
• Guest Experience
• Customer Services
• Customer Operations
• Multi-Channels/Omni-Channels
• Marketing & Communication
• Customer Intelligence
• Web Intelligence
• Digital Medias
• Digital Transformation
• Digital Development
• Customer Retention
• Customer Loyalty
• Customer Engagement
• Customer Relationship Management

What differentiates Allan Lloyds’s conferences from the rest?

Tired of attending expos, conferences or events where there is little to no interaction or debate with speakers & delegates?

Allan Lloyds events are famed for being highly interactive. Through our special discussion panels and roundtable discussion formats you will be able to discuss in intimate detail all of the complex issues that you are facing with our speakers and delegates.

Attendees of our events are leaders in their respective companies – meaning you will be able to enjoy indepth discussion with peers!

This is where the real learning & development happens

SPONSORS 2015

Venue

13 – 15 October 2015 I Barcelona

Hotel Barceló Sants

The 6th Annual Customer Experience Management Summit  was in Hotel Barceló Sants, Plaça dels Països Catalans, s/n, 08014 Barcelona.

Things to do in Barcelona:

  • One of Barcelona’s top attractions for tourists is admiring the city’s modernista architecture, and the works of Antoni Gaudí in particular.
  • Picasso’s Barcelona, where he spent his early years, was beautiful and vibrant. Follow the footsteps of the artistic genius as you visit the landmarks that shaped his youth.
  • Montjuïc mountain is the perfect place for a leafy stroll with great views.

WORKSHOP

Workshop A

Culture Creation & Integration

• How to understand the customer expectations?
• Evaluation of the alignment level of your employees with customer
experience strategy and how about the outsourced employees?
• Measurement of customer satisfaction

Workshop B

Going Digital!

• Benefits / objectives of introducing a new channel
• How to measure the efficiency of the channels
• Improved Digital Experience will drive Customer Loyalty and higher Profits

GET UPDATES FOR 2016 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

Take advantage to meet the leading experts within the field and discuss the latest challenges all your competitors are facing.

We are looking forward to welcoming you on board in 2016!

STAY UPDATED

 

Photos from Last Annual

Contact Details

If you have any questions regarding this event and would like us to get in touch with you, please leave us your details and a member of our team shall get back to you shortly.

Delegate Enquiries
Tony Bradley
E: tony.bradley[at]allanlloyds.com
P: +421 221 025 322
Sponsorship & Exhibition
Sam Khalaf
E: bus.dev[at]allanlloyds.com
P: +421 221 025 324

Event Production

Robert Atkinson
E: robert.atkinson[at]allanlloyds.com
P: +421 221 025 322

Marketing

Amy Taylor
E: amy.taylor[at]allanlloyds.com
P: +421 221 025 322

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