Call us toll free: +421 252 444 221
Top notch Multipurpose WordPress Theme!

Slide background
Shift away from
NET PROMOTER SCORE
Slide background
CUSTOMER JOURNEY
from emotional perspective
Slide background
How to make multiple sources of

Customer DATA

Work Together?

5th Annual Customer Experience Management Summit

will examine the effect of market turbulences and challenges on customer experience focusing on customer centricity, on the entire customer journey, not individual experiences, and at the same time discuss how to empower sales, support, customer service, and marketing to work together to create a unified, reliable experience, and provide real customer service “secrets” on how to outline the customer experience you want to deliver - for CEM Professionals in the Banking, Retail, Pharma, Telecom and Travel industries! Co-located with the 5th Annual Optimizing Contact Centers Summit.

Benefits of attending

 

  • Understand the challenges of customer experience in the current competitive environment
  • Listen how a Customer Service Academy can implement initiatives to ensure direct alignment between corporate strategy and daily customer interactions in the Call Centre
  • Understand how Learning & Quality functions can work together with Operations to deliver Customer Experience Excellence
  • Explore how Customer Experience Management can back your companies aims to lead the market and optimize costs
  • Determine how to prove the financial impact of the customer experience efforts
  • Identify how turning complaints into business improvements can help achieve an improved customer experience for all customers
  • Get the latest insights on the Future Phase: Contextual Awareness

 

  Request agenda right now

Event Overview

The 5th Annual Customer Experience Management Summit will examine the effect of the market turbulences and challenges on customer experience focusing on customer centricity, on the entire customer journey, not individual experiences, and at the same time discuss how to empower sales, support, customer service, and marketing to work together to create a unified, reliable experience, real customer service “secrets” as how to outline the customer experience you want to deliver, and then find a technology that can help you enhance the experience or make it more efficient, elaborating on the methods which channel of communication to choose for the customer and therefore achievements in customer segmentation, loyalty and insight in leading companies across a variety of industries.

This event is also co-located with the 5th Annual Optimizing Contact Centers Summit. Two of the largest CEM & contact center events of 2014 will be held at the same venue at the same time - with all networking breaks to be shared - giving you an unparalleled networking experience with your fellow professionals!

  Read more

Who will I meet there?

This event is designed for Senior Vice Presidents,  Vice Presidents, Directors, Global Heads, Heads of Departments, Global and International Managers  from the Banking, Retail, Pharma, Telecom and Travel industries involved in:

  • Customer Lifecycle Strategy
  • Customer Experience
  • Customer Service
  • Digital/Social Media 
  • Client Relationship Development
  • CRM & Loyalty
  • Customer Care and Service Quality
  • Marketing / Sales
  • Retention and Loyalty Programmes
  • Customer Insight and Satisfaction
  • Channel and Multichannel Management
  • Omni-channel Management
  • Client Relationship
  • Contact Centre Management
  • Brand Management

   Register your interest

Speakers Include:

  • Michael Havas
    Telefónica Germany

    Vice President Customer Service

  • David Richards
    DHL Express Europe

    Senior Director, Commercial Systems

  • Thomas Egede Kragh
    Nykredit

    Senior Vice President Head of Digital Medias

  • Helena Dahlberg
    Swedbank AB

    Head of Customer Experience

  • Joan Carles Peiro
    Nike

    Customer Operations Director for Europe

Event Countdown

Venue - Barcelona

Request agendaRecommend to a Colleague

Video Testimonials

Journey

Customer journey from emotional perspective

Personalize

How to leverage customer insights to personalize experiences

Omni-channel

How different types of omni-channel services can improve the customer experience

Customer Loyalty

Customer profitability, moving from acquisition to retention and customer loyalty

Sponsors

contextor-weblogospeechstormverintlog

 

Testimonials from Last Year

  • CCC

    Great quality of presenters

  • Arthur D Little

    Good for networking-mobile. Good time management.

  • Pegasystems

    Good selection of speakers

  • Telefonica

    Well organized. Good number of people. Nice atmosphere.

  • Telenor

    The presenters put a lot of effort into their presentations. I took a lot away with me. Very good, wide topic.

  • Deutsche Telekom

    Great networking