Executive Customer Contact Exchange

10 - 11 May, 2016

Crowne Plaza, Newcastle upon Tyne, United Kingdom

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It's Time to Personalise, Digitise & Monetise your Customer Services

Sounds like somewhere you need to be? Then come join the leading minds in customer contact who will gather at the 2016 Executive Customer Contact Exchange.

We've worked very closely with experts in the field to design an agenda that is tailor made for decision makers in customer services. Please download the agenda if you're curious to find out more.

We are bored of generic presentations just as much as you are. This is why all our senior execs will take us through a unique journey that provides an open, honest space into how some of the mistakes made have resulted in the most glorious success stories to date.

Space is limited to just 80 execs so please enquire today to find out if you qualify to attend.

"It inspired me to make a difference and reminded me that I can."Global Customer Service Director, Elizabeth Arden
"Stunning cast of senior executives and decision makers, all keen to discuss their respective requirements and plans"Business Development Manager EMEA, LogMeIn

2016 Speakers Include:

 Gary Topiol
Gary Topiol
Managing Director EMEA
Nudge Rewards
Air Berlin
Kai Schubert
Vice President Customer Interaction
Air Berlin
TNT Express
Elaine Barnes
Director of CS, Qualtiy & Experience
TNT Express
Simon Separghan
Director of Global Contact Centres & Omnichannel
The Co-operative Group
Andrew Mann
Customer Data Director
The Co-operative Group
Three Ireland
Justin Conry
Head of Transformation
Three Ireland
Air France - KLM
Fabien Pelous
Customer Contact Centres Project Director
Air France - KLM
Auto Trader UK Limited
Paul Pugal
Customer Services Director
Auto Trader UK Limited
Home Retail Group
James Leech
Head of Customer Services
Home Retail Group
Stuart Balnaves
Head of Learner Experience
British Gas
Lynda Campbell
General Manager, British Gas Cardiff
British Gas
Megan Neale
Global Head of Consumer Engagement Centres
T2 Linguistics Ltd
Valerie Bram
Managing Director
T2 Linguistics Ltd
Sharon Reeves
Director, Digital Services
Keith Fletcher
Head of End-to-End Customer Journey Experience
Fabrice Etienne
Marketing Director EMEA
Shop Direct
Asif Mukhtar
Head of Sales & Service, Outsourcing
Shop Direct

Executive Customer Contact Exchange Photo Gallery

Sponsors & Exhibitors
Silver Plus Sponsors
Silver Sponsors
Creative Virtual
Customer Care BG
Dimension Data
Future Vision
Hewlett Packard Enterprise
Mary Gober
Bronze Sponsors
Insight Now Ltd
Score Buddy
Media Partners
Independent Research Partner
Media Partners
CX Network
Card and Payments World
Enterprise Management 360°
Loyalty Magazine
Mobile Innovation Magazine

  • Top 10 Investment Priorities for 2016 for Customer Service LeadersTop 10 Investment Priorities for 2016 for Customer Service Leaders
    Ahead of the 2016 Executive Customer Contact Exchange we have surveyed the customer contact professionals attending the event to understand their biggest customer service challenges, and which services and solutions they plan to invest in as we head into 2017. Download your copy to find out the results of this cross-industry survey.
  • 2016 Death Of The Contact Centre As We Know It?2016 Death Of The Contact Centre As We Know It?
    Companies are starting to realise that their customer contact can’t just be good some of the time, it has to be consistently excellent across all channels all of the time. So with traditional methods dying out to new and innovative technologies and solutions that are shaping the contact centre of the future...does 2016 spell the death of the contact centre as we know it? 
  • Executive Customer Contact Exchange 2015 Post Event ReportExecutive Customer Contact Exchange 2015 Post Event Report
    Take a look at some of the themes and sessions that took place at the 2015 Exchange by downloading the Post Event Report which covers: 
    • Insights into the delegates top areas of investment for 2016 and beyond 
    • Key attendance stats so you can see just who participated
    • Exclusive presentations and interviews with Customer Service Leaders from Shop Direct, Argos & much many 
  • Forrester: How To Move From Personalization To Individualization
    Forrester Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha, presented at the Executive Customer Contact Exchange on the importance of data-driven CX design and the rise of individualized experiences.

    Here is a sneak peek at Forrester's excerpt from its December report, “Personalization And The Rise Of Individualized Experiences” written Joana’s colleague VP and Principal Analyst, Tony Costa. A Must Read!
  • 3 Customer Contact Challenges! Calling All Solution Providers
    Ahead of the 2015 Executive Customer Contact Exchange we have surveyed the customer contact professionals attending the event to understand their biggest customer service challenges, and which technologies and solutions they plan to invest in as we head into 2016. 

    Here is a sneak peek into some of the REAL problems being faced by heads of customer service attending the Exchange.
  • Achieving Excellence in Customer ContactAchieving Excellence in Customer Contact
    Organisations across the board are starting to realise that, for their customer contact strategy to be successful, it must deliver a great service not just some of the time, but all of the time. This is much easier said than done, and customer contact professionals need to factor in a wide variety of different factors to ensure their customer contact strategy can be leveraged as a true differentiator.

    The “Achieving Excellence in Customer Contact” eBook will give you a valuable insight into those key areas that the experts are prioritising to ensure that their strategy remains competitive and consistently delivers for the customer.