Exchange Day Two: Friday 26th March 2010

09.00 Coffee & Registration

09.15 Chairman’s Welcome & Introduction To Day Two

Don Hales
Founder and Chairman of Judges
National Customer Service Awards and National Sales Awards Co-author of "WOW! That's What I Call Service"

09.20 Enterprise Customer Management - Thinking Outside The Box!

  • Prevent your customers from struggling with the ‘multiple faces’ of your company
  • Learn how to simplify and improve the customer experience by managing your customer processes as a complete value chain
  • Ensure your contact centres are the critical link in your end-to-end customer processes to accelerate growth, manage costs, and create customers for life

Carol Wyatt
Vice President, Global CRM Services
HP Enterprise Services

10.00 Market Trend Analysis: Want To Know More About Cloud Computing, Social Media, Mobile CRM, Unified Communications, Self-Service And Web 3.0?

Hear from the world’s leading contact centre and Customer Experience Management analysts and find out what their expert views are on current market trends, where you need to be focussing your efforts for 2011 and how you can capitalise on current technologies and achieve maximum return on investment.

Panellists Include:

Jo Causon
Chief Executive
Institute of Customer Service

Richard Snow
VP & Research Director Customer and Contact Centre
Ventana Research

Professor Morris Pentel
Chairman
Customer Experience Foundation

11.00 Mid-Morning Networking Coffee Break

Break-Out Workshops
*** Select Any Sessions You Want To Attend, And We Will Personalise Your On-The-Day Agenda ***

Designing, Developing & Delivering the Right Strategy Driving Efficiency & Business Performance

A5: Delivering Maximum Value For You & Your Customers With Self Service

Emma Bailey
Director
Maple Business Consulting

B5: Succeeding with Net Promoter: Measuring and improving customer experience through Net Promoter

Naomi Kasolowsky
Senior Director, EMEA
Satmetrix

A6: Driving Business Change through Service Excellence

Lynda Campbell
General Manager
British Gas

Triple Award Winner in 2009! Best Big Company to Work For, Best Workplace Europe & Best European Call Centre

B6: Delivering a Great Customer Experience and Business Efficiency Within the Contact Centre: A Choice or Balancing Act?

Francesca Rae
Director Customer Service Centre
Cable & Wireless

13.10 Networking Lunch Break

Designing, Developing & Delivering the Right Strategy Driving Efficiency & Business Performance

A7: One-To-One Meeting:

Attend a pre-scheduled meeting with one of the leading solution providers on site who has been matched to meet your specific needs.

Take advantage of this no strings consultation and use this time to obtain valuable insights from industry leaders and innovators.

B7: Driving Customer Obsession through Truly Engaged Employees

Karen Tiltman
Customer Service Director
American Express

A8: Using Technology to Drive Business Benefits across the Organisation

Gökhan Alakus
Senior Vice President, Contact Centre
Deniz Bank

B8: Ensuring a Great Customer Experience During a Merger and Large Scale Customer Migration Operations

Alexander Hamel
Director of Customer Service
T-Mobile Netherlands

16.00 End Of Exchange

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