Exchange Day One: Thursday 25th March 2010

08.30 Coffee & Registration

09.15 Chairman’s Welcome & Introduction To Day One

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"

10.10 Ice Breaker Networking Session

Branded as “the best networking session I’ve ever attended” by a number of past Exchange delegates, this is the ideal opportunity for you to capitalise on your time out of the office by speaking to each of your international peers in attendance. This unique networking session is structured so that within just five minutes, you will know if it’s worth meeting up again with someone later in the day or whether there’s a possibility of a future business relationship.

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 Maximising Performance & Profit from Your People

A1: Using Customer Feedback to Drive Your Service Strategy

Sarah Thomas
Head of Customer Service Development
Eurostar

B1: Aligning Contact Centre Operations with Customer Requirements

Gabi Guedj
VP Customer Services
Gilat Satcom Networks

C1: T-Mobile: empowering every agent to dramatically improve CSAT and FCR

Lee Mostari
Head of Customer Experience & Voice of the Customer
T-Mobile

Rowland Adshead
Commercial Director, EMEA
Fizzback

A2: Windows 7 Launch: Using a Multi-Channel Strategy to Excite Customers and Employees

Kim Bright
Global Programme Director
EMEA Customer Service & Support, Microsoft

B2: Dynamics CRM for the Contact Centre: Providing a True Multi-Channel Integrated Contact Centre Solution

Michael Hoffmann
Manager for Integrated Contact Center
Microsoft Corporation

Pascal Baker
Director of Sales, MphasiS UK
an HP Company

C2: Creating a Customer Obsessed Culture: Helping Your People to Help Your Customers

David Perrotta
Senior Director Customer Experience & Culture
Vodafone Romania

13.00 Networking Lunch Break

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

A3: DIY Discussion

You know how important it is to give your customers choice, and so do we! Send in your questions, comments and challenges on ‘how to design, develop and deliver the right strategy’ to abigail.stern@iqpc.co.uk and create your very own workshop at the ECCE 2010!

B3: Continuous Improvement – Quality when Outsourcing

Paul Byrne
EMEA Continuous Improvement Director
Sitel

C3: Finance Break Out

Michel Driel
Senior VP and Head of Retail Customer Contact Centres
ABN AMRO Netherlands

A4: Driving Your Business Strategy by Listening to Your Customers

Victoria Sherston
Head of Customer Service
Laithwaites Wines

B4: Understanding Self-Service Tools To Deliver Maximum Value For You & Your Customers

Emma Bailey
Director, Maple Business Consulting & Former Customer Service Leader
Parcelforce Worldwide

C4: Extended Session: Social Media Break Out

Professor Morris Pentel
Chairman
Customer Experience Foundation

17.30 From Building Maintenance To Five Star Hotel: How To Deliver A World-Class Customer Service Every Single Day

Derek Williams
Chief Executive
The WOW! Awards

18.00 Networking Cocktail Reception

Hosted In Conjunction With The Wow! Awards

Download the full agenda

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