International CEM Summit

 
 
Putting the customer at the heart of the business is the central tenet of marketing. Marketing is about generating products and services that are rooted in the needs of the customer rather than the need of the company to sell its products. To be in tune with the needs of customers, rather than second-uessing, a company must move toward customer-centricity and ensure that the voice of the customer is integral to its strategy and that the customer is considered and discussed at the boardroom level and not just by the customer-facing staff and departments. In the Customer Experience Management (CEM) space, things have been moving just as fast. Not long ago, CEM focused largely on gathering information and pulling insights from customer data, with limited users in marketing, service, or market research. Now, CEM is a comprehensive set of technologies and methods. It enables thousands of users inside companies to employ customer insights to make real connections to real actions that are triggered, managed, and tracked using CEM software.
 
This Event is specially designed for experts who are involved in creating multi-channel customer experiences, transforming organizations to customer centricity, improving customer engagement, customer relationship management as well as customer data management, Customer Satisfaction, Customer Insight, proactive customer services & process excellence.
This event is the unique opportunity to share your ideas, network with your industry peers, market yourself and at the same time bring the value to your company. The Event will deliver you the opportunity to learn from and network with national and international industry leading Customer Experience experts to gain insights, identify opportunities and take away key strategies for successful customer experience management.
 
 

Key topics

 

Workshops, open quizz, panel discussions, demos, live case studies, and key presentations on the key topics:
 
  • Customer journey mapping-ways and methods of capturing and tracking customer journey to improve service delivery and product development.
  • A new way of delivering customer experience - omni - channel marketing
  • Ways to guarantee that the customer experience strategy is supported enabled and executed throughout the entire organization
  • How to optimize channel usage (social, digital, agent etc.) to meet service cost and loyalty objectives
  • How to pull content from more sources, control more powerful analytics and intelligently use customer feedback to improve the business
  • Customer Satisfaction as an attainable goal rather than a slogan - how to motivate the employees?
  • Employment Engagement, delivering better CX through empowering employees - employee loyalty and its impact on CX
  • To understand different ways in analyzing voice of customer and to push the organization in line to deliver better customer experience
  • Different tools and strategies in customer contact strategy communication and data management.
  • Predictive analytics - how to extract information from data to analysis or forecast customer behavior.
  • How customer centric the organization is and how centric it wants to be - building an effective costumer centric framework as one of the key priorities for Companies.
  • How are consumer digital experiences created, delivered and ultimately consumed by the end user
  • How to balance automation with the human touch
  • End to end customer experience - applications, mobiles, tablets etc.
  • Go digital - implementation of new communication ways to customer, next generation customer services.
  • Customer Service, the new marketing in the era of the Social Customer
  • Social Media Dashboard.
 
 

Recognised Speakers

 

  • China Mobile
  • Vodafone
  • Telefonica
  • Orange business services
  • Etisalat
  • Teliasonera
  • MTN
  • Vimplecom
  • T-Mobile
  • Deutsche Bank
  • HSBC Holdings
  • BNP Paribas
  • Credit Agricole Group
  • Barclays PLC
  • Royal Bank of Scotland Group
  • Societe Generale
  • ING Group
  • UBS
  • UniCredit S.p.A.

 

Location

Barcelona, Spain

 

Dates

1st - 3rd October 2013

 

Audience

MOB, Snr V.Presidents/Vice Presidents, Directors, Heads and Senior Managers involve in:
 
  • Customer Experience Management
  • Customer journey
  • Customer Lifecycle Strategy
  • Client Relationship Development
  • CRM & Loyalty
  • Customer Care and Service Quality
  • Marketing / Sales
  • Retention and Loyalty Programmes
  • Customer Insight and Satisfaction
  • Channel and Multichannel Management
  • Process Excellence