Forum Highlights

Why Join This Forum

6 Killer Strategies to Maximize Customer Engagement, Satisfaction and Deliver Outstanding Customer Experience

  1. Be Human, Be Social in Omnichannel World: Integrate human and social into the omnichannel contact center
  2. Customer Experience of the Future: Conduct effective customer journey mapping in the modern digital world
  3. Robust Engagement: Establish and implement a robust customer relationship management system
  4. Drive Personalization: Drive products and services initiatives from a personalized customer perspective
  5. 360 Listening: Capitalize on inbound customer queries as meaningful points of engagement across all channels
  6. Customer Insights: Analyze customer data in real time and delight your customers with instant product and service offerings

Hot Topics to be Discussed

DAY 1: WEDNESDAY, 31 AUGUST 2016

  • Customer Care, Customer Service and Customer Experience in the Digital Age
  • Creating and Managing a Robust Customer Relationship Management System
  • Maintaining Your Competitive Edge through Personalization
  • Proactive vs Reactive Customer Care

DAY 2: THURSDAY, 1 SEPTEMBER 2016

  • Integrating Social into the Omnichannel Contact Center
  • Emotional Intelligence + Insight + Opportunity = £$€¥
  • Providing Skills Training and Development for Customer Service Staff
  • Embracing Customer Insight: Taking Social Beyond the World of Marketing & Customer Service, and into Product Innovation & Development

POST FORUM WORKSHOP:

FRIDAY, 2 SEPTEMBER 2016

  • Designing and Implementing a Multi-Departmental Social Customer Hub
  • Designing and Implementing an Omni-channel Customer Experience Strategy through the Digital Contact Center

Past Participating Companies

Over 400 customer experience and contact center professionals across the globe have attended and benefited from our previous conferences. Selected past participating companies include:

  • Visa
  • Coca-Cola
  • Estee Lauder
  • American Express
  • Toyota
  • HSBC
  • ING Bank
  • Experian
  • Tesco
  • Sanofi Pasteur
  • Beiersdorf
  • McKinsey
  • PricewaterhouseCoopers
  • SAS
  • Bain and Company
  • Lexis Nexis
  • AXA
  • ANZ
  • Shell
  • Imperial Tobacco
  • Canon
  • CA Technologies
  • Schneider Electric
  • Ernst & Young
  • Vodafone
  • IBM
  • Electrolux
  • Caltex
  • Adidas
  • Volkswagen
  • AIA
  • Isuzu
  • Avant
  • Wolters Kluwer