2nd Optimising Customer Experience Forum

Delivering experiences that engender trust and turn customers into advocates

This event showcased the world’s best Customer Experience programmes and provided applicable takeaways that can be put into action immediately.

No matter how experienced companies are in customer excellence or where they are on this journey – there is much to learn at this conference to help them further.

This event enabled customer experience professionals to look beyond their industry borders

and find best practices on designing, delivering and measuring customer experiences.

During two days you could have heared how global brands are developing customer experience
strategies and linking them directly to business results

This premier CEM event in Europe brought you: 

•  Keynotes by Starbucks, Lloyds TSB, Zappos.com, T-Mobile, O2,  Allstate, Virgin Atlantic...

•  17+ case studies by leading global brands

•  Top speakers from the US, Asia and Australia speaking for the first time in Europe!

•  Best practices from telcos, banks, retail, hospitality, etc.

•  Networking with over 80 senior level participants
  

Discussion was focused on:

• Culture: Making CEM a change agent in your organisation

• Process redesign: implementing a customer oriented approach to process re-engineering

• Experience consistency: How to ensure a truly integrated customer management program across all channels?

• Business value: Connecting consumers to experiences and shareholder value

• Loyalty: Loyalty measurement and promoter activation
  

• Value for your customers: Targeting the right customers with the right value propositions to drive growth

How you could have gotten most out of this event:

• By absorbing and sharing best practices from across sectors

• By getting inspired by top class speakers
  

• By not missing the side programme giving you extra time to get new contacts

• By meeting your industry peers in round-table discussions on industry specifics

Who you could have met?

Customer Experience Practitioners responsible for mapping customer journey , desinging customer experiences and bringing strategies to life through service training. Find out how they make CEM a change agent in their organisation and get CEM onto the agendas at the highest levels.

CMOs and VPs of Marketing pursuing new customer-centric metrics and customer transformation strategies. Meet online marketers responsible for creating, developing and implementing multi-channel marketing strategies.

Customer Insights executives responsible for measuring, understanding and interpreting

customer behavior and attitudinal trends to achieve a consistent customer experience.