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ICBI Event

Dates : 12-15 May 2020
Venue : Royal Lancaster Hotel, London

Lunchtime Workshops Briefings

Get the most out of your time at the event by adding one of our dedicated workshops to your schedule. You will enjoy a Bento-Box for lunch to ensure you spend the bulk of your time listening to the experts. You now have the opportunity to register for the workshop of your choice.

If you have any questions in relation to your attendance please contact Beth Kuria on [email protected]

DAY 1 - Tuesday 13th May 2008 (12:45-14:15)

1. Removing The Rose-Tinted Glasses: Practical Approaches To Measuring And Managing Loyalty

KEY LEARNING POINTS
An interactive and practical session looking at how customer research and feedback can help strengthen customer loyalty. In particular, the session will look at:

  • Optimising the customer journey
  • The role of employees in customer relationships
  • Embedding feedback at an operational as well as a strategic level

Simon Atkinson, Managing Director, IPSOS MORI LOYALTY
Simon Atkinson has over 15 years’ experience researching customers and employees, across both the public and private sectors. He is a frequent writer and commentator on social trends and how to make the best use of research findings. Simon is the co-editor of the Political Communications books on the 2001 and 2005 general elections. His experience includes a period in academic research, as well as a spell as acting Human Resources Director. Simon leads Ipsos MORI's Loyalty division, which works with clients to help them build better relationships with their customers and employees.

Timothy Keiningham, Senior Vice President & Head of Consulting, IPSOS LOYALTY
Timothy L. Keiningham is Senior Vice President and Head of Consulting at Ipsos Loyalty. He is author of several management books and numerous scientific papers. His most recent book, Loyalty Myths (with Vavra, Aksoy, and Wallard), 2005 by John Wiley and Sons, poses the fallacies of most of the conventional wisdom surrounding customer loyalty. Tim’s article, “Return on Quality: Making Service Quality Financially Accountable,” (with Roland Rust and Anthony Zahorik) was selected as one of the “Top 20” marketing science papers written within the past 25 years by INFORMS Society for Marketing Science. His article, “The Brand-Customer Connection,” (with Lerzan Aksoy, Tiffany Perkins-Munn and Terry G. Vavra) was awarded the Citations of Excellence “Top 50” award (top 50 management papers of approximately 20,000 papers reviewed) from Emerald Management Reviews.

OR

2. Proactive Customer Service - Getting and Keeping The New Style Consumer

This is a lunchtime workshop with a difference.....

..... we don't want to present a lot of boring slides

Share your experiences on how the customer-supplier dynamic is shifting.

We' like you to sit back and discuss your issues and experiences with your peers in an informal environment. There will be a theme though, one which will by the end of the conference be on everyone's agenda...

Proactive Customer Service - Getting and keeping the new style consumer

Today, organisations that provide goods and services are being increasingly faced with a new type of customer. One that is technologically -aware, researches carefully and knows the best price, supported by the best service model. A recent conversation with a leading car manufacturer revealed that 5 years ago, a prospective owner would make six to seven trips to the showroom before buying a car. Today, he or she will come in once, with a printout containing the vehicle spec required, how many the dealer has access to and the price of a similar vehicle in a showroom in Glasgow which that want matched! The power in the consumer-supplier dynamic is certainly shifting away from the supplier today.

What is a proactive service approach? How does it help you acquire and keep customers?

A proactive approach means providing a service to customers before they ask for it. There are many examples in use today - we see retailers who send texts warning customers of an imminent delivery or the medical profession sending appointment reminders. It means frontline staff need to think more for the customer, taking ownership of issues and resolving them fully and effectively on inbound contact.

Interested in learning more? That's exactly what our lunch will help you do and we promise not to serve PowerPoint for dessert!

OR

3. More than satisfied: Evaluating the customer experience

For decades organisations have evaluated customer management performance on the basis of customer satisfaction – what customers say about interactions and how they made them feel. Valuable as it is, it tells us little about the quality of the experience itself; why it left the customer satisfied - or otherwise - and how it can be changed to generate a better response.

We'll unveil new research that outlines the current state of customer satisfaction and experience monitoring across UK and US markets, then reveal how organisations can move beyond 'satisfaction' to 'experience' – not just what customers feel but why, and how it impacts their loyalty and spend.

· Hear the truth about customer satisfaction and experience monitoring

· Discover how to identify the interaction characteristics that have the most positive effect on customers

· Find out how to influence, not just customer satisfaction, but customer behaviour – their propensity to purchase, their likelihood to stay loyal

Penny Bousfield, Director, Verint Consulting

Penny Bousfield has been a director with Verint Consulting since 2000 and has managed some of the consultancies most challenging programmes, including large scale outsourced procurement exercises, both on and offshore. She previously managed large scale outsourced projects for a number of blue chip organisations, including BUPA, American Express and a number of Government Departments. During the 80's and 90's she worked for first tier marketing services organisations, forging a successful career in the newly emerging telemarketing industry

DAY 2 - Wednesday 14th May 2008 13.15 - 14.30

1. Removing The Rose-Tinted Glasses: Practical Approaches To Measuring And Managing Loyalty

KEY LEARNING POINTS
An interactive and practical session looking at how customer research and feedback can help strengthen customer loyalty. In particular, the session will look at:

  • Optimising the customer journey
  • The role of employees in customer relationships
  • Embedding feedback at an operational as well as a strategic level

Alex Bollen, Research Director, IPSOS MORI LOYALTY
Alex Bollen is Head of Customer Loyalty Research at Ipsos MORI Loyalty. Alex joined MORI in 1999 and since then has built up a broad range of experience across customer, employee and stakeholder audiences. She is particularly interested in understanding how companies build strong relationships with their customers and has written widely on brands and customer service issues. Her most recent paper ‘Measuring and Managing Loyalty’ looks at how companies can use research measures to improve business performance. Timothy Keiningham, Senior Vice President & Head of Consulting IPSOS LOYALTY See page 5 for biographical details

OR

2. The Power of insight: The changing face of customer analytics – Verint Consulting

To date analytics have been used to police agent behaviour; in future they'll be used to garner business intelligence. In this short workshop we'll examine how analytics and psychology combined can interpret customer conversations to reveal the truth about customer expectations and the weaknesses in our service operations that prevent them being met.

· Identify and eradicate the service weaknesses that frustrate your customers

· Discover the conversational behaviours that positively impact customers

· Improve operational efficiency while raising customer satisfaction

· Understand the changing role of analytics and the role of the contact centre as a business intelligence hub

Rich Ray, Practice Leader, Verint Consulting

3.  The 2008 Customer Engagement Report

The session will highlight the key findings from a number of research projects conducted by Fizzback that outline the state of the art in customer engagement, uncover key areas of opportunity, and provide practical advice on how to drive deeper customer engagement, and in turn, advocacy. In particular, the session will look at:

  • Learning from the experience experts – your customers
  • Revolutionising how you engage with the silent majority
  • Actionable insights from real-time feedback
  • The virtuous cycle for customer experience improvement

Rob Keve, CEO, FIZZBACK

Rob is responsible for global strategy and the management team. He founded The Fizzback Group (formerly Instant Market Intelligence Ltd) as a result of his vision for empowering today’s consumers. Rob has deep experience of running, advising and investing in enabling-technology businesses. Prior to The Fizzback Group, Rob was the Managing Partner of 3K Digital a technology venture fund, where he led the fund's investments into telecoms, software and internet applications.


The European Customer Management World Conference, can help you reach those people who really count – your customers and prospects!

Contact Beth Kuria to discuss further on [email protected]

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Register for Lunchtime Workshops Briefings

DAY 1 - Tuesday 13th May 2008 (12:45-14:15)

 

1. Removing The Rose-Tinted Glasses: Practical Approaches To Measuring And Managing Loyalty

2. Proactive Customer Service - Getting and Keeping The New Style Consumer

3. More than satisfied: Evaluating the customer experience

 

DAY 2 - Wednesday 14th May 2008 13.15 - 14.30

1. Removing The Rose-Tinted Glasses: Practical Approaches To Measuring And Managing Loyalty

2. The Power of insight: The changing face of customer analytics – Verint Consulting

3. The 2008 Customer Engagement Report

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