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27 weeks until ECMW 2009 - Register |
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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. One month prior to the event, you will be given the opportunity to register for the workshop of your choice. If you have any questions or would like to run a workshop at the event please contact Anita Richards on Tel: +44 207 017 7217 or Email: [email protected]
To Register for the Lunchtime Workshops Click Here.
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.
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2. Make Every Customer A Mystery Shopper
KEY LEARNING POINTS
A practical session exploring how real time feedback channels can help turn customers into the eyes and ears of your
organisation. 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.
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3. Join Vertex For A Delicious Networking Lunch In The Thai Restaurant
Join principal sponsor Vertex for a delicious and informal VIP networking lunch at Nipa, the Royal Lancaster’s awardwinning Thai restaurant.
Inspired by the original Nipa Restaurant in The Landmark Hotel, Bangkok, the 55-seat restaurant features a teak panelled interior and stunning traditional Thai furnishings and ornaments, crafted in Thailand.
Nipa is one of only 15 Thai restaurants in the UK to have received the “Thai Select” award from the Thai Government for restaurants proven to have achieved the highest standards of quality and cuisine.
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4. Hands On Interactive Workshop From Leading Customer Management Consultancy CM Insight
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
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2. Hands on interactive workshop from Verint® Witness® Actionable Solutions
The European Customer Management World Conference, can help you reach those people who really count – your customers and prospects!
Contact Anita Richards to discuss further on [email protected] +44 (0) 20 7017 7217
If you are not registered please fill in the form below.
