7 days until ECMW - Register

ICBI Event

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

New for 2008

A Fantastic Keynote Speaker Line-Up:


Stephen Covey,

Principles-Focused Business & Customer Management Guru


Sir Richard Branson

Chairman & Founder
THE VIRGIN GROUP


Ken Blanchard
,
Co-Author of “The One Minute Manager”, “Raving Fans” & “Leading At A Higher Level”


Daniel Pink,
Acclaimed Business & Customer Trend Analyst & Author


Professor Gerald Zaltman,

Joseph C. Wilson Professor of Business Administration Emeritus,

HARVARD
BUSINESS SCHOOL


Fred Reichheld
,
The World’s Leading Loyalty & Advocacy Expert

We have created a more interactive programme with some great new formats for the 2008 event. You will connect with the premier speakers; discuss your learning with your peers and brainstorm ideas for implementation with our:

  • Strategy in practice roundtables
    Speaker case study followed by facilitated Q&A; and finished off with time for networking and discussion with your peers over a coffee
  • Sector-focused “roll up your sleeves” discussions
    You told us you would like to focus in on sector specific issues, so join one of the discussion tables with a glass of champagne and discuss the challenges and experiences in Retail; Financial Services; Public Sector; B2B and Leisure
  • Interviews
    The ideal opportunity to dig down into the details – send us your questions in advance!
  • Extended Q & A sessions
    Have the answers to those burning problems from the leaders in each field
  • Off the record with the keynote speakers
    Your chance to meet the gurus in person
  • Solutions clinics
    Need some expert advice for your business? Case Study focused solutions to those everyday business needs
  • Lunchtime workshop briefings
    Even more learning over lunch!
  • Peer discussion breaks
    You told us the event makes you feel so inspired and excited about great customer focus, you just want to tell someone and share your feelings! So take a moment to discuss your thoughts and experiences with a fellow attendee or two.
  • Feedback system
    During the conference you can text or email me your feedback to give us your real-time views on what your thinking and/or what we can improve to make your experience even more special.

And to finish off each day, a summary of key learning of each track will be prepared by the advisory board track chairman and sent to you after the event – the perfect way to put all you have learnt into practice after the event and extract maximum value from the time spent out of the office.

  • A brand new Customer Experience Workshop on 15th May led by Lou Carbone of Experience Engineering and Chris Daffy of The Academy of Service Excellence. Lou and Chris will be joined by 2 UK focused and 2 US focused corporate case study speakers to provide you with a transatlantic view of the customer experience for deeper learning. This fantastic opportunity to learn from 2 top gurus in customer experience as well as hands-on practical learning from case studies, makes this day an unmissable opportunity.

  • The pre-eminent event advisory board have been a great source of insight and information into the hottest topics and companies who are doing it right with their customer focus. So a big thank you to them! We wanted to share the latest research and thinking from the event advisory board, so please feel free to download the article by each member and come along to the event to meet them in person.


Moira Clark,
HENLEY CENTRE FOR CUSTOMER MANAGEMENT
Article on: "How to achieve Excellence in Customer Management"


Lou Carbone
,
EXPERIENCE ENGINEERING
Article on "Managing Service Experience Clues"


Peter Massey
,
BUDD


Chris Daffy
,
THE ACADEMY OF SERVICE EXCELLENCEArticle on "How Experiences Influence Customer Loyalty"


Shaun Smith
,
SHAUNSMITH & COArticle on "Customer Experience Management+"


Jill Griffin
,
CUSTOMER LOYALTY, HOW TO EARN IT, HOW TO KEEP IT - THE GRIFFIN GROUPArticle on "Customer Winback"


Angie Court
,
AVIS


Adam Spence,
VODAFONE


Phil Dourado
,
THE LEADERSHIP HUB


Derek Williams

THE WOW AWARDS
Article on "Outcome or process - what is your customer looking for"