International Customer Experience Management Summit

Word of Chair

Oke Eleazu, Managing Director – Think Outside In!

The world is changing fast. Businesses that didn’t exist 5 years ago are now worth billions and businesses that had existed for hundreds of years have now disappeared. Why? One of the key reasons is the change in consumer behavior driven by, amongst other things, technology!

Companies can no longer presume that they know what their customers want or the service that they want to deliver. Expectations are rising as the best businesses continue to get better. Any organization standing still in their wake can only expect falling customer service feedback and scores. So the only course off action is an ever-improving customer experience, that way you have a chance of keeping up with the leaders and protecting your brand. However, this is far from easy, there are so many things to consider and not enough time to do it with, At this conference, you get the chance to learn from the best in the industry from all over Europe, but also the opportunity to share you’re stories of how you may have improved a certain are of the customer experience. Come along and open your eyes and ears, we promise you will hear lots of practical ideas that you can take back to your organizations and share…that one idea might be the one that counts!

ICEM Event Overview

Be a part of our two days successful global forum International Customer Experience Management Summit by KP-Morgan Group Istanbul, mainly focused on Customer Experience, Customer interaction Excellence and Challenging/Evolving Commercial Models. This is a perfect opportunity to share best practices with peers facing the same challenges. Every activity that the company accomplishes is part of the system that brings the perceived value that a customer receives.

The Istanbul ICEM Summit is targeted for Telecom, Banking, Retail & Pharma professionals who are always seeking for new opportunities, visionary ways of conducting performance. The focus will be both on key top line items that will help generate positive Customer Experience and the cost infrastructure with a view to increase profitability. The speakers will be presenting real life examples in this context in addition to frameworks presented by external agencies. Various plenary sessions will be held in parallel to ensure that time is used effectively to manage different needs of the audience.

Conference Benefits

• Key Note Presentations- best speakers from three continents.
• Networking/ Benchmarking Benefits
• Teambuilding ( majority of companies are sending large groups)
• Session Contents
• Best Practices
• Training
• Vendor Contact
• Current Technologies
• Future Processes Explorations
• Real Life Case Studies
• Opportunity to meet top expert and decision makers from telecom and banking industry under one roof
• One to One Meeting / Group Discussions/ Q & A sessions
• Save more than 20% – Register now!

Key Topics at Glance

• Trends that are driven by the customer experience expectations
• Digital customer experience Management
• End to end customer experience- applications, mobiles, tablets etc.
• The Future of Customer Relationships
• Cross- functional collaboration and Key Performance Indicators
• Customer journey Framework
• Delivering Customer Experience through Experience Modeling
• Service segmentation
• Different ways and method to capturing & tracking customer journey.
• How CEM does helps your business
• Customer Insight
• Best ways to understand customers
• Customer insight and analytics
• How our activities influence customers?
• Voice of Customer
• Different ways to get VOC and how to use it to improve your whole organization
• The holistic approach
• Myths about key drivers of CSAT & NPS
• Online Social Media Dashboard
• How social media will drive customer – experience into 2014
• Go digital- Implementation of new communication ways to customer, next generation customer services
• Customer services, new marketing in the era of the social customer
• Influence and control customer experience through social media
• Enterprise feedback management
• Measure, analyse and share customer feedback throughout your organisation in real time to make better decisions
• Employee Engagement
• The Value of Middle Management: Getting Your Middle Managers Involved In Your Customer
• Experience Strategy
• Employee Engagement and Creating a Customer-Centric Culture
• Learn How to attract the right people to deliver Your Unique Customer Experience
• How to build customer centric organization?
• Hurdles to being customer-centric
• Customer Experience external and internal communications 2016

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2 дня (16-17.09.2015)

-  €1.690

в стоимость включено:

• участие в конференции 2 дня;
• питание в течение работы конференции (кофейные паузы, ланчи, вечерний коктейль);
• за дополнительную плату предоставляются услуги переводчика (цена согласовывается);
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