11th Annual Customer Experience Conference
Overview
Integrated Customer Strategies that Enable Companies to Survive and Thrive During the Downturn
February 2-4, 2009
In today’s times of economic turbulence, markets become a savage battlefield where companies fight to hold existing customers and wrest market share from weaker competitors. Today’s winners are those who adopt an Integrated Customer Strategy, mastering the art of listening to, engaging and aligning with their customers. When product quality alone is not enough to win wary customers, integrated customer strategies provide the pathway to align innovation, customer service, marketing and sales to maintain and strengthen customer relationships.
During the recent democratic presidential campaign we witnessed the dramatic impact online strategies have on customer loyalty. Businesses can learn from campaign managers who effectively engaged diverse audiences through the web and social media. The use of such technologies to capture and enhance the customer experience is one of the topics explored at the Global Benchmarking Council’s 11th Annual Customer Experience Conference.
We will investigate winning strategies – and potential pitfalls – to the business practices, new technologies, and current tactics employed by companies that have successfully become more customer-centric, efficient and profitable. Companies will share their experiences across critical integrated customer strategies ranging from customer segmentation, employing customer lifetime value analysis, and refined call center and internet strategies to the use of next-generation customer retention programs and new social networking technologies to innovate and reach customers directly.
We invite service, sales, call center and marketing leaders whose jobs depend on servicing customers; who are tasked with defending and gaining market share and enhancing loyalty with their most critical customer segments.
The Global Benchmarking Council interviewed customer experience professionals from among its client base of Fortune 500 companies to build an agenda that is applicable to you today. Topics on slate for this benchmarking exchange and working conference include:
- Managing customer experience from top to bottom and bottom to top of the organization and the implication for change management
- Preserving customer experience while reducing costs
- Understanding and utilizing customer behaviors and social trends to enhance solution selling and shape new product development
- Understanding the customers’ workflows and customer life time value
- Utilizing the web and social networking forums to assess and to enhance the customer experience across channels in the organization
- Current trends and future directions of effectively managing and staffing customer call centers across a global marketing place
- Implementing innovative marketing tools to increase the impact of customer interactions
- Using technology to accelerate processes that connect customers to the business
- Using innovative customer listening posts – from web interactions and early warning systems to complaint tracking – to retain valued customers and improve customer experience
- Developing measurement systems to better understand what triggers a positive customer experience
- Working with customer focus champions to mobilize employees
Please contact Shelley Alfred-Watkins at salfred-watkins@best-in-class.com or (919)767-9254 to take advantage of our 'Early Bird Special' and for more information on this event.
Speakers and Best Practice Case Studies
The following companies will be presenting best practice case studies on delivering quality customer experience.
Johnson & Johnson Health Care Systems
Improving Complaint Management Processes to Maximize on Customer Interactions
Susan Couture, Vice President, US Region Customer Services
Biography
Sue will discuss how J&J HCS is currently working on improving their processes, people and systems so that they can effectively improve complaint management. Sue will also share how they managed to integrate fourteen call centers in one virtual organization and the impact it has made on the organization. We will learn more about the extensive work that has been performed on customer segmentation and change management geared to enhance the customer’s interactions.
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Dell
Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn
William Grunstrom, Head of Business Process Improvement (retired)
Biography
Bill will facilitate our panel discussion on “Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn”. Bill will share his thoughts and lend his professional expertise on what companies can do in 2009 to recover their lost customers, and steps they can take to rebuild customer loyalty through the economic downturn.
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Aflac
Delivering on a Promise that Fosters Customer Loyalty
Teresa Robinson, Senior Manager, Business Process Excellence
Biography
As a provider of intangible products Aflac knows the importance of delivering on its promise. A promise to provide policyholders the immediate peace of mind that comes from knowing they are prepared for whatever life brings. In this presentation Teresa will share Aflac's approach to customer experience. This unique approach consists of the following three key components; Creating a Culture of Service, Measuring the Customer Experience and Pursuing Continuous Improvement.
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Eli Lilly
Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn
Glenn Moehling, Director
Biography
Glenn will participate on our panel discussion on “Integrated Customer Strategies that Enable Companies To Survive and Thrive During the Downturn”. Glenn will share his thoughts and lend his professional expertise on what companies can do in 2009 to recover their lost customers and steps they can take to rebuild customer loyalty even through the economic downturn.
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The Ritz-Carlton Leadership Center
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Thomson Reuters
Jeff Heard, VP of Organizational Development
Biography
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Boost Mobile
Incorporating a Cross-Functional Design & Implementation Approach to Customer Experience
Dann Allen, Senior Manager, Customer Lifecycle Management – Customer Experience
Biography
In this presentation Dann will discuss how Boost Mobile took the company’s vision and developed a CE strategy, customer commitments and standards. We will learn more about the steps taken to ensure that customer commitments and standards are considered cross-functional and designed into every touch point in the customer lifecycle. Dann will also discuss the Voice of the Customer (VOC) aspect of deciphering what customers are thinking/feeling about the products and services provided, and more importantly how to act and report upon this information.
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Teradata
Ronald Swift, Vice President of Customer Relationship Management
Biography
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And more....
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