Past Events

Please note these events have taken place and are no longer open for attendance. To submit your event please contact us.

KIOSK EUROPE EXPO 2010
15th-17th June 2010 Messe Essen, Germany

KIOSK EUROPE EXPO 2010 is the only truly Pan-European trade show in Europe to exclusively offer information and advice on self-service technology – essential knowledge to anyone responsible for a smooth, efficient and affordable customer service. You really need to understand the technologies behind today’s self-service solutions if you want to realise the full potential they have to offer.

EVENT CLOSED

2nd Annual Customer Experience and Service Innovation
2-3 Aug 2010 , Singapore

Bridging the gap between you and the customer, crafting a personal connection to form a mutual understanding amongst each other.

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Customer Experience Asia 2010

Customer Experience Asia 2010
14-15th September 2010, Kuala Lumpur, Malaysia

Customer Experience Asia 2010 will showcase best practices in customer experience and relationship management from different industries and explore key issues in CRM such as customer experience management, marketing campaigns, latest technologies, integration of channels and overcoming resistance to adopting CRM solutions.

Confirmed speakers include:

Karen Ganschow, Executive Director of Relationship Marketing, Telstra
Timothy Tan, Regional Director of Sales, Mandarin Orienta,
Salisa Hanpanich, Executive Vice President, Customer Segmentation / Corporate Marketing Group, Bank of Ayudhya Public Company Limited
Stuart Rowley, Chief Executive Office, Prince Court Medical Centre
Fendi Liem, Vice President – Customer Management Division and Information Technology, Aora TV

Subscribers of CSM enjoy 10% discount. To enjoy this discount please email rani.kuppusamy@iqpc.com.sg

EVENT CLOSED

2nd Annual Customer Loyalty Asia Programme & CRM Summit

2nd Annual Customer Loyalty Asia Programme & CRM Summit 2010
15-16 September 2010, The Langham, Yangtze Boutique, 740 Han Kou Road, Shanghai, CHINA.

Carefully researched and organized by Neoedge Singapore, will provide all international and local companies an in-time and efficient platform of learning, networking and partnership building for your corporate advantage in the increasingly vibrant and fierce market.

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5th Annual Customer Experience and Management & Retention
September 15-17th, 2010, San Francisco, CA, USA

More than 18 leading experts in Talent Management, Leadership and Organizational Development will focus on driving and retaining high performing talent in order to grow employees in both performance and productivity.

Learn how to change your operations and manage your customers based on findings of what the CUSTOMER wants. This premiere conference will provide you with new insights on what the customer is looking for in order to drive them in, creating revenue for your business!

Key Features of the Conference:

Drive talent and leadership planning programs in the current economy
Increase employee loyalty and retention programs though an enhanced retention strategy
Use competency development to prioritize engagement and achieve results
Harness a culture of individual development and performance accountability
Maximize usage of new media in brand communications to talent and leadership planning

Featuring Case Studies from Leading Experts Including:

Brad Nichols, Thomson Reuters
Ingrid Lindberg, CIGNA
Brad Smith, Yahoo
Amanda Sachs, Microsoft Corporation
Kelly Harper, BMO

marcus evans invites SVP’s, VP’s, Directors and Senior Managers in:

Customer Experience
Customer Care/Contact Center
Customer Satisfaction
Customer Insights
Customer Research
Loyalty/Retention
CRM
Customer Engagement
Brand Communications

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Call Centre & Customer Management Expo
21-22 September 2010-07-15 NEC Birmingham. United Kingdom

Call Centre & Customer Management Expo is Europe’s no.1 exhibition and conference for customer contact and customer management solutions. It
brings together leading suppliers and visitors under one roof, offering a blend of integrated customer solutions, cutting-edge education
offerings and unique networking opportunities.

Co-locating once again with the Call Centre Focus Conference, this year’s event is all about showcasing excellence and achieving
unparalleled results. Be it through superior customer service; a highly motivated and passionate workforce, sophisticated systems or seamless
processes, no matter what your business objectives Call Centre & Customer Management Expo is the only event that brings all the latest
tools and strategies that a company needs.

Offering a blend of integrated customer products and services, cutting-edge education programmes and unique networking opportunities,
register now and discover an array of solutions to enhance your success.

For more information and to register please visit:

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European Call Centre Awards

The European Call Centre Awards has been recognising and rewarding the best and most successful organisations in the contact centre industry
for the past 14 years. The Awards are run in association with the market leading contact centre monthly magazine, Call Centre Focus and is the
sister event to Europe’s number one exhibition for call centre and contact centre professionals, Call Centre & Customer Management Expo,
which runs at the NEC on the two days surrounding the Awards night.

Now in its 15th year, the ECCA has become a firmly established annual event, rewarding the individuals and companies that have made a real
impact on the industry over the previous 12 months.

20 Awards will be distributed on the night, recognising the quality performances of key individuals as well as the high levels of customer
service, productivity and efficiency of the leading companies.

For more information please visit:

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Customer World
October 25-27, 2010, Walt Disney World Swan & Dolphin Resort, Orlando, FL, USA

IIR presents CUSTOMER WORLD, the co-location of three unique customer-centric events under one roof. Where the Voice of Your Industry comes together to champion and celebrate CUSTOMERS 1ST.

1. NACCM: The North American Conference on Customer Management is an industry favorite. This flagship event attracts top customer-centric leaders in North America to share new and best practices for strengthening customer relationships. Content areas include customer-centric social media strategies, loyalty, customer experience, innovation, culture, engagement, leadership and more.

2. Linkage Strategies is the ONLY conference that measures the impact of customer strategy investments on the business’ bottom line. So much feedback is gathered from customers, yet due to lack of integration, it remains unused. So much money is spent on the customer experience, yet few companies can actually measure each element and “link” customer
initiatives such as satisfaction and loyalty to financial gains. This conference takes that crucial step forward and shows attendees how to manage, measure, link and act on customer data.

3. Customer UNinterrupted focuses on the operational side of customer management featuring next-generation strategies for owning the customer experience across all channels. It dives deep into identifying the balance between cost containment and greater customer connectivity across all customer touchpoints. Conversations build on ideas for customer experience systems integration, self-service technologies, contact center efficiencies and leadership strategies for making it happen. You’ll learn how to stay connected to your customers in the most proficient and relevant way.

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Call Center for Financial Services
November 15 – 17, 2010, Renaissance Dallas Hotel, Texas, USA
Developing tools and techniques to elevate financial services call centers to the next level

IQPC’s Call Center Summit for Financial Services is targeted at financial services delegates only and is about delivering a great customer experience to your clients while meeting and exceeding your business objectives.

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The National Customer Service Awards celebrate the effort and impact of excellent customer service on the customer and business. 7th December 2010, London, UK

THE NATIONAL CUSTOMER SERVICE AWARDS 2010
7th December 2010, The Grosvenor Hotel, London, UK

The National Customer Service Awards Returns! Who are the heroes in your organisation?

The National Customer Service Awards celebrate the effort and impact of excellent customer service on the customer and business.

Launched in 1999 the Awards promote excellence, best practice and innovation in customer service while highlighting its importance in today’s business climate. The range of awards categories recognise the most important customer service activities and are open to entries from a broad spectrum of organisations, from the private and public sector.

Any customer service professional can enter The National Customer Service Awards. And with this high profile programme a firm fixture in the UK business calendar, it’s a great platform to get your efforts recognised.

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Customer Experience Management in Telecoms
24-27th January 2011, Le Meridien, Piccadilly, London

Are you struggling to differentiate your CEM strategy?

If so, find out how your peers and competitors are doing it at the first telecoms specific Customer Experience Management Conference. At a time when every customer is key to maintaining your market share, learn how to develop, justify and leverage a differentiated customer experience management strategy to maximise your revenue.

Hear exclusive insights from 16 Operator Case Studies led by:

Peter Crayfourd, Orange FT Group
Lee Mostari, Everything Everywhere
Lars Diener-Kimmich, Swisscom Corporate Business
Steffen Weihrauch, Deutsche Telekom
José Manuel Pérez Prado, Telefónica Spain
Graham Webster, Telefónica Europe & Telefónica SA

PLUS: Don’t miss the pre-conference workshop led by Orange FT Group on how to develop an end-to-end CEM strategy.

CSM subscribers receive 10% discount. To take advantage of this special rate email debbie.young@iqpc.co.uk and quote priority code IGC_CSM_Web

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2nd Annual Utility Customer Experience Management Conference
25-26 Jan 2011, New Orleans, LA, USA

Hear from more than 12 leading experts in Customer Experience Management at the marcus evans 2nd Annual Utility Customer Experience Management Conference.

Key Speakers Include:

– Calvin Butler, Senior Vice President, Human Resources at Exelon Corporation
– Barbara Porter, Vice President, Business Development at Nicor National
– Cheryl Bruner, Director, Customer Service & Marketing, E.ON U.S.
– Michelle Mattson, Director, Customer Experience at WE Energies
– Vern Gebhart, Vice President, Energy Delivery at Alliant Energy

Attending this Premier marcus evans Conference will Enable You to:

– Monitor and analyze the customer experience with WE Energies
– Develop strategies for building and maintaining customer relationships to achieve customer loyalty with Nicor National
– Cope with collection accounts in a down economy with Ameren US
– Improve the meter to case cycle through updated technology and options with LCEC

marcus evans invites Vice Presidents, Directors and Managers in Electric, Gas and Water companies with responsibilities in:

– Customer Service/Experience
– Customer Care (Contact) Centers
– Payments/Credit and Collections
– Revenue Assurance
– Customer Communications/Outreach

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Free Online Event: Social Media for Customer Management Summit 2011

Unlocking CRM Opportunities from Your Social Media Strategy

Customer Management IQ presents the Social Media for Customer Management Summit 2011, a free online event designed to give you the expert’s edge in social CRM implementation. This event is comprised of 16 online sessions that will run two days a week from April 12 through May 5.

Presentation topics include (but are not limited to):

• Defining benchmarks for evaluating social CRM strategy.
• Optimizing ROI from social media.
• Using social CRM culture to recruit employees.
• Recovering from bad press and social media horror stories.
• Preparing for the future of social media.
• Analyzing how much of your budget should be dedicated to social CRM.

Social media is here to stay, and no CRM strategy will be effective if it does not recognize that reality. But, knowing social media’s necessity and being able to make the organizational and cultural changes needed to capitalize on its opportunities are very different things. These interactive sessions will expose you to the knowledge and tools needed to maximize your social CRM benefits.

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KIOSK EUROPE EXPO 2011
24th-26th May 2011 Messe Essen, Germany

KIOSK EUROPE EXPO 2011 is the only truly Pan-European trade show in
Europe to exclusively offer information and advice on self-service
technology – essential knowledge to anyone responsible for a smooth,
efficient and affordable customer service. You really need to
understand the technologies behind today’s self-service solutions if
you want to realise the full potential they have to offer.

EVENT CLOSED

Customer Experience and Retention Event

6th Customer Experience and Retention
May 24-25, 2011, Boston, MA
ddrey@marcusevansch.com or 312-540-3000 Ext. 6583

By attending this highly successful 6th Annual event you will gain insight from industry leaders in customer experience and discuss these myriad challenges. By investigating the various strategies and programs for Customer Experience & Retention, attendees will leave the conference with a much stronger understanding of the hidden value of keeping customers happy and how to utilize frameworks, process, infrastructure and culture to better manage customer satisfaction and seize opportunity.

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IQPC’s CEM for Utilities Conference
May 24-25, 2011, Royal Palm Hotel, Miami, FL

View the event brochure

IQPC will be bringing together the top Customer Service executives of our nation’s utility companies, with smart grid experts, software developers, IT professionals, and in-house counsel to discuss the latest challenges in developing CRM systems for utilities. Topics will include smart grid implementation and conservation programs, consumer motivation, demand response, corporate culture.

Session topics will include:

Why CEM Should Matter to Your Executive Management

Imagining the Future Utility Customer Relationship

Motivating Consumer Efficiency

Attendees will learn how to maximize their CEM programs to ensure a more customer-centric approach to improving customer service within the utilities industry.

Customer Service Manager contacts can receive 20% off the standard all access price. To receive your discount, mention the code CSMM3 when calling 1-212-885-2738.

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Prepaid Cards and Mobile Payments 2011 Conference
June 20-22,2011, Denver CO

Taking PrePaid Cards and Mobile Payments To The Next Level Of Innovation And Profitability

A number of organizations are faced with demanding challenges in correlation to adapting to the continuous change within the world of prepaid cards. Significant developments concerning changes in regulations, new methodologies, and innovative technology has caused these very same companies to rethink their strategy and approach. As a prepaid leader, how do you effectively capitalize on these dynamic shifts in a familiar industry in order to take it to the next level?

The 5th Prepaid Cards and Mobile Payments conference will have a dual focus on prepaid cards and an exclusive co-located mobile payment day with the mobile commerce event to help you reach the next level. Book your seat today!

New Session topics will include:

The Next Level In Prepaid Cards: Integrating Card Benefits Into E-Commerce and Mobile Platforms

Staying Ahead Of The Game: Understanding Prepaid Regulatory & Compliance Trends To Advance Prepaid Card Strategy And Development

Maximizing The Value of Prepaid Cards Through Integrated Merchandising

What’s Next In Payments? Insight Into Driving Payment Innovation Through Mobile

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2nd Mobile Commerce Conference
June 20-22,2011, Denver CO

The 2nd Mobile Commerce conference will showcase mobile commerce design and strategy, and will also incorporate dedicated discussions on mobile payments to help you stand out among the competition! Because the mobile technology market is rapidly growing, corporations need to offer these mobile services in order to remain competitive in this recovering economic landscape. This conference will showcase expert speakers who have found innovative “on the go” approaches and tools to stand out from the competition.

Speakers you cannot afford to miss:

Amit Shah, Director of Online Marketing, Mobile, and Social Media 1800flowers.com

John Kohler, Director of Hardware Marketing, Sony Computer Entertainment America, Playstation

Chad Summervill, Worldwide Corporate Marketing, Hewlett Packard (HP)

Bill Quinn, Senior Vice President of Merchandising, 24 Hour Fitness

Thomas Poole, Managing Vice President for Mobile and Emerging Channels, Capital One

Karen Webster, President, PYMNTS.com

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Call Center Success Summit
FREE online summit, June 21 -June 30, 2011

Customer Management IQ is proud to present Call Center Success Summit, a FREE online summit where we invite you to join our faculty of industry-leaders in readying your call center strategy to achieve profitable customer interactions across multiple channels!

This 100% free, 100% online program begins on June 21 and concludes on June 30. If you can’t attend during the scheduled times, don’t worry-it
will also be available on-demand, at no extra cost, assuring you have no excuse for missing out on this free, unprecedented opportunity for
taking your call center strategy to the next level!

Presentation topics include (but are not limited to):

Unlocking Revenue and CRM Benefits from Your Contact Center

Opportunities Outside the Box – Capitalizing on Alternatives to the Traditional Contact Center

Aligning Contact Center Operations with Customer Demands

Leading Your Agents to Success in the Multi-Channel Contact Center

When Outsourcing Calls – Are External Contact Centers Still Your Best Bet For Efficiency?

The Call Center Success Summit puts contact center trends, best practices and strategies under a microscope that determines whether they can truly deliver customer loyalty and market share benefits AND whether they are the most efficient means of doing so.

Can you really afford not to know what really spurs contact center success in an era of increased competition and increased audience
demands?

We look forward to seeing you online!

EVENT CLOSED

The 2nd Mobile Payment China 2011 to be held this July in Shanghai
July 12-13 in Shanghai, China

Paving the way for the development of mobile payment industry

The 2nd Mobile Payment China 2011 will be held on July 12-13 in Shanghai, China. With the exclusive information and high-level delegates, the summit will definitely make a great difference in paving the way for the burgeoning mobile payment industry.

The 1st Mobile Payment China 2010 was a great success and attracted 120 delegates from mobile payment industry, 10% from mobile network operators, 9% from financial institutions, 12% from third-part payment providers, 18% from chip & card producers, 20% from solution providers and 8% from both software suppliers and services providers.

Against the backdrop of the fast-developing mobile payment industry in China, this year the event will again convene 150+ industry practitioners from global payment fraternities including policy-makers, mobile network operators, banks, third-part payment companies, solution providers, chip & handset manufacturers, software suppliers and advisors, etc.

The event is dedicated to establishing a dynamic platform for knowledge sharing, networking and collaboration. Embracing the two main subjects – User Experience and Cooperation for Mutual Benefit, the conference will be delivering the in-depth insights into the spotlight in terms of how to maximize the market recognition to pave the way for further development.

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2nd Social Media for Customer Management Online Summit

2nd Social Media for Customer Management Online Summit
July 18-August 10 – FREE Online event

Optimizing social media integration for customer management.

Due to the runaway success of our first Social Media for Customer Management Summit, CMIQ is proud to present the second installment of
Social CRM Online.

And with an exciting speaker faculty including social media end user experts from Verizon, Wells Fargo, Thomson Reuters, Time Warner Cable and Cisco, this exclusive online event is set to help translate the myths of social media into tangible benefits, and optimize your organization’s cutting edge social CRM strategy. Be sure to register now for the industry’s premiere and free online event!

Event overview: At our maiden event, we heard from leaders at cutting edge organizations such as Kodak, McDonald’s, AT&T, Southwest
Airlines, Novell and SEGA. Speakers captivated audiences by addressing the real consequences and true benefits of Social CRM’s impact on traditional customer management strategies.

And with active participation between speakers and our live audience, there was certainly no shortage of dialogue concerning the fall of traditional call center formats, in favor of social CRM.

Enter the 2nd Social Media for Customer Management Summit as your opportunity to build on the success of customer-centric social media strategy.

This 100% free and 100% online event begins July 18th and runs through August 10th.

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2nd Pricing Strategy and Revenue Optimization Summit
July 25 – 27, 2011, Chicago, IL

Leveraging Dynamic Pricing Methodologies and Technologies to Elevate Pricing to the Next Level

IQPC’s 2nd Pricing Strategy and Revenue Optimization Summit in Chicago will provide takeaways from best-in-class companies to achieve the highest sustainable prices for the entire portfolio of products across all market segments and channels to rise above the competition.

The cross-industry speaker faculty of the 1st Pricing Strategy and Revenue Optimization Summit in Miami included the success stories of companies such as: Henry Schein Inc, DuPont, Biogenerics Inc, Johnson Controls Inc, Bayview Financial LP, Safeway, Aristocrat, Crown Bolt LLC, International Hotel Group, and many more. The 2nd Pricing Strategy and Revenue Optimization Summit in Chicago will expand upon the initial industry variety present by showcasing an even wider array of Strategic Pricing and Revenue Management experts that have made significant strides in particular within the B2B pricing space.

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Contact Centre Operations

26-28 July 2011, Venue: Kuala Lumpur, Malaysia

Highlights:

Adapting your contact centre’s structure and workforce management for greater efficiencies and cost savings, recruiting and retaining star performers by offering more enticing, non-monetary incentives.

Objective:

To unearth the winning formula to exceed expectations and demands of ever higher service standards, while addressing the challenges to continuously improve customer experience & call quality, effectively using customer intelligence and managing the evolving workforce demographics.

The event will play host to distinguished international and local speakers across the South-East Asia region. All of whom are from a wide range of industries such as McDonalds Malaysia, American Express, Air Asia, True Touch Co. Ltd Thailand and others.

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Customer Experience Management in Telecoms Virtual Summit
August 9th – August 25th, 2011

Customer Experience Management in TelecomsHow can you revolutionise your customer experience strategy and minimise customer churn?

The telecoms market is evolving rapidly and you need to tailor your customer offering to ensure that you’re giving your customers exactly what they want. You need to focus on accurately identifying the needs of your precious customer base to deliver products and services that not only meet, but exceed, your customers’ expectations to maximise the customer experience you provide.

Listen to exclusive case studies and insights from Virgin Media, Eircom, AT&T, Etislat and more at CEM in Telecoms Virtual Summit to find out how you can become a customer experience pioneer from the comfort of your own desk.

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Customer Experience Management for Banking & Financial Services
12-13 Sep Main Conference | 14 Sep Workshops
Mayfair Conference Centre, London, UK

From Attrition To Advocacy: Boost Your Market Share By Improving Customer Loyalty And Retention in Banking & Financial Services

With attrition rates and a lack of confidence in consumer-facing financial services currently constituting THE biggest challenge and drive for change in the banking and financial services industry, achieving a clear and advanced strategy for creating loyalty and retaining existing customers will not only prevent your competitors from attracting your customers away from your business but will increase your consumer base and market share through advocacy.

Over the course of the 3 days you can hear from industry leaders and experts on key issues impacting the sector, including how Metro Bank is
embedding a culture of customer centricity, Barclays Corporate’s example of operational excellence and customer experience, Nationwide’s paradigm of consistency of experience across channels, and innovation form RBS and their customer-driven initiatives, to name a few.

Special Offer to Customer Service Manager visitors: quote CSM when registering to receive 15% off

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7th Annual Customer Experience Management
September 19-21, 2011, San Francisco, CA

This conference will focus in on leading current practices within customer experience management practices that include feedback gathering, managing customer expectations, driving operational efficiencies in response to feedback, understanding and reporting measurements and driving an overall organizational customer focused culture that is supported by a growing department budget and enterprise-wide interest.

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Service Quality Excellence Event 2011
Service Quality Excellence
25-26 Sep 2011 – Location: venue to be confirmed, Dubai, UAE

Participants at this two-day conference will gain and sustain competitive advantages in understanding in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on customers’ behavioural intentions.

Participants would have the chance to explore insights to the drivers of customer satisfaction are explored which helps to specify measure, control and improve customer perceived service quality. Featuring a half-day workshop that provides a thorough understanding of service quality culture in your organisation thus helps in slowly building personal relationships with your customers thus fosters repeat business in your organisation. Book a seat and do not miss this opportunity to gain strategic insights and leadership strength to foster customer loyalty towards the company..

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Experiental Marketing Conference 2011Experiential Marketing Conference
25-26 September 2011, Dubai

Experiential marketing provides the platform for an emotional ‘pull’ factor, the ignition which provides the impact on the consumer. By appealing on an emotional level by involving the sensory ability, the brand connection is made quickly and seamlessly. This is a radical approach which is globally implemented and ensures that businesses are able to attract and satisfy the expectations of the consumer.

In the Middle East, Saudi Arabia which is widely regarded as the largest and toughest market to penetrate is a prime concern for local and global organisations alike. Due to the very nature of experiential marketing, the physical presence of both genders in the same site is restricted due to compliance with religious beliefs and makes the practice of this concept difficult to implement.

To counter the challenge of market penetration however, web based experiential marketing is a potential ‘escape route’ where companies are able to create an online ‘experience’ which allows the customer to connect to the brand from another angle. This concept is a realm which is regarded as ‘virtually untapped’ in the Middle East and is a very significant theme for this event.

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Service Quality Excellence
22nd & 23rd September 2011, 8.30am – 5.30pm, JW Marriott Hotel Mumbai, India

In a competitive market such as India, most products and services are becoming very similar that the only way to gain a competitive edge is to differentiate them through service quality excellence. As a result, an excellent and standard cohesive servicing plan used throughout the organisation will separate the company from its competition. The late ’90s mantra of “show me the money” has morphed into “show me the value”, reflecting a new focus by customers hungry for value in all its forms. The value placed on customer service is considered priceless.

Participants would have the chance to explore insights in improving quality of services which is crucial in differentiating one company from another. It is of utmost necessity to be receptive towards customers to leverage greater heights in service excellence. This forum will also stimulate discussions on actual experiences, explore innovative solutions to improve your service quality and what are the emerging trends and tools which are being used across industry.

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Customer Experience Management in Telecoms
26 – 29th September 2011, Ramada Resort Aquaworld, Budapest

CSM members receive a 10% discount off the standard rate to attend!

Is customer experience at the top of your agenda? Attend Telecoms IQ’s Customer Experience Management in Telecoms event to hear how fellow telecoms operators are driving customer experience management to the heart of their business. Plus, learn how to develop and implement a customer-centric CEM strategy, effectively measure the customer experience and combat churn.

Download your CEM in Telecoms programme to find out more or visit the CEM website to download your exclusive articles and reports, including podcasts with BT Global Services and Orange FT Group! www.customerexperienceevent.com

Hear exclusive insights from Operator Case Studies led by * Orange FT Group * Deutsche Telekom * Telefónica O2 Slovakia * giffgaff * Telenor Serbia * Telekom Austria Group and many more!

To secure your exclusive CSM member 10% discount call + 44 (0) 20 7368 9300, email: telecoms@iqpc.co.uk or download your CEM in Telecoms programme. Please quote code: MP_CSM_CEM2_Web

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6th Call Centre Week Canada
26-29 September 2001, Toronto, Canada

Learning comes in many shapes and styles. Times are changing and IQPC is also evolving by continuously enhancing learning delivery methods. Call Centre Week Canada will offer you the opportunity to:

Engage with your peers for problem solving and strategizing
Extract the most value and take home solutions from each and every session
Maximize the time you spend at the event
Enhance your professional development
Participate in an interactive learning experience
Network and form business contacts

… through session formats including:

Brainstorming sessions
Out of the box thinking
Panel session with audience participation
Peer-to-peer roundtable discussions.

All in addition to offering case studies, power points, workshops and brand new site tours!

Sign-up today for Call Centre Week Canada to think about old problems in new ways. Learn how to challenge today’s paradigms in order to achieve success.

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Customer loyalty CRM 2011CUSTOMER LOYALTY ASIA PROGRAMME & CRM 2011
27-28 September 2011, Ho Chi Minh City, Vietnam

NEOEDGE is proud to announce the return of CUSTOMER LOYALTY ASIA PROGRAMME & CRM for the year 2011.

This summit comes after a successful roll out of Neoedge’s premier event in the year 2009 and 2010 and has been one of Neoedge’s most sought after event.

We will be exploring in-depth insights of major domestic and international markets addressing the best strategies, approaches, techniques, innovations as well as the current and future market for loyalty and CRM in this ever changing market. This summit will also serve as a platform for all national, international and independent companies to network and share business ideas and experiences.

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Loyalty World USA
October 17-20, Las Vegas, USA

Loyalty World USA is a three-day senior-level B2B conference for all B2C businesses – retail, travel, entertainment, banking, and more – seeking the best business strategies to maximize returns from customer retention and loyalty programs. The event will feature live debates, roundtable brainstorms, interactive panel discussions, speed networking, and a loyalty workshop.

For more information, please visit our website or call +1 646 619 1792.

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2nd Annual Quality and Process Excellence Forum 2011
18/10/2011 – 20/10/2011, Barcelona, Spain

Organized by: Fleming Europe

Quality and Process Excellence Forum 2011 is CPD certified meeting featuring interactive discussions and also including a workshop. The conference has a proven track record with 500 + top executives attending past Fleming Europe events thus making a series of Quality events successful at every occasion. Nine speakers from Forbes Global 500 companies will share their knowledge on how to improve internal processes and realize the full growth potential of every company. By joining this event you will learn from 8 different industry views on the topic and also access people with knowledge of best practices, processes and technology. The conference provides a venue for meeting key decision makers – CQO, VP, Global Head, Director level – and form new partnerships.

For more information please see:

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Field Service Interactive
October 18 – 20, 2011, Omni Mandalay Hotel, Dallas, TX

The leading service and support program on the West Coast has now blossomed into a bi-annual event. At Field Service Interactive (October 18 – 20, 2011, Omni Mandalay Hotel, Dallas, TX), service and support executives will have the opportunity to benchmark against best-in-class examples and results provided by leading manufacturers across a number of industries. Review your key strategic initiatives while planning for 2012.

Over 35 speakers will be ready to share their insight and successes. Tactical insight will be provided in the areas of:

* Transformational service operations
* Change Management
* Knowledge Management
* Mobility and Mobile Resources Management
* CRM
* Data Management
* Revamped Service Offerings
* e-Service
* Social Media
* Training and Career Development
* And much more!

Interactive discussions guarantee that you will bring back lessons learned that are specific to your needs.

Manufacturers get a 25% discount to attend with booking code 14253XZ342.

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Transforming Customer Contact in Public Services Conference
Friday, 21 October 2011, Central London

Capita’s well established Transforming Customer Contact in Public Services Conference equips delegates with the skills and knowledge to overcome the challenges of providing multiple contact channels and improving workforce performance whilst delivering the best customer service with limited resources.

Budgetary restrictions and customer expectations are demanding that public services provide multi channel, self-service contact for citizens. This conference prepares delegates by exploring infrastructure support, staff readiness and successful implementation of digital channels.

Chair: Jo Causon, Chief Executive Institute of Customer Service

Keynote Address: Chris Chant, Interim Executive Director, Digital Government Cabinet Office

Speakers include: Roger Donald, Associate Director of Multi Channel NHS Direct, Carol Cutler, Director of Business Transformation and Customer Service, Harrow Council.

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2nd Annual Quality and Process Excellence Forum 2011
18/10/2011 – 20/10/2011, Barcelona, Spain

Organized by: Fleming Europe

Quality and Process Excellence Forum 2011 is CPD certified meeting featuring interactive discussions and also including a workshop. The conference has a proven track record with 500 + top executives attending past Fleming Europe events thus making a series of Quality events successful at every occasion. Nine speakers from Forbes Global 500 companies will share their knowledge on how to improve internal processes and realize the full growth potential of every company. By joining this event you will learn from 8 different industry views on the topic and also access people with knowledge of best practices, processes and technology. The conference provides a venue for meeting key decision makers – CQO, VP, Global Head, Director level – and form new partnerships.

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Customer Experience Strategies Summit
8th – 9th November, 2011, Old Mill Inn & Spa, Toronto, Canada

Source practical strategies from leading blue chip and Fortune 500 companies on how you can succeed online, in the contact centre and across the multitude of touch-points.

This event will show you how to establish customer experience excellence as a core business strategy. Bring together all departments to boost your reputation and increase customer retention. Exceed your customers’ expectations, stand out from your competition and drive new sales!

Take away key strategies from these top award winners across leading industries in North America! There is an urgent need for change in both public and private organizations in putting citizens and customers first. This is a time of incredible change in the customer experience arena; you do not want to be behind the curve!

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8th Edition Customer Experience Management Conference
July 17-18, 2012
Chicago, IL

The 8th Edition Customer Experience Conference will be an industry focused event specific to Heads, Vice Presidents, Directors, Senior Managers from the Consumer Products, Retail, Travel & Leisure, Technology, Telecommunications, Healthcare and Energy Industries in Customer Experience, Customer Intelligence, Customer Journey, Customer Retention, Customer Insights, Brand Communications, Loyalty Marketing and Customer Relations Management.

By attending this event, industry leaders will build upon their existing foundations to keep ahead of the changes in customer stated and unstated needs. Learn to incorporate a caring service orientated approach to engage and retain customers.

Attending This Event Will Enable You to:

1. Structure a framework for unifying customer touch points across the enterprise

2. Recognize the positive impact of removing organizational barriers for customer experience initiatives

3. Enhance the quality of customer experience data collection through examining various research methodologies

4. Explore engagement strategies to enhance an internal customer centric culture

5. Quantify the value of loyalty programs for enhancing the holistic customer experience

6. Realize the value of leadership integration into the day-to-day customer experience messages and operation

7. Facilitate proactive customer experience strategies based on customer journey mapping

EVENT CLOSED

LOYALTY Canada 2012
July 25-26, 2012, Toronto, ON Canada

This Loyalty Canada 2012 Conference will give customer loyalty marketers a deeper look into the key issues affecting the creation and implementation of effective loyalty strategies to achieve an ever-growing, profitable, and engaged customer base.

Hear from: Canadian Tire, HSBC Canada, Capital One, Scotia Bank, Sobeys, Xbox Canada, JPMorgan Chase, TD Bank Group, PayPal Canada, Suncor Energy, Hudson’s Bay Company, Staples Advantage Canada, Virgin Mobile Canada and More!

This is a highly intensive, content-driven event that includes workshops, case studies and panel discussions over two days. This is not a trade show; this event is targeted at a focused group of senior level executives and key decision makers to maintain an intimate atmosphere for the delegates and speakers. In short, this is a peer-to-peer driven conference.

EVENT CLOSED

Customer Service Experience
August 13 – 15, 2012, Marriott Marquis, New York, NY

To shed more light on the many moving parts needed for a successful customer service and support strategy, the Customer Service Experience conference has been created . The event will provide attendees with the following:

-the latest trends in the customer service market and the broader customer experience industry

– exposure to a greater breadth and depth of customer service and support topics, professionals, and solutions

– enterprise best practices in building and managing complex multichannel operations

– perspective into enterprise rollouts and success criteria for new interaction channels, such as mobile and social customer service

– ways to leverage data to evolve a multichannel operation into a cross-channel strategy

Attendees will learn about these topics from an impressive group of enterprise practitioners, analysts, and consultants.

EVENT CLOSED

Customer-centric Service Quality 2012
16-18 Sep 2012, Dubai, UAE

The goal of this Customer-centric Service Quality conference aims to move customers from satisfied to loyal and from becoming loyal to advocate. In today’s world, customer-based strategies are made to focus on produce, price and promotional practices with little focus on their desire and wants. This had resulted in a mismatch between the organisation’s approach toward managing customer’s expectation and what they really want! This conference aims to change the traditional mindset and incorporating market and consumer insight into customer experience management!

Featuring a full day workshop by Customer Experience Guru , Micah Solomon from the US.

Why should you attend?

– Developing the right Customer Relationship Management program
– Transforming customer experience based on consumer and market insights
– Discovering new customer touch points in this new environment
– Assisting the company in becoming the ultimate customer experience provider
– Enhancing every form of engagement between organisation with customers

EVENT CLOSED

Customer Experience Management for Banking and Financial Services 2012. 19 – 20 September, London, UK

Taking place 19 – 20 September in London, Customer Experience Management for Banking and Financial Services Conference is presented to you by leaders in the financial services to address the issues that are affecting your customer experience today.

By Customer Experience Management for Banking and Financial Services, you will discover how to improve customer acquisition and customer retention, benchmark your customer experience strategy and to look towards the future.

Key topics to addressed include:

• How to build trust and ensure customer retention through customer satisfaction.
• Creating and improving a multi-channel customer service
• Addressing the changes in regulation and how it affects your customers experience
• How to effectively implement change management
• Best practice examples from some of the most successful brands in the UK

For the complete speaker line-up and final agenda, please download your complimentary copy of the conference programme.

EVENT CLOSED

4th Annual Customer Loyalty ASIA Program & CRM Summit 2012
25-26 September, SHANGHAI, CHINA

“Mastering the how-to’s of success through customer loyalty programmes and CRM for the new Asian generation of consumers”

NEOEDGE is proud to announce the return of CUSTOMER LOYALTY ASIA PROGRAMME & CRM for the year 2012. This summit comes after a successful roll out of Neoedge’s premier event in the year 2009 and has been running annually ever since. We will be exploring in-depth insights of emerging and established markets in Asia addressing the best practices, strategies, approaches, techniques, innovations as well as the current and future market for loyalty and CRM in this ever changing market. The following key areas will be addressed in depth with Real Examples and Case Studies:

* Global trends vs. loyalty in China and the rest of Asia

* Best Practices and case studies in Asia; Successful case sharing
on execution and return on investment monitoring

* Trends for the next decade and engaging consumers in the next
generation

* CRM Journey in emerging markets in the context of project,
program & innovation as well as people, procedure, platform & tools

* Asia based coalition program

* Consumer and data analytics, insights management and customer
segmentation

* Best practices for data collection set-up and data mining model

* Customer lifetime value development, customer lifecycle and
communications

* Key methodology to improve traffic and converse traffic to sales

* New trends, innovation and analysis for mobile application &
social network

* Measurement of relationship strength/quality via E-Channel,
Marketing, Social Media & CRM

* Churn management and successful case study of customer retention
in the Asian market

* CRM (Customer Relationship Management) vs. Customer Experience
Management (CEM)

* Partnership marketing and value sharing

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Customer Experience Management (CEM) in Telecoms World Summit 27-28 September 2012, Singapore

Customer Experience Management (CEM) in Telecoms World Summit 2012 will draw together highly-regarded expert speakers from across the ecosystem of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practised in Customer Excellence Management in Telecoms.

The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implementing CEM and the key challenges they have encountered.

EVENT CLOSED

Call Centre & Customer Management Expo 2012
2-3 October, National Hall, London Olympia, UK

Call Centre & Customer Management Expo is recognised as Europe’s no.1 exhibition and conference for call centre and customer management strategies and solutions, bringing together more than 200 leading suppliers and over 5,000 visitors at London’s Olympia. Connecting people, strategy and technology, it is THE annual meeting place for industry professionals.

Having made a successful move to London in 2011 with a large increase in visitors, Call Centre & Customer Management Expo will once again be held at London’s Olympia. Just two days out of the office gives you unparalleled access to all the solution providers and industry experts you need to help meet your business goals and objectives – all in one place at one time.

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Call Centre Focus Conference
2–3 October, National Hall, London Olympia, UK

Running alongside the Call Centre & Customer Management Expo is the high end Call Centre Focus Conference.

This year’s conference programme is packed full of case studies detailing real life experiences of everything from increasing staff productivity to delivering a multi-channel experience.

We’ve included the experiences of a wide variety of companies, large and small, but all of them well-known, including: John Lewis, Barclays Wealth, Nationwide, BT, Indesit, Shop Direct and Ernst & Young.

There truly is something for everyone in the programme, with a wide range of speakers and topics, all with insights, tips and ideas to share. After a successful move to London last year the conference offers a brilliant opportunity to network with other industry hot-shots.

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The Social Media for Customer Service Summit
October 23 – 24, New York

A practical and interactive business conference that will teach you how to deliver better customer service for brand loyalty, customer acquisition and reputation management. Join 20+ leading brands like Best Buy, Citi, Whole Foods and JetBlue as they answer your questions in 14 interactive sessions. It is the only summit designed exclusively to take your social media customer service strategy to the next level.

EVENT CLOSED

CEM USCustomer Experience Management in Telecoms – North America
October 23-25, 2012, Sheraton Atlanta, Georgia, USA

Learn how to establish a cross-functional approach to CEM and deliver a seamless customer experience across multiple touch points whilst maximising your profitability.

At Telecoms IQ’s 2nd Customer Experience Management in Telecoms – North America Summit, you will learn from compelling and results-driven case studies from both your telecoms peers and those industries renowned for their customer experience.

Reserve your place today to join your CEM peers at the only event specifically tailored for customer experience professionals in telecoms.

EVENT CLOSED

The 2012 Secret Service Summit
5-6 November 2012, Cleveland, OH, USA

Cleveland has become the epicenter of a national movement, where some of the top experts gather to pay tribute to the one aspect of business that remains the secret to success: the customer experience.

A SOLD OUT conference 3 years in a row, don’t miss this opportunity to join the best and learn how to increase retention, referrals, repeat business and brand evangelism, insulate your company from any economic climate, and “change the world by creating a customer service revolution.”

The 2012 Secret Service Summit delivers the best customer service training you’ll ever experience including a solid plan to take your company’s customer experience to the next level and make price irrelevant.

Starbucks, Chick-fil-A, Nestle, The Ritz-Carlton, TravelCenters of America, State Farm Insurance, KeyBank, Zappos.com, Hallmark, PricewaterhouseCoopers, are but a sample of our participating companies, bastions of world-class customer service excellence.

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The 2nd Annual Customer Experience Strategies Summit
November 13-14, 2012, Shangri-La Hotel, Toronto

The 2nd Annual Customer Experience Strategies Summit is designed for senior executives committed to making superior customer experience a focal point of their operations. The conference promises a strong balance of high-level, big picture strategies and nuts-and-bolts implementation take-aways.

Highlighted Speakers:
• Peter Aceto – President and CEO, ING Direct
• Stephen Platt – Director, Guest Experience Program & Call Centre, WestJet
• Alonda Williams – Senior Director of Marketing, US Enterprise and Industry Group, Microsoft
• Anthony Booth – Chief Customer Officer, Mobilicity
• Giovanni Tavani – Social Media Senior Manager, Dell

CSM readers can take advantage of their exclusive VIP Discount Code offering 15% off the regular rate. Can be used online and over the phone.

VIP CODE: CSM15

EVENT CLOSED

3rd Annual Consumer Insights in New Products Design & Delivery
29-30 Jan 2013, Westin Colonnade Hotel – Coral Gables, FL, USA

Translating Deep Insights and Cultural Shifts into Bottom-Line Results

The 3rd Annual Consumer Insights in New Product Design & Delivery Conference will move delegates beyond the limitations of traditional market research by allowing them to discover groundbreaking methodologies that will enable them to deliver timely and actionable recommendations based on sound insights and market intelligence, while exploring proven strategies to carry these recommendations to market.

EVENT CLOSED

6th Loyalty Summit & Loyalty Awards
6th-7th February 2013, The LaLit , Mumbai, India

The key focus of this summit is to assist businesses in understanding all the complex elements that go into designing a successful loyalty strategy.

This Summit also hosts the 6th Loyalty Awards on Day 1 i.e. 6th February from 7.00 pm onwards at the same venue. This Awards recognizes the efforts undertaken by an organisation in the area of customer loyalty to improve customer relationships and building long term profitability.

The 2 day Summit brings together close to 40+ Speakers who contribute & share their expertise on various outlined subjects. We are in the process of finalizing the agenda of the summit. The summit & award ceremony is attended by close to 300 delegates who are MD’s, CEO, Directors, VP’s , CMO’s ,Brand Head’s, CRM Head’s Product Head’s from across sectors- Retail, FMCG, Telecom, PSU’s, Airlines, Travel & Hospitality, Banks, Insurance, Social Media, Brand Consultants and IT Companies.

EVENT CLOSED

Loyalty World Canada 2013
March 5-6, 2013, Hyatt Regency Toronto, Canada

Canada’s leading customer loyalty and engagement conference

Loyalty World Canada unites senior-level executives from retail, finance, telco, hospitality and airlines to discuss the latest engagement strategies and technologies for securing customer loyalty.

Leading Canadian and global B2C brands including Maple Leaf Sports Entertainment, Bellstar Hotels & Resorts Boston Pizza International and Kimberly Clark will share best practices on how to execute successful loyalty programs and connect with customers across emerging social media channels.

• Hear best practice case studies from leaders in the Canadian and international arena on: retail, banking, hospitality, food and entertainment
• Discover how to unlock full marketing ROI by creating a customer-centric organization
• Get inspired by Kimberly Clark’s innovative loyalty strategies that utilize new technology
• Learn how to identify and interpret key data that will forge greater customer engagement and trust
• Find out how big data can exponentially improve your loyalty marketing strategy
• Explore new means of keeping customers engaged from TELUS
• Hear from experts in the Canadian market, like Maple Leaf Sports Entertainment
• Gain concrete examples of new business practices that you can implement in your organization
• Discuss how the convergence of social and mobile will impact your business with SCENE LP
• Witness how new loyalty program models are acquiring, engaging, and retaining members

EVENT CLOSED

Big Data World Canada 2013
March 5-6, 2013, Hyatt Regency Toronto, Canada

Canada’s leading business intelligence and data strategy conference

Big Data World Canada unites senior-level executives from retail, finance, telco, hospitality and airlines to discuss the latest analytic, security and monetization strategies for improving their ‘big data’ operations.

Leading Canadian and global B2C brands including Bank of Montreal, Xerox, Dell, Hewlett Packard and Research in Motion will share best practices on how to execute successful big data operations.

• Get your “Big Data” strategy on track by hearing from your most innovative peers
• Learn best practices for integrating data into your existing framework from Research in Motion
• Explore how to leverage analytics and insights to strengthen segmentation capabilities
• Understand how to take Big Data from science project to real business application
• Discover how to process data fast enough to meet demand
• Get a better understanding of how to reconnect with your lost customer through Big Data
• Improve the role of the data scientist within your organization
• Learn how to build flexibility and security into your Big Data storage
• Discover how to identify and interpret key data that will forge greater customer engagement and trust
• Acquire a better understanding of how big data and loyalty marketing can exponentially augment your business

EVENT CLOSED

Customer Experience Management Conference 2013

4th Annual Utility Customer Experience Management Conference
March 5-7, 2013 ,Embassy Suites Orlando – Lake Buena Vista South, Orlando/Kissimmee, FL

The marcus evans 4th Annual Utility Customer Experience Management Conference will focus on the sharing of best practices from top utilities across the country known for successful customer service programs and initiatives.

Key Speakers Include:

Don Smith
VP, Customer Operations
TXU Energy

Steve Bandy
Senior Director, Customer Care
SourceGas

Michael Mendonca
Senior Director, Revenue Cycle Services
Salt River Project

EVENT CLOSED

Customer Experience Management
20 March 2013, Victoria, London, UK

Quote CSM10 to receive your 10% discount.
www.customerexperienceconf.com

Maximising customer value & driving revenue for your brand from first contact to post-purchase service

Over the course of the event you will explore key components of a robust and adaptable customer experience strategy that generates a real top line growth through sharp customer focus and engagement.

• Getting the 360 degree view of your customers
• Going beyond simple design to create an experience that sets your business apart from the crowd cost-efficiently
• Being an agent of change and driving a customer-centric business culture
• Transforming perceptions, interactions and encounters with consumers to drive more value from each engagement/touchpoint
• Reaching a higher level of assessment and accountability through tougher, more varied measures
Customer Experience Management gathers key leaders in the arena of customer experience management such as Zappos, Virgin Atlantic, Bounty, LEGO, M&S and The co-operative to share knowledge, expertise and insider tips.

If you would like more information about this event or to register visit the website www.customerexperienceconf.com , email events@haymarket.com or call on +44 (0) 20 8267 4011. Don’t forget to quote CSM10 when registering to receive your 10% discount.

EVENT CLOSED

Customer Experience for Public Sector
6th-7th April, 2013, Metropolitan Hotel, Toronto, Ontario

Hear case studies on how leading public sector agencies are changing their organizations for the modern citizen!

– Improve your digital government strategy
– Journey map your customers’ interactions
– Demonstrate accountability via public services
– Use citizen insights to improve service delivery
– Foster and measure employee engagement

EVENT CLOSED

Mobile Payments & NFC World Summit 2013
18-19 April 2013, Eaton Smart, Hong Kong

Mobile Payments & NFC World Summit 2013 will draw together highly-regarded speakers representing the mobile network operators, banks, money transfer providers, mobile transfer networks, mWallets, retailers, public transit providers, ‘interoperability hubs’, handset manufacturers, technology and equipment providers to share their latest efforts in launching mobile payments services and the key challenges facing them.

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Customer Experience Management (CEM) World Congress
23-24 April 2013, Grand Connaught Rooms, London

The Telecoms Customer Experience Management (CEM) World Congress returns following an outstanding turnout in 2012. Next year the three day event will expand and display an array of topics by investigating CEM across Marketing, Operation and Network Departments within an organisation.

Joining together CXO level thought leaders; the CEM World Congress will offer views from global operators across all departments, disruptive players, as well as reputable brands. In addition, interactive sessions, panel discussions, 1-2-1 debates, webinars and roundtables will offer extensive networking opportunities for all those involved.

EVENT CLOSED

5th Customer Loyalty Programme & CRM China Summit 2013
4th-5th Jun 2013, Pullman Shanghai Skyway, SHANGHAI, CHINA

A one day pre-conference workshop on 3rd June will open this event with a morning session entitled “Measuring Customer Loyalty Using Analytical Techniques”, led by the team from Asia Analytics (Formerly SPSS China).

In the afternoon a session will be jointly facilitated by Cell City and DBS Bank, entitled “Creating A Digital Loyalty Campaign and Engaging with Your Customers in New Dynamics”.

The event also features two engaging panel discussions. On the first day of the summit, some other hot topics in current China market which are not addressed in standalone speaking slots will be addressed. The Day 1 Panel discussion, “How to Use New Channels to Interact with Customers and Enhance Customer Loyalty” will have panelists from Air China, Shandong Airlines and China Minsheng Banking Corporation, among others.

The Day 2 panel discussion, “Measurement and Financial Impact of Loyalty programme and CRM to a Company”, will be an engaging discussion and rainstorming session led by experts from Accentiv’.

The summit will feature industry leaders including Alibaba Group, Baidu, General Motors, Jin Jiang International Hotel Management, China Minsheng Banking Corporation and many others.

EVENT CLOSED

Loyalty Canada 2013 Conference
July 24-25, 2013, Hilton Toronto, Toronto, Ontario, Canada

The marcus evans Loyalty Canada 2013 Conference will provide customer loyalty marketers with a deeper understanding of key issues affecting the creation of a sustainable loyalty strategy to achieve an ever-growing, profitable and engaged customer base.

Industry leaders attending this conference will benefit from a dynamic presentation format consisting of workshops, panel discussions and industry-specific case studies that provide accurate, real-world knowledge. Attendees will experience highly interactive conference sessions, 10-15 minutes of Q&A time after each presentation, 4+ hours of networking, and exclusive access to speaker presentations post-event.

Key Speakers Include:

Bryan Goudie, AVP Analytics & Target Marketing
Sears Canada

Jessica Mills, Director, Brand Communications
Starbucks Coffee Company Canada

Mitchell Arrieta, Senior Manager, Digital Analytics
Blackberry

Steven Keith, Director, Loyalty & Marketing Partnerships
Suncor Energy Products Inc.

Florence Ho, Senior Director, Loyalty & Direct Marketing
Wyndham Hotel Group

For more information, please visit the conference website.

Interested in attending? E-mail Robin Yegelwel at robiny@marcusevansch.com for information on registering.

EVENT CLOSED

Customer Experience 2013 Conference
August 13-14, 2013 – Chicago, IL, USA

Customer Experience 2013 will give customer experience professionals a deeper look into the key issues affecting the design and delivery of a consistent, meaningful, and rewarding customer experience to achieve an ever-growing, profitable, and engaged customer base.

Hear from industry leading Customer Experience experts including Fifth/Third Bank, Pitney Bowes, Inc., Beechcraft, Kohl’s Department Stores, FedEx, MetLife, National Football League, John Deere Financial and many more!

Benefit from two days of case study driven discussions from industry leading experts. Attendees will be afforded the opportunity to interact with speakers and their peers in a classroom style setting that will encourage both audience participation and engagement.

Seating for this conference is limited to maintain an intimate educational environment that will cultivate the knowledge and experience of all participants.

EVENT CLOSED

4th Annual UAE Customer Service Week
30 Sept – 2 Oct 2013, The Westin, Dubai

Improving your organisation’s performance by implementing a customer-centric strategy.

Contact: Ms Husaina Nasir, Telephone: +971 4 364 2975, Email: enquiry@iqpc.ae

EVENT CLOSED

2nd Annual Oman Customer Service Week
29 Sept – 1 Oct 2013, Radisson Blu Hotel, Muscat

Implementing efficient strategies and techniques to deliver high quality customer service and help improve your organisation’s performance.

Contact: Ms Husaina Nasir, Telephone: +971 4 364 2975, Email: enquiry@iqpc.ae

EVENT CLOSED

Saudi Customer Service Week
29 Sept – 2 Oct 2013, Radisson Blu Hotel, Riyadh

Promoting the importance of quality customer service delivery for building customer loyalty and exploring strategies to improve overall customer experience.

Contact: Ms Husaina Nasir, Telephone: +971 4 364 2975, Email: enquiry@iqpc.ae

EVENT CLOSED

Customer Insights: Turning Data Analytics into Intelligence
October 2nd-3rd, 2013, Chicago

Executives, Directors and Senior Managers across Marketing Strategy, Data Analytics, Communications and CRM call a truce to discuss Customer Insights: Turning Data Analytics into Intelligence.

Sales, Marketing, as well as Customer Service and Customer Experience segments have become key battlegrounds for new revenue and protecting companies from customer churn. In this battle, “Big Data”, has become the decisive weapon..

However, not all platforms are created equally, the best start with specific structures and analytic processes that increase wallet share and customer satisfaction, but can “Big Data” deliver better understanding of customer behavior, customer loyalty, and enable better content?

With fierce competition across multiple channels a “Big Data” arms race has appeared where those businesses asking the right questions and properly analyzing data, can better communicate their value to customers.

Forward-thinking executives like Rajeeve Kaul, SVP, Office Max and Carlos Jose Fonseca, SVP & Group Head Global Marketing Strategy, Planning & Analytics at MasterCard take on “Establishing Big Data for Customer Insights” and “Customer-Centric Innovations”. Bestselling author of “Lead with a Story” Director, Consumer & Communications Research Paul Smith, Proctor & Gamble takes on the use of Storytelling to communicate complex data and analysis.

Full of interactive discussions, the event will open doors to a more complete arsenal of “Big Data” capabilities.

EVENT CLOSED

Customer Experience Management (CEM) In TELECOMS World Summit
3-4 October 2013, Singapore

Profiting from Successful Implementation of An Effective CEM Strategy

Encompassing:

Customer Data Management & Analytics
Customer Centricity
Customer Experience Framework
Big Data Analytics
Social Media CEM Strategy
Product Lifecycle Management
eMobile Marketing & Advertising
Differentiated Experience
Innovation for Success
and many more!

Customer Experience Management (CEM) in Telecoms World Summit 2013 will draw together highly-regarded expert speakers from across the ecosystems of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practiced in Customer Excellence Management in Telecoms. The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implemeting CEM and the key challenges they have encountered.

EVENT CLOSED

CX Forum
8 October, 2013, 11 Cavendish Square, London, UK

The customer-adaptive enterprise is focused on continuous value creation through innovation and CEM

Innovation management

Globalization and commoditization make it harder for organizations to differentiate. This generates considerable interest in the field of customer experience management. While this is important, what happens when your products or services become obsolete?

To be persistently relevant to customers you must innovate continuously. A customer-adaptive organization uses deep contextual insights into its customers to shape innovation, and it also addresses the means to innovate faster and at lower cost than traditional R&D approaches.

At CX Forum we will examine innovation and how disruptive technologies have the power to emancipate the enterprise, enabling it to generate more and better ideas by casting the net wider across the enterprise and beyond to prime the innovation pipeline.

Customer experience management

The customer-adaptive enterprise also recognizes the importance of delivering a superior customer experience, against a background of rising customer expectations. We will examine what it means and how to deliver smart, connected interactions, including a look at the maturity model where organizations can assess their current capabilities and how far they may need to go to enhance them, to deliver a truly seamless and superior customer experience.

EVENT CLOSED

Customer Management Forum
22-23 October, Moscow

Participation in the 10th edition of the Customer Management Forum is a unique opportunity for you to meet experts and practitioners, who share their knowledge and great experience in the sphere of Customer Relationships Management, Customer Loyalty building and maintaining, Customer Service Management and Customer Experience.

Forum attendees are offered a comprehensive business program: during 2 days 9 thematic sessions on the hottest themes will be held:

Strategies of Customer Relationship Management;

Big Data;
CEM;
Omni-channel;
Social Media;
Loyalty programs;
Customer retention;
Contact centers;
Sales.

Over 50 experts are ready to share gained knowledge and experience during the conference program. In parallel with the conference will be an organized exhibition, where modern technologies and solutions in the field of Communications, CRM, and Customer Experience Management will be presented. The exhibition also gives attendees an opportunity to see presentations of new products and meet new partners and clients.

EVENT CLOSED

Beyond CRM 2.0
19-21 November 2013, Dubai, UAE

Customer experience has become the forefront of the CEO’s agenda and CRM circles. Retaining customer loyalty has been a sales and marketing principle. Successful organisations understand the importance of developing a customer centric CRM mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. This will be tailored to suit the vast diversity of nationalities and business culture in the Middle East which are looking in providing enhanced customer experience.

Join us now at the 3-days Beyond CRM 2.0 Forum to revive your CRM systems. Leap into the bandwagon of CRM evolution and innovation to be at the forefront of winning the hearts and minds of your customers without compromising your business growth! This conference will lead your CRM strategies through the new age technology to reach out to your new and existing customers. Delving into the new era of social platforms to promote excellent customer experience

For the full brochure or registration details, please contact Bernardine Michael at BernardineM@marcusevanskl.com.

EVENT CLOSED

TM Forum Customer Experience Management InFocus 2013
December 3-4, Kuala Lumpur

TM Forum CEM InFocus 2013 is a can’t miss event offering:

– Interaction with 150+ senior-level executives and professionals

– Two days of valuable thought-leadership & practical advice

– Case study driven conference agenda

– Visionary keynotes

– Dozens of world class speakers

– Leading service providers

– TM Forum experts

– Enhanced networking opportunities

– Expo showcasing key suppliers

Don’t delay, download the brochure, check out the action-packed agenda and register today. Save 15% – simply use voucher code PSM9CV when you register.

Beyond CRM 2.0
19-21 November 2013, Dubai, UAE

Customer experience has become the forefront of the CEO’s agenda and CRM circles. Retaining customer loyalty has been a sales and marketing principle. Successful organisations understand the importance of developing a customer centric CRM mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. This will be tailored to suit the vast diversity of nationalities and business culture in the Middle East which are looking in providing enhanced customer experience.

Join us now at the 3-days Beyond CRM 2.0 Forum to revive your CRM systems. Leap into the bandwagon of CRM evolution and innovation to be at the forefront of winning the hearts and minds of your customers without compromising your business growth! This conference will lead your CRM strategies through the new age technology to reach out to your new and existing customers. Delving into the new era of social platforms to promote excellent customer experience

For the full brochure or registration details, please contact Bernardine Michael at BernardineM@marcusevanskl.com.

Learn more about the event and register here

TM Forum Customer Experience Management InFocus 2013
December 3-4, Kuala Lumpur

TM Forum CEM InFocus 2013 is a can’t miss event offering:

– Interaction with 150+ senior-level executives and professionals

– Two days of valuable thought-leadership & practical advice

– Case study driven conference agenda

– Visionary keynotes

– Dozens of world class speakers

– Leading service providers

– TM Forum experts

– Enhanced networking opportunities

– Expo showcasing key suppliers

Don’t delay, download the brochure, check out the action-packed agenda and register today. Save 15% – simply use voucher code PSM9CV when you register.

EVENT CLOSED

Customer Experience Management in Utilities: The Era of Empowered Customers,
February 24-25, Baltimore, USA

There is a race on in the world of Public Utilities. The race doesn’t pit utility against utility, but it is a race against the clock, customer vs. Utility. So far, customers have proven more dynamic competitors.

Almost in parallel with the introduction of ill received smart meters and grid projects, customers found themselves in command of an arsenal of new technologies and media channels. These allowed them to give immediate vent to their experiences, darkening the mood over infrastructure investment and providing a vehicle to pressure utilities for improved services. Challenged to respond to a generation of empowered customers, CEM has become a critical element for today’s utilities.

Mid-Atlantic utilities like Pepco and New Jersey Natural Gas , Consumers Energy and Ameren – Missouri in the Mid-West, as well as Western utilities like San Diego Gas and the Los Angeles Department of Water, Gas and Power combine perspectives to deliver better CEM.

Whether extending the mobile experience to improve customer engagement or accelerating the development and deployment of cost-effective demand response, utilities need to accelerate their game. Speakers and delegates will pursue discourse on Adopting multi-channel customer management programs for greater loyalty and satisfaction, Measuring and analyzing reporting &cross-channel analytics for valuable insights and much more.

Atlanta, situated in the core of the South East’s generation, transmission and delivery network, plays hosts to the hot button topics featured at this event. Join CEM in Utilities and take the lead in American Utilities.

EVENT CLOSED

3rd Annual Customer Experience Management in Telecoms:
Middle East Summit, 30 March – 1 April 2014
Grand Millennium Dubai, Dubai, United Arab Emirates

Osman Sultan, CEO, du; Graham Webster, Director – Customer Experience, Telefónica Europe and many other industry experts will help you taking your customer experience strategy to the next level, in a world of tech-savvy customers with rising expectations

EVENT CLOSED

Business Reporter – Customer Focus Summit 2014
29-30 April 2014, Cardiff City Hall, UK

Challenging tradition: Re-thinking customer value in the new experience economy

The Customer Focus Summit 2014 will bring together over 150 business leaders whose role is to champion customer experience delivery and brand representation. It will be highly interactive, dynamic and will set out to foster the kind of deep understanding and empathy that leads to true innovation.

Some of the key topics to be covered:

The digital customer experience
Global customer experiences: seeing your brand grow
Balancing superior sales and service performance in a cost reduction environment
Mastering data analytics and new technologies
Embracing social media as the new normal for customer service
Customer behaviour: Segmentation and making it personal
Loyalty and customer experience: the perfect marriage
Customer experience 360 view: gaining ROI

For more information please contact Sean Fox on S.Fox@Lyonsdown.co.uk or call 020 8349 4363.

EVENT CLOSED

http://bit.ly/1m7itCY

Customer Experience Management Turkey
6-9 May 2014, Divan Istanbul Hotel, Istanbul, Turkey

As Turkey’s integration with global markets accelerate, customer behavior also evolves rapidly, large corporations in Turkey both in the public and private sector are looking for ways to keep up with this transformation.

Consisting of 2 workshop days and 2 conference days, Customer Experience Management Turkey, being hosted in İstanbul, will host a unique faculty of esteemed speakers (both international and local) sharing their challenges and successes in delivering engaging experiences to their customers. Customer Experience Management Turkey will provide a dedicated platform for professionals from all sectors to share, discuss, and exchange ideas to improve their customer experience departments.

EVENT CLOSED

Customer Experience Management in Telecoms European summit
22 – 24 September, 2014, Parkhotel Schönbrunn, Vienna, Austria

– The CEM in Telecoms European Summit will once again showcase results-driven case studies of the European operator community’s pioneering CEM strategies.

– Learn how to keep customer-centricity at the front of your company mind-set and deliver a seamless end-to-end experience for your customers.

– Take home the CEM strategies proving successful in other industries, as retailers and banks share how they are providing an excellent customer experience

– Network with high quality prospects: 68% operator attendance and 59% at CxO, VP and Director-level in 2013

– Deep-dive your CEM challenges with 15+ hours of interactive learning sessions – more than any other event on this topic!

EVENT CLOSED

Customer Experience Transformation: Travel & Leisure
21 – 23 October, 2014 – London

– Learn how to empower and motivate your workforce through interactive sessions and coaching expertise to galvanise your team to deliver exceptional results every time

– Explore emerging trends and examine the digital distribution channels that excite consumer engagement and drive insightful exploration into gamification as a trigger for customer engagement

– Gain valuable best practice insight and learn how to ensure customer experience excellence across a complex and multiple product business chain

– Evaluate the quality of customer experience in an increasingly on-line dynamic and explore the benefits and negatives of self service or service sacrifice?

– Recognise what drives CX transformation and stimulate people focussed thinking

– Engage with your peers to determine how best to break down silo’s and deliver exceptional customer experience across every distribution channel

EVENT CLOSED

Future Customer Summit in Financial Services
25 – 26 November 2014, Dusit Thani Dubai, Dubai, UAE

The event brings together senior level customer experience executives across Banking and Finance vertical throughout Middle East & Africa to discuss the latest customer experience strategies across all channels and touch points. The Conference aims to provide a platform to unveil new researches, success stories, experiences and failures faced by financial institutions that would reveal the drivers of customer experience quality and the factors that justly matter to the customers of the banking and financial services sector.

Contact Details: conferences@mci-group.com

EVENT CLOSED

The Future Contact Center Summit
January 26 – 30, 2015, Omni Orlando, ChampionsGate, Florida

The 10th annual Future Contact Center Summit, where you will leave with a synergistic and defined approach to dealing with today while evolving for what’s next.

Big picture keynotes will stretch open your mind to new ideas and the diversified learning formats such as story telling, white boarding, brainstorming, innovation immersions, roundtables and group exercises, you will discuss, debate, idea generate and solve alongside the most admired customer-centric leaders and cross-industry peers.

Future success will be determined by your ability to meet customer expectations better and faster than competitors. The point of this event is to assist you in accelerating your pace.

Members/subscribers of CSM will be entitled to purchase discounted admission passes at 15% off of the current registration price for packages only. Use code 10TFCCS_CSM.

EVENT CLOSED

The 9th Annual Customer Contact 2015, Europe
8-10 June 2015, Copenhagen, Denmark

A Frost & Sullivan Executive MindXchange, taking place 8-10 June, 2015 at Scandic Copenhagen, in Copenhagen, Denmark, is the place to be to help drive an enterprise wide transformation and take customer experience excellence from an ideal to a reality.

EVENT CLOSED

Customer Experience Management Middle East
13-16 September 2015, The Address Dubai Mall, UAE

Join heads and directors of CEM from leading regional and international brands including Google, Barclays Bank, du, AT&T Business Services, Al Futtaim Automotive, Jumeirah Group, Emirates Islamic Bank, AW Rostamani, O2 (Telefonica), Emirates Identity Authority, Saudi German Hospital and many more at the region’s #1 CEM event, Customer Experience Management Middle East (13-16 September 2015 at The Address Dubai Mall, UAE), to learn how you can step up your customer experience strategies in an era of increasing competition.

For registration and more information, email: enquiry@iqpc.ae or call +971 4 364 2975 or visit the conference website here.

3rd Annual Utility Call Center Operational Excellence conference
14-16 September 2015, San Antonio, TX, USA

The leading 3rd Annual Utility Call Center Operational Excellence conference is a highly-intensive forum that will focus entirely on the day-to-day demands that utility call centers face.

Contact center directors will provide innovative strategies to exceed customer and employee satisfaction by strengthening call center operations and transforming into a Multi-Contact Center, through workforce management, advanced training, employee incentive programs, and exceeding expectations through the ever changing demands of the customer. The event will feature leading case studies by Kevin Hollingsworth from Oncor Electric Delivery, John Fritterer from ComEd,and many other key speakers.

EVENT CLOSED


Field Service Fall 2015
Sept 30 September – 2nd Oct 2nd, 2015, Atlanta, GA, USA

Discover the latest advances in field mobility, preventative maintenance, and predictive analytics.

The program content spans the customer journey, from initial contact to onsite experience to technician efficiency to customer feedback & retention. If you have a pain point, we’ve got you covered. Enhance your connections through fun and interactive networking with cross-industry service leaders. From GE to Siemens, from Cisco to Ingersoll Rand, and from Airbus to Rolls-Royce… Atlanta is where the entire service community comes together.

EVENT CLOSED


Customer Experience Management Summit 2015
7-8 October 2015, London, UK

ACI’s 2nd Customer Experience Summit returns to London, UK, on 7 & 8th October 2015 bringing together key industry stakeholders and innovators in the customer experience landscape from a cross-sector perspective.

EVENT CLOSED


Engagement & Experience Expo
9-11 November 2015, Dallas, Texas

Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. Join us November 9-11, 2015 at the Hilton Dallas Lincoln Centre in Dallas, Texas.

EVENT CLOSED


Field Service Medical 2016
February 16 – 18, 2016, Rancho Bernardo Inn, San Diego, CA

Advancing Service Together – The Event for Leaders in Service & Support for Medical Devices

Field Service Medical is the go to event for leaders in the service and support industry. This year, we’re focused on taking proactive service head on by hosting roundtables, presenting case studies and facilitating relationships on site! Your customers are connected to your products and brand through your service teams – keep them coming back by building an engaged workforce a Field Service Medical in February.

Download the Director’s Report to see the opportunities for service & support in 2016 or visit the event website to receive an exclusive discount.

EVENT CLOSED



7th Annual Contact Centres Asia Summit

1 – 2 March 2016, Kuala Lumpur, Malaysia

With Contact Centres constantly evolving to meet the omni-channel environment demanded by customers, how do you balance efficiency, performance and costs while investing in the right technology and infrastructure required to success? The Contact Centres Asia Summit 2016 held in Malaysia combines best practice sessions with discussion roundtables for problem solving, idea exchanges and debate on the hottest topics on contact centre and customer service in the region. This is the premier event for peer-to-peer networking which gives you unlimited access to thought leaderships from industry movers and shakers both locally and regionally. With Functional roundtable discussions, deep-dive into pressing issues that are top of your agenda today.

Key Conference Themes for 2016

  • Engaging your Customer in the Digital Frontier
  • Aligning your Contact Centre with organization vision towards a smarter contact centre
  • Embracing Innovative Technology for a Contact Centre of the Future
  • Achieving Excellence through Effective Workforce in an Omni-channel World
  • The Power of Data in improving Customer Satisfaction

“The experience shared among the delegates was fantastic – it’s just like walking into a Contact Centre library” Senior Manager, Ambank.

EVENT CLOSED



Global Telecom Fraud Management & Revenue Assurance Summit 2016
March 9-10, 2016, Singapore

The Global Telecom Fraud Management and Revenue Assurance Summit -2016 is the must attend event for the year 2016, focused at staying ahead of fraud threats and preventing revenue losses. Fraud management and revenue assurance has become critical to the telecom industry especially in the current competitive scenario of an unpredictable economy. The GTFMRAS will focus on best practices and knowledge sharing with productive networking sessions for telecoms fraud and revenue assurance experts. The conference seeks to discover up-to-date methods and strategies in preventing fraud attacks and minimizing revenue leakages. The summit will carry the best presentations from the industry top speakers tailored to your requirements with an insight into the future of telecom technology.

EVENT CLOSED



Customer Experience Management Interactive
13 – 15 March 2016, Indigo Pearl, Phuket, Thailand

Developing the Right CX Strategy using Innovation & Technology to Drive Future Growth

CEM Interactive 2016 is an invitation-only knowledge exchange for visionary Chief Customer Officers, VPs, Directors and Heads of Customer Experience, Digital, Customer Service, Marketing and CIOs from across Asia. Over 2.5 days these CX leaders will network and discuss the most important challenges towards building their customer experience eco-systems.

EVENT CLOSED



Contact Centers Week Asia 2016
15-18 March 2016, Singapore

Asia Pacific’s Premier Contact Centers Event in Singapore – discuss the latest trends and how you can overcome pertinent challenges faced by the Contact Centers Industry.

EVENT CLOSED


5th Annual Customer Experience Management in Telecoms
Date: 10-13 April 2016, Venue: Dubai, UAE

The 5th Annual Customer Experience Management in Telecoms, taking place from 10-13 April 2016 in Dubai, UAE, will showcase results-driven case studies from your peers in the telecoms industry, so you can get these pressing questions answered.

The 2016 programme will feature fierce panel debates, international and cross industry case studies, CEM awards ceremony and more dedicated interactive sessions!

Here are just a few of the confirmed speakers for the event:

* Haitham Kharusi, Vice President of Consumer Unit, Omantel
* Diane Magers, Office of the Customer, AT&T Business Services
* Hany Mokhtar, Director of Customer Experience, Zain KSA
* Hany Moneim, Head of Service Assurance – Consumer, Vodafone Egypt
* Nisreen N. Abu Hadba, Customer Experience & Quality Director, Orange Jordan
* Ahmed Nour, Head of Sales Transformation, Vodafone Qatar
* And many more…

Don’t miss this opportunity to be a part of this must-attend meeting attended by more than 100 CEM experts and C-level executives from operators in the region who are seeking to stand out from fierce competition by taking their customer experience to the next level.

EVENT CLOSED



CX Excellence World – Aspire, Strategise and Deliver Excellent Customer Experience
18- 20 April, Paris, France

Join 160+ cross-industry CX Professionals from across Europe including Vice Presidents, Directors and Heads for CX, UX, Digital, CS, Insights, Marketing and Strategy to benchmark case-studies and rapidly enhance your current customer experience delivery. Attend 40+ sessions, hear from 45 speakers, participate in 5 workshops, breakfast briefs and a site visit to get inspired by a guaranteed variety of opinion and practice. The event is guaranteed to sell out, so register now before spots fill up!

5 Reasons to Attend:

  • No theory talk! CX Excellence World is all about sharing best practice, what works and what hasn’t
  • Expert and industry-led programme. Hear about real on-going projects from CX leaders in telecoms, retail, financial industry, automotive, travel and leisure, healthcare and much more
  • Interactive and high energy learning environment. Unique session and learning formats include industry case studies, workshops, brainstorming session, dynamic panels and more
  • Breadth of coverage. Equip yourself with the tools to deal with customer centric challenges, change management and continuous improvement
  • 70% of attendees at decision maker level. Meet the people who have influence over the budgets and who have achieved real CX transformation.

EVENTS CLOSED



Monetising Big Data in Telecoms World Summit 2016
21-22 April 2016, Singapore

Increasing ROI through developing an effective big data strategy for your business Encompassing:

• Mastering the Challenges from Smart Data Analytics to Future Analytics
• Data-Driven Marketing
• Building Customer Trust in your Big Data Strategy
• Developing A Customer Data Mall to Benefit from External Monetisation
• Harnessing Big Data to Help Make Big Decisions
• Differentiated Experience
• Innovation for Success
• and many more!

Monetising Big Data in Telecoms World Summit 2016 draws together highly-regarded expert speakers from across the ecosystems of telecommunications industry and big data analytics solution providers to present to you the latest key trends and development in monetising inernal and external big data. The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on their experience in implemeting big data strategy in their businesses.

EVENTS CLOSED



Technology and Innovation in Retail 2016
10 – 11 May 2016, Dubai, UAE.

The world’s leading retail experts are coming to Technology and Innovation in Retail 2016 to inspire you and share their insights. Curated experts from across the globe will deliver technical presentations during the two-day program, sharing the expertise and experience gained over many years of working in the retail segment.

EVENTS CLOSED



Customer Focus Live 2016
10th May 2016 | The Waldorf Hilton, Aldwych, WC2B 4DD, London

A ‘new’ generation of customers is here. Digitally-aware, fluent in social media, with revised levels of attention and patience, customers are now engaging with brands, products and organisations at a wholly different level. A tech-driven lifestyle has changed the nature & purpose of touch-points; customer-centricity is no longer just theory to aspire to, it is an absolute necessity.

Find the answers to current pressing issues including:

  • How do you achieve an outstanding customer experience within the limitations of your organisational structure?
  • How can you transform existing structures, from contact-centres through to social media platforms, to engage in a meaningful way with customers?
  • How do you stay ahead in a highly competitive environment and retain customer loyalty through excellence in service?
  • How do you implement new technologies, from Artificial Intelligence to Virtual/Augmented reality to automate processes, increase efficiency and drastically reduce costs?

Customer Focus Live is the only established international event that brings together the industry’s foremost innovators in Customer Experience. With a global footprint, the mandate of speakers at the CFL is to inspire, engage and challenge the audience to be better in a highly competitive marketplace.

EVENTS CLOSED


Customer Experience Transformation: Insurance
25-26 May, 2016 London, UK

Engaging customers to reduce churn and differentiate from competitors

Creating truly engaged customers is the most sure-fire way to ensure a reduction in churn levels and increased profitability. For today’s customer, this means an engaging digital experience, fast-response times and a company which puts the customer first. Customer Experience Transformation: Insurance will bring together pioneering customer experience leaders in the insurance industry to guide you through the best ways to achieve true customer satisfaction loyalty.

EVENTS CLOSED

Measuring, Managing and Improving Customer Service
25 – 26 August 2016, Perth, Australia

Measuring, Managing and Improving Customer Service brings together key representatives from the public and private sector to discuss key trends, challenges, opportunities and strategies to improve performance and service delivery.

  • Understand the changing trends of customer service and what these changes mean for you and your organisation
  • Learn best practice strategies to drive a customer-centric culture within your organisation * Leverage customer data and analytics for improved service delivery
  • Hear from real-life examples of what has worked, and how you can adapt winning strategies * Network with leading players and professionals from the customer service industry

CSM members can use the VIP code, MP-CSM, to receive a 10% discount on top of the early bird rates.

EVENTS CLOSED



Call Centre Conference Africa
29-31 August 2016 , Villa Rosa Kempinski, Nairobi, Kenya

Hear from the most senior, knowledgeable, and influential call centre managers from Safaricom, KCB Bank Group, Etisalat Nigeria, Co-op Bank of Kenya, Airtel Networks Kenya, Barclays Bank, and more – to discuss the best-practice methods, and the tutorials so that your call centre is more productive, more cost-effective, and ultimately, driving business.

EVENTS CLOSED



Field Service Fall 2016
September 12-14, 2016, The Westin Fort Lauderdale Beach Resort, USA

Advancing Service Together – The Event For Leaders In Customer Care, Service & Support

With small group discussions, strategy-building task forces, and structured networking activities, Field Service Fall provides a highly interactive and collaborative environment. With cross-industry service and support executives you’ll set best practices, benchmark, and build relationships that last far beyond the conference.

Discount code: FSF16EMN25

EVENTS CLOSED



Customer Value Management & Experience in Telecoms

4-5 October 2016, Golden Tulip Hotel Hamburg, Berlin, Germany

Transform your CVM & experience strategy to deliver value throughout the customer lifecycle and achieve a competitive advantage.

Now in its 6th year, CVM & Experience in Telecoms has established itself as the must-attend annual forum for industry-leading CSPs, delivering relevant, practical, actionable solutions through peer-to-peer networking and insightful presentations.

EVENTS CLOSED



Customer Experience Management (CEM) in Telecoms World Summit

20-21 October 2016, Singapore

Profiting from Successful Implementation of Your CEM Strategy Encompassing:

• Successful CEM Strategy Implementation Worldwide
• Building A Customer First Culture
• Driving A Seamless Customer Experience
• Increasing ROI through Effective CEM Strategy
• Transforming Your Organisation Digitally
• Customer Experience Metrics and KPIs – Beyond NPS
• Effective Network Planning In Support of Your Company’s CEM Strategy
• Improving Customer Experience through Better Billing Communications
• Looking to the Future – What’s Next for CEM?

EVENTS CLOSED



Customer Experience Management (CEM) in Telecoms World Summit

20-21 October 2016, Singapore

Profiting from Successful Implementation of Your CEM Strategy Encompassing:

• Successful CEM Strategy Implementation Worldwide
• Building A Customer First Culture
• Driving A Seamless Customer Experience
• Increasing ROI through Effective CEM Strategy
• Transforming Your Organisation Digitally
• Customer Experience Metrics and KPIs – Beyond NPS
• Effective Network Planning In Support of Your Company’s CEM Strategy
• Improving Customer Experience through Better Billing Communications
• Looking to the Future – What’s Next for CEM?

EVENTS CLOSED



Experience & Engagement Expo, presented by Loyalty360

7-9 November 2016, Denver Marriot City Center, Denver, Colorado 

Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle.

Through a robust slate of best-in-class speakers and interactive discussions, attendees will learn about the latest theories, best practices, relevant case studies, emerging trends and strategies that drive measurable behavioral change and quantifiable results.

EVENTS CLOSED



Australian Utility Week 2016
29-30 November 2016, Sydney

Australian Utility Week 2016 is a large scale expo dedicated to Building Digital
Futures. It takes place on 29-30 November 2016 at Australian Technology Park,
Sydney. The event is now in its 14th year and will attract 1500 utility professionals from the electricity, gas and water sectors. The speakers are a mix of Australian and international utility leaders, Smart Grid technology innovators, and R&D professionals. It’s the largest event of its kind in Australia and the only event that focuses exclusively on digital and customer facing innovations.

EVENTS CLOSED



Field Service Europe 2016
29 November – 1 December, 2016, NH Collection, Amsterdam Grand Hotel Krasnapolsky, Amsterdam

Field Service Europe is a forum for senior-level service executives from leading global organizations to share best practices on today’s most pressing issues, including:

  • adopting a proactive and preventive approach to customer management
  • streamlining aftersales business to radically improve productivity
  • and utilizing advanced remote diagnostics technology to increase efficiency and customer loyalty

Our peer-driven conference is packed with in-depth workshops and interactive roundtable discussions, as well as unparalleled networking opportunities like the Women-in-Service Luncheon and VIP Think Tank.

EVENTS CLOSED


CEM in Telecoms Global Summit
23rd – 26th January, 2017, London

Your #1 Customer Service Event! Master digital transformation to embrace evolving customer demands.

To provide answers into how to develop seamless omnichannel experiences, enhance your customer centric culture, driver digital transformation and utilise data to offer customers a more personalised service, CEM in Telecoms Global Summit 2017 provides you with 24 interactive discussion groups, 2 C-Level Boardrooms, 11 tracks, 6 focus days, the World Customer Series, 5 ‘Be Inspired’ presentations and cross-industry perspectives to ensure you maintain pace with your customers!

50+ World leading customer experience practitioners are confirmed to share their experience. All speakers will deliver tangible case studies with quantitative results that you can implement in your own organisation.

EVENTS CLOSED


CCW Europe

20th – 22nd March, 2017, London

The most recommended event by customer service professionals makes its long awaited debut in Europe.

CCW Europe will take place on 20th – 22nd March 2017, in London to invigorate and prepare delegates to make immediate improvements to their contact centre, and walk away armed with new, invaluable contacts to call on.

Key themes that will be tackled by over 60 industry speakers and 200 of Europe’s experts through case studies, executive learning labs, interactive discussion groups, masterclasses and technology pavilions include how to:

  • Personalise the customer journey in the digital economy
  • Achieve customer centricity through your culture
  • Provide seamless service in an omni channel environment
  • Retain and develop your talent for next generation service excellence
  • Drive revenue through the brand and customer service
  • Deliver high value transformation with next generation of technology

EVENTS CLOSED



Field Service Medical 2017
27  February – 1 March, 2017, Rancho Bernardo Inn, San Diego, California

Advancing Service Together – The Event for Leaders in Service & Support for Medical Devices

Field Service Medical is the go-to event for leaders in the service and support industry. This year, we’re focused on taking proactive service head on by hosting roundtables, presenting case studies, and facilitating relationships on site!

Your customers are connected to your products and brand through your service teams – keep them coming back by building an engaged workforce at Field Service Medical in February.

Use code: FSM17CSM and receive 25% off the full conference price!

EVENTS CLOSED


Innovation Evolution East 2017
29 – 30 March, 2017 (pre-conference workshops on March 28th), Boston, MA

The Innovation Evolution East 2017 Conference will bring together professionals responsible for external and strategic innovation to discuss key issues surrounding connected innovation to champion open, external, and collaborative innovation and strategic partnerships.

EVENTS CLOSED



Field Service USA 2017
18 – 21 April, 2017, JW Marriott, Palm Springs, CA

Field Service is your one-stop shop for all things service and support; an event
where inspiration meets innovation; socializing meets ROI. Experience tons of
sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs. Whatever your pain point, we’ve got you covered! Our topics cover every area impacting your business – service revenue, preventative services, connected devices and IoT, customer experience, remote diagnostics, global service, parts management, knowledge management, training and development, workforce management, mobility, help desk support, and a lot more.

EVENTS CLOSED



Monetising Big Data in Telecoms World Summit 2017
20 – 21 April 2017, Singapore

Monetising Big Data in Telecoms World Summit 2017 draws together highly-regarded expert speakers from across the ecosystem of telecommunications industry and big data analytics solution providers to present to you the latest key trends and development in monetising internal and external big data. The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on their experience in implementing big data strategy in their businesses.

EVENTS CLOSED



Loyalty Expo, presented by Loyalty360
2 – 4 May 2017, Caribe Royale Orlando, Orlando Florida

Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference. Presented by Loyalty360 – The Association for Customer Loyalty, Loyalty Expo has earned the reputation of being one of the industry’s premier events, and we are extremely pleased to be able to continue to provide a forum to meet and discuss the challenges facing brands today. Attendees will leave Loyalty Expo with an understanding of new research, technologies and solutions to aid their organizations on the customer loyalty journey.

Use code CSM20LE17 and receive 20% off the conference price!

EVENTS CLOSED



Experience & Loyalty Forum
11-12 May 2017, New Orleans, LA

Join Ritz-Carlton, Atlanta Hawks, Everbank, BCBS, Caesars Entertainment and more at Experience & Loyalty Forum and share real-world stories, case-studies, best practices and lessons learned on how organizations are creating positive, engaging experiences, the technologies that tie CX with new marketing channels, and how to utilize tools, insights and cognitive analytics to create a more loyal customer.

Limited complimentary passes for members still available!

PROMO CODE: EL1-CSM.

EVENTS CLOSED


Chief Customer Officer Europe
7 – 8 June 2017, London

Join Europe’s premiere event for CCOs and Customer-Centric Leaders at Chief Customer Officer Europe in London this June. Hear about the latest customer-focussed initiatives from industry leaders and network with your peers developing CX strategies.

Book using code CSMCCO17 for a 15% discount.

EVENTS CLOSED

4th Annual Digital Customer Experience Strategies Summit
19-20 September, 2017 (pre conference workshop on the 18th), Chicago Fairmont, IL

This is the one-stop-shop for the freshest cross-industry insights from top minds in DCX on navigating your organization through a constantly evolving digital environment to provide exceptional customer experiences. Acquire the latest innovations in mobile, social, AI, personalization, VoC and big data that are transforming the industry. We have speakers from Google, McDonald’s, Twitter, Salesforce, Verizon, the New York Times and many more.

Register using VIP Code CSM20 for a 20% discount.

EVENTS CLOSED


Field Service 2017 – Advancing Service Together
25-27 September, 2017, Omni Amelia Island Resort, FL

The Event for Leaders in Customer Care, Service, and Support.

Join over 250 of your service and support peers this fall for groundbreaking keynotes, interactive sessions, and relaxing networking activities. Field Service has everything you need for an interactive and collaborative environment. With cross-industry service and support executives, you’ll set best practices, benchmark, and build relationships that last far beyond the conference.

As a partner of CSM Magazine, you’ll save 20% with discount code: FSF17CSM.

EVENTS CLOSED


Executive Customer Contact Exchange US
12-13 October, 2017, Miami, Florida

The Customer Contact Exchange is the go-to meeting for C-level & VPs/Directors of Customer Services, Contact, Experience and Operations from Fortune 500 companies to share best practice and improve the future of customer contact. The Exchange is put together by customer service executives to design an agenda that is tailor made for decision makers within the customer contact field.

EVENTS CLOSED

Big Data Analytics & Effective CEM Strategy in Financial Services World Summit 2017, 27 October 2017, Singapore

Big Data Analytics & Effective CEM Strategy in Financial Services World Summit 2017 draws together highly-regarded expert speakers from across the ecosystem of financial services industry and big data analytics solution providers to present to you the latest key trends and development in big data analytics and effective CEM strategy.  The highlights of the summit will be Perspectives and Case Studies to be shared by senior professionals from financial services companies on their experience in implementing big data analytics and CEM strategy in their businesses.

EVENTS CLOSED


Customer Expo 2017
6-8 November, Nashville, Tennessee

Following up on its established lineup of events, Loyalty360 continues to push the envelope in customer loyalty conferences with the newest addition, Customer Expo, coming to the Sheraton Music City Hotel in Nashville, Tennessee November 6-8. Customer Expo will offer the exclusive brand insights that Loyalty360 conferences have come to be known for, with a focus on topics surrounding customer centricity and creating a customer experience that builds a solid foundation for future loyalty.

EVENTS CLOSED


The Customer Service Summit
16-17 November, 2017, Marriott Brooklyn Bridge, New York, US

Returning for a seventh year to New York in November 2017, The Customer Service Summit will again bring together an unrivaled list of major brand leaders to guide you into the future of customer care and social media customer service

  • Be Integrated: Deliver unified and frictionless customer experiences through fully embedding social, web, chat and portal into your contact center operations
  • Be Proactive: Make it easy for your customer – boost satisfaction whilst reducing call volume, through predictive and pre-emptive service
  • Be Personalized: Equip your team with the context and customer profiles required to deliver bespoke and unforgettable service
  • Be Customer-Centric: Plug into customer feedback and behaviors to look through the lens of your customer. Understand them, delight them, and retain them
  • Be Scalable: Develop the business case to grow your support team, as well as the strategy to maintain consistency in the quality of your care

Discount code for CSM readers: CSM200

FEVENTS CLOSED


Executive Customer Contact Exchange, BFSI
November 20–21 , 2017, Hilton Syon Park Hotel, London, UK

The 2017 Executive Customer Contact Exchange for BFSI brings together 60 C-level executives and VPs/Directors of Customer Service from HSBC, Aviva, Atom Bank and many more with their peers plus industry leading solution providers to discuss the topics that will be changing the face of the contact centre!

EVENTS CLOSED


Australian Utility Week
29-30 November 2017, Melbourne Convention & Exhibition Centre, Melbourne

Australian Utiity Week is a large scale expo dedicated to building the Digital Utility. This year, it’s taking place on 29-30 November 2017 at Melbourne Convention & Exhibition Centre. The event is now in its 15th year and will attract 1500+ utility professionals from the electricity, gas and water sectors. The speakers are a mix of Australian and international utility leaders, Smart Grid technology innovators, and R&D professionals. It’s the largest event of its kind in Australasia region and the only event that focuses exclusively on digital and customer facing innovations.

Energy Services Australia (ESA) is a new event (co-located with Australian Utility Week) that is designed for Australian and New Zealand energy professionals to prepare for the stricter energy efficiency and emission control regime and implement renewable energy solutions.

EVENTS CLOSED


CX Next
22-26 October, 2017, Rosen Shingle Creek, Orlando, FL

Delivering Tomorrow’s Vision of Cutting Edge Customer Experience

CX Next provides disruptive customer experience leaders with innovative practices to ensure business relevance. Gain a better understanding of your consumer and cultivate a customer first environment.

Fast moving technology and digitalized markets have consumers wanting more personalization and a customer experience designed specifically for them. CX NEXT: Next Generation of Customer Experience Leadership is a call to action for industry leaders tasked with understanding what is required to win with a strategic customer experience program.

Over the course of 5 days, this conference presents the biggest thought-leaders across industries to focus on the strategic alignment of organizational vision and customer experience strategy. Linking these two concepts through data driven behavior and top brand case studies.

Save 20% with VIP code CX17CSM

EVENTS CLOSED

Customer Experience Management in Telecoms Global Summit
30 January – 2 February 2018, London, United Kingdom

CEM in Telecoms Global Summit is the biggest global meeting for CX professionals in telecoms. The event brings together the global telecoms community every year to discuss key issues hindering customer experience and how to overcome them.

EVENTS CLOSED


Customer Contact Week (CCW) Europe
12-15 March, The Hilton, Glasgow, UK

Customer Contact Week (CCW) Europe – the European flagship of the LARGEST global customer contact event series; The ONLY leadership summit for Europe’s customer contact strategists; A true peer-led event packed with invaluable best practices to best future-proof your customer contact strategy.

Taking place on the 12-15 March at The Hilton, Glasgow, 2018 CCW Europe will see 60+ executive speakers, 25 industry and challenge focused IDGs, 9 plenary sessions and dedicated streams and discussions tackling how to deliver world class service through intelligent customer contact without losing the human touch.

EVENTS CLOSED


Call & Contact Centre Expo
21-22 March, 2018, ExCel, London

Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments within the customer engagement world.

Running alongside four other industry-leading events and boasting an unparalleled lineup of 700 cutting-edge supplier exhibitors, 200 interactive masterclasses and 500 expert-led seminars overall – Call & Contact Centre Expo will attract an audience of over 4,000 directors, consumers and decision makers.

EVENTS CLOSED


CX Artificial Intelligence
10-11 April 2018, United Kingdom

CX Artificial Intelligence will bring together thought-leaders offering cross-industry and global perspectives on current and future challenges. This will provide you with the opportunity to interact, engage and network with international peers, aligning on the same goals; to drive improvements across CX by harnessing the true potential of AI.

EVENTS CLOSED


CX Next
23-25 April, 2018, Seaport World Trade Center, Boston, MA, US

Winning in a World of Instant Gratification.

CX Next is focused on helping you guarantee customer success in an age of instant gratification. Now’s the time to put your customers at the front of your business and humanize the consumer experience.

Fast moving technology and digitalized markets have consumers wanting more
personalization and a customer experience designed specifically for them. CX NEXT: Next Generation of Customer Experience Leadership is a call to action for industry leaders tasked with understanding what is required to win with a strategic customer experience program.

Through various hands on exercises and presentations including, keynotes, case studies, roundtables, and offsite excursions, this year’s CX Next will enable you to better understand the consumer and bring experiences to life in a human way.

EVENTS CLOSED

CX UtilitiesCX Utilities
15-16 May 2018, United Kingdom

CX Utilities Forum has been established to provide an opportunity for the CX community in the utilities sector to network and share best practice together, adopting a practical outlook towards the common issues the industry is facing daily. With tailored sessions designed to give you the best insight into how to drive this change further, you’ll head back to the office armed with tangible learnings to apply to 2018 and beyond.

EVENT CLOSED

Customer Service Summit West

The Customer Service Summit West
7-8 June 2018, Hilton San Diego Mission Valley, San Diego, US

The Customer Service Summit West (June 7-8, San Diego); brings together an unrivalled list of senior leaders from the world’s biggest brands, purpose-built to guide you seamlessly into the future of customer success, social care, and multichannel customer service.

Join 150+ customer leaders and 25+ expert speakers – all working in-house at globally recognizable brands – and hear the latest ground-breaking insights on topics such as: scalability, personalization, self-service, customer-centric transformation and much more!

EVENT CLOSED

Field Service Amelia Island 2018

Field Service Amelia Island
27-29 August 2018, The Ritz-Carlton Amelia Island, FL

Field Service Amelia Island is the conference where 200+ cross-industry service, support, and customer care leaders come together to build world-class service and support operations.

Take home exclusive insights on the latest in service and support from 70 + experts at Schindler Elevator, Siemens, New Holland North America, Emerson Automated Solutions, CenturyLink, TechnipFMC, TE Connectivity, Altice USA, and many more.Highly interactive sessions ensure that you’ll learn more, meet new people, and work through your specific pain-points – all while relaxing at a beautiful island resort.

Register Now – Join your peers for the biggest service event on the East coast. Register with code FSE18CSM to get 25% off the current ticket price.


CCO Fall 2018

Chief Customer Officer, Fall 2018
10-12 September 2018, San Francisco, US

Join North America’s leading CX meeting at Chief Customer Officer, Fall 2018.
Network with 130+ senior execs including Google, Costco Wholesale, The Home Depot, Electronic Arts and more.

Get 20% discount with code CSM20

For more information visit the event website.


The Customer Service and Experience Summit 2018
18-19 September, Grange Tower Bridge Hotel, London

Customer Service and Experience SummitThe Customer Service and Experience summit has established its reputation as the USA’s Best Customer Service Summit over 6 years presence on the market. Due to a great success and demand for this conference in Europe it will be hosted in London – historically for the first time.

The conference will be hosting over 25 Speakers and customer service leaders from the best global brands such as Heineken, Marks & Spencer, Google, Toyota and many more.

If you are interested in finding out more about the first edition of Customer Service and Experience Summit in Europe that makes history, please click here.

Save $200 with CSM Discount Code: CSM200


Customer Service Summitt NY 2018

The Customer Service Summit
4-5 October 2018, Marriott Brooklyn Bridge, New York, US

This October 4-5th, The Customer Service Summit returns to New York for an historic eighth year. The summit will again bring together an unrivalled list of major brand leaders to guide you into the future of customer care, social media support, self-service, CX and messenger.

Gain actionable insight into 2018’s biggest challenges and opportunities. Across two tracks Customer service leaders from Johnson & Johnson, Wells Fargo, Uber, Lego, Rogers, Chewy, TSA, Boxed, La Masion du Chocolat are already confirmed, with over 30 more to be announced.

Save $200 with CSM Discount Code: CSM200

For more information visit the event website.


Chief Customer Officer, Europe 2018
9-10 october 2018, London, UK

Join 100+ CX leaders in London this October for Chief Customer Officer, Europe 2018. Hear from Telegraph Media Group, Virgin Trains, Sky Plc, Close Brothers Group PLC, Workshare and more.

Get 20% discount with code CSM20

For more information visit the event website.


CX Artificial Intelligence
5-7 November 2018, United Kingdom

CX Artificial Intelligence will bring together thought-leaders offering cross-industry and global perspectives on current and future challenges. This will provide you with the opportunity to interact, engage and network with international peers, aligning on the same goals; to drive improvements across CX by harnessing the true potential of AI.

For more information please visit the event website.


CX Nordics
19-21 November 2018, Stockholm

This years’ 6th annual Customer Experience Nordics Forum, taking place in Stockholm from 19 – 21 November, will address the key challenges facing CX experts across the Nordic region. We know that each customer base is unique, and ever changing customer expectations are making it increasingly difficult to meet and exceed the expectations of customers’.

For more information please visit the event website.