Testimonials
“Collaborative, interactive & engaging” - Senior Director Customer Experience & Culture, Vodafone Romania
“A focused exchange on customer requirements and ways to achieve customer satisfaction. A great Exchange!” - VP Customer Service, Gilat Satcom
“We’ve had a great time here. It’s been a superbly managed event and having met some 14 people from 12 companies, we’re meeting 6 of those companies next week – that’s a success for us!” - VP Sales & Alliances, Aurix
“Informative and thought provoking forum for learning and exchanging knowledge” - Head of Customer Service Development, Eurostar
“I learnt a lot about customer service and experienced some very interesting solutions to think about” - Head of Sales, Amway
“I have been to a lot of events all over the world and what tends to happen is the sponsors and attendees are left on their own. Here I have seen a personalised service from the IQPC team who have been very proactive in ‘making it happen’ for us” - Head Corporate & Strategic Alliances, Bird Group
Customer Experience - Process Excellence - People Development
Welcome to the 2011 Executive Customer Contact Exchange
With the question of a double dip recession hanging over us, cash remains king for today's leading organisations. Yet with ever increasing customer demands, it is only those companies who are able to balance the delivery of a consistent multi-channel service, with increased profits and reduced costs, who will lead the way ahead of the competition.
For this reason 60 of Europe’s most advanced Customer Service, Contact Centre, Sales and Operations professionals are invited to attend this executive level meeting - find out if you qualify.
Taking place in London on March 27 – 29, 2011 the Executive Customer Contact Exchange will provide you with the tools you need to:
- Completely satisfy customer needs profitably: Find out how to balance customer experience and business efficiency to deliver real bottom-line results
- Measure customer satisfaction: What’s next after NPS?
- Use self-service to deliver customer choice whilst dramatically reducing costs
- Gain a holistic view of your customers and the service you provide with cross-channel analytics
- Deliver measurable results by motivating, engaging, training and rewarding your staff
- Examine the emergence of the ‘contact centre in the cloud’ and it’s impact on the cost and value of customer service delivery
- Assess the role of social media in your contact centre: What will this look like in five years time?
- Integrate Business Process Management and customer service strategies to ensure continuous performance improvement
2011 Sponsors & Exhibitors
2011 Media Partners
