Global Telecoms Customer Experience Management Leaders Summit is a telecoms industry summit for Customer Experience leaders to design and implement customer-centric strategies that will deliver competitive advantage and sustain profitability. It is a dedicated two day platform that will enable you to implement an industry-leading, integrated Total Customer Experience across all the channels, interactions and touch points of your business, measure the impact on your customers’ experience and demonstrate how this is directly linked to churn, growth rates and bottom line improvements in business performance.

Location: Venue Not Yet Available, Munich, GER
Date: 17-18 Jan 2012

Keynote Speaker: Oxana Kukharchuk (Head of Customer Experience Management at MTS), Alain Meric (SVP of Customer Experience Management at Etisalat), Radu Ciocan (VP of Customer Service EU at Deutsche Telekom), Carol Borghesi (SVP of Customers First Culture at Telus), Nicola Millard (Customer Experience Futurologist at BT Global Business Services), Guillaume Peter (Customer Experience Senior Manager at SFR), Andrew Williams (Customer Experience Strategy Director at Orange), Lars Diener-Kimmich (Head of Customer Experience Management at Swisscom Corporate Business), Michael Topler(CEO Customer Experience Specialists at Bassier Bergmann and Kindler), Subhra Das (SVP Marketing and Customer Experience at du), Sheryl kingstone (Director at Yankee Group), Andrew Griffith (Change Champion at Eircom), Glenn Oberholzer (Partner at Stimmt), Helmut Kazmaier (Partner at Stimmt), Graham Hill (Associate and Strategic Advisor at DesignThinkers), Joe Heapy (Co founder and Director at Engine Service Design)

Tracks/Topics:

• CEM Strategy And Total Customer Experience
• CEM Measurement - Analytics - Techniques And Tools
• Engaging The Customer
• Online Experience And Customer Self Care
• Social CRM And Using Social Media To Improve The Customer Experience
• Business Transformation - Cultural Change And Achieving Customer-Centricity
• Creating the innovation culture in line with Customer Excellence at MTS Russia
• The Transformation of Etisalat to become a Customer centric organisation and the results this has yielded
• Optimising your resources for maximum impact on Customer Experience in Customer Service
• Making the behaviour change across a business to put customers first and an analysis of the social marketing and social care initiatives at Telus
• Evolving traditional contact channels to meet the increasingly complex and emotive needs of a networked customer
• The state of Customer Experience and analyst perspective
• Implementing Net Promoter Scores at Eircom to enhance Customer Experience initiatives and demonstrate the link between CE and Profitability
• Best practice in Customer Journey Mapping and Giving you a tool kit to use and deploy this methodology optimally in your business
• The framework for enhancing Customer Experience at du
• Gamification and Customer Experience and Engaging your customers and driving loyalty
• Engaging staff and customers and stakeholders to define and deliver successful and differentiated customer experience strategies

Fees Range: Euro 749.50 - Euro 1499 (+19% VAT)
Highlighted Roles : Directors,VP,Head of Loyalty,Head of Customer Experience,Head of Marketing,Loyalty Manager,Customer Service Director,CCO,Customer Experience Manager,Customer Service Manager,Head of Customer Care,Head of Customer Retention,Head of Customer Service
Highlighted Industries: Telecom