EUROPEAN CUSTOMER EXPERIENCE WORLD

In the past two years we have witnessed the rise of social networks and personal broadcast tools like Twitter. We have seen entire customer segments change providers. In short, life has changed and the world we knew just a few years ago isn’t going to return to “normal”.

Customers’ expectations have changed. They are demanding better service and are willing to pay less for it. How can we, as leaders playing the roles of experience designers and customers, respond in a way that enhances our brands, delights our customers and improves the bottom line?

It’s a huge challenge. We must all improve our ability to respond to changes in customer preferences and execute on the front lines of business. And we need it to do it in record time and at low cost. 

Attend the 2010 European Customer Experience World (ECEW) and you’ll learn new strategies for dealing with this fast-changing world from expert front-line practitioners and business innovators. 

Better experiences are happening across the globe despite economic pressures, and customers and shareholders are responding positively. ECEW offers an impressive line-up of speakers ready to share with you how they are making a positive difference. 

From ideas on better experiences to getting them built, adopted and measured. You will pick up strategies, tools and stories you can use when you return to work to create the kind of change that your customers are demanding.

The objective of this customer experience conference is to challenge perceptions and learn how to see and think differently. It will feature three important streams running in parallel.

Stream 1: Acquire New Customers

How do you use customer experience design to attract new customers in a competitive environment?

Acquiring new customers is the most expensive part of the customer life cycle, costing up to 25 times as much as repeat business. Brand management and active and passive marketing are typically included in that initial cost of sale.

In the past, companies have considered customer experience as what happens after the initial sale. However, current thinking suggests that everything from the brand to the end of the customer relationship must be engineered to maximise customer value.

This session will look at customer acquisition strategies from some of the industry leaders.

Stream 2: Create, Capture and Measure Value

“What gets measured, gets done. What gets measured and fed back, gets done well. What gets rewarded, gets repeated,” says Kip Knight, our Day 2 keynote speaker

Measurement helps us to see what works, and how well. Applied properly, customer experience management helps us to create value for our customers by delivering a better experience. At the same time, it can help us to create and capture greater profits for our businesses.

Customer experience measurements now include not only the value we keep, but the value we create. Metrics that show the organisation from the customers’ eyes are truly enlightening.

The best practitioners find the right balance - and that’s what you’ll learn in this session: great tools, war stories from the front lines about which metrics matter, and nuggets you can use to create your own business cases.

Stream 3: Employee Experience

“Behind every great customer experience must be a great employee experience,” says Mike Wittenstein, our opening keynote speaker, Day 1.

No matter how much leaders want it, experiences don’t improve unless the experience on the front line improves. This session focuses on the systems and processes of change – and how to use them to get the best results with the willing cooperation of the workforce.

Attend this stream to learn how top brands have used experience design tools and techniques inside the enterprise to improve customer experiences, cultures and profits.

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