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EUROPEAN CUSTOMER EXPERIENCE WORLD 2012
Dates for ECEW 2012 Announced !
22nd - 23rd May 2012
Hilton Hotel, Terminal 5, Heathrow, London
For more information , click here
The Focus Group presents ECEW 2011 — the European Customer Experience World 2011 — the Premiere Event for Customer Experience Leaders.
Building on the success of ECEW 2010, The Focus Group has assembled the world’s leading customer experience experts for ECEW 2011, an interactive programme that immerses you in the most critical issues facing today’s customer experience leaders.
- You’ll learn about new, innovative best practices.
- You’ll take ideas, tools and answers back to your organisation.
- You’ll become part of the ECEW community of fellow customer experience professionals.
ECEW Community
Imagine how much further and faster your customer experience could develop with ongoing collegial support? When you come to ECEW 2011 you become part of the ECEW Community, one that provides ongoing value. The ECEW 2011 environment eases the way to conversations and discussions with other professionals, people who can be that sounding board for a new idea, who can bring fresh thinking to a problem or simply be someone who shares your challenges.
ECEW 2011 Gives You The Answers
ECEW 2011 is designed to answer all the challenges you may be facing in a manner that’s genuinely relevant to your brand. The interactive mix of group sessions, discussions and presentations with four flexible “Streams” allows you to tailor your ECEW experience to your needs.
Benefits
You’ll learn:
- The biggest challenges for retailers in the next five years and insights into how to address.
- The newest trends in customer behaviour analysis.
- Employee engagement; motivation and behaviours that work.
- Aligning the customer experience to core values and customer proposition.
- Managing the Customer experience: behaviours, expectations, and delivery - methods that drive profit.
- Expanding your core business vision and values throughout the customer experience.
- Tools and strategies that integrate the customer experience through all channels.
- Metrics for measuring ROI across and within channels.
- A clear picture of future of customer experience; what it is; what it isn’t.
- A comprehensive overview on the impact of social media on brands and customers.
- Strategies for executive buy-in that turn skeptics into believers and build long-term support.
- Best practices resulting in case studies that are real world, grounded examples of enhancing customer Experience across many channels.
- How to measure ROI over both short- and long-term
- Metrics that allow measurement of lifetime value and “cost to service”
- The latest on social media and making the right choices for your brand.
The Plenary Sessions and Streams are filled with solid, fact-based insights into customer experience. The speakers in the morning Plenary Sessions will cover the top strategic issues facing customer experience leaders today.
Even lunch is part of the opportunity to learn, discuss and network: you can choose the topic you’d like to discuss with the presenter and fellow attendees.
Read more about the discussion group topics >>
4 STREAMS
Afternoon sessions offer your choice of four Streams that cover the “how to” of customer experience with case study presentations and facilitator-led group discussions and Q&A. Choose a Stream and follow it, or jump around to create an experience suited to you and your organisation.
Stream 1: Putting Social Media into the Customer Experience: Results That Matter
The singular challenge facing business today is how, when and where to add social media to the customer experience mix. Stream 1 includes the social media landscape; multi-channel strategy; listening and interpreting; and social media scouring.
Read more about this stream on our programme >>
Stream 2: Measuring What Matters: Key Metrics
Getting buy-in for customer experience often depends on your ability to establish its value. Stream 2 includes which measurement and metrics are required; which prove ROI; how to define; and how to capture.
Read more about this stream on our programme >>
Stream 3: Catching People Doing What’s Right: Employee Engagement
How do you create a culture that recognizes the great behaviours that lead to consistently fantastic customer service? By “catching people doing what’s right”.
Read more about this stream on our programme >>
Stream 4: Turning Strategy into Action
Probably the most difficult part of customer experience work is getting it adopted within the enterprise. This track will cover techniques, tools, best practices and technologies that can move you quickly from thinking about customer experience to doing customer experience.
REGISTER YOUR PLACE NOW >>
In recognition of the current economic climate, we want everyone to attend without price constraints. Therefore we have set a pricing structure that is affordable for both the private and public sectors.
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The ECEW 2011 Customer Experience
ECEW 2011 is professional yet informal, organised yet comfortable - a program you can tailor to your needs. The ECEW structure encourages substantive conversations among colleagues, led by facilitators who keep the discussion on target and on goal. It’s a hands-on process of experiential learning that engages you in a constant exchange of ideas and insights.
Learning, Not Just Listening
ECEW 011 is not just listening but learning in a way that brings it to life by hearing from the people who lived the story. They will tell you how to move your customer experience from idea through strategy to selling it in and implementation and measurement.
WHO SHOULD ATTEND?
Executives who are, or who want to champion customer experience, such as, Members of Board, Vice President, Directors, Head and Senior Managers involved in:
- Customer Lifecycle Strategy
- Customer Experience
- Client Relationship Development
- CRM & Loyalty
- Customer Care and Service Quality
- Marketing/Sales
- Retention and Loyalty Programs
- Customer Insight and Satisfaction
HOW CAN I REGISTER?
HOW CAN I SPONSOR?
IN ASSOCIATION WITH
ORGANISED BY
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EXPERIENCE THE EXPERTS: OUR SPEAKERS
48 speakers
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At ECEW 2011, you’ll hear from the most forward-thinking authorities in the field, representing leading companies from across the globe like the Disney Institute, Starbuck’s, Virgin Holidays, Fiat, Zappos, Bank of America, Metro Bank, Cadbury’s, BT and many others.
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EVENT DATES & LOCATIONS |
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OUR SPONSORS |
19 sponsors - hover for details
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Co-Sponsored By: BT, Confirmit, Customer Innovations, Disney Institute, Itracks, Lithium International, Inc, ResponseTek, Storyminers, Sykes Global Services Ltd., Syngro, , VOVICI - More coming soon!
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SPECIAL OFFERS
ONLY FOR ECEW 2011 ATTENDEES
Last year’s ECEW attendees asked for more options to focus on real-life customer experience projects. This year, we are pleased to introduce two new offerings available only to ECEW 2011 attendees:
Disney’s Approach to People Management provides the framework for you to align your people to your experience.
Customer Experience 1:1 with Mike Wittenstein provides personalised direction and hands-on support from one of the world's leading customer experience designers for your experience design project."
Disney Institute: New for 2011
Exclusive Offer For ECEW 2011 Attendees Only
ECEW 2011 will continue on 26 May with the optional half-day Workshop, Disney’s Approach to People Management, presented by Disney Institute.
Disney’s Approach to People Management
Communicating and nurturing the culture of your organisation is vital to the successful management of your employees. From recruiting to career management, employees want to know your expectations and how you are going to support them in meeting those expectations. The Disney Workshop will help you to:
- Select employees with the skills who are the right “fit” for your organisation’s culture
- Train employees to make their best contribution and provide them with opportunities to improve their performance
- Communicate with all levels of your organisation
- Provide a supportive environment that celebrates success
Register your place now >>
Special Opportunity ONLY for ECEW 2011 Attendees
Customer Experience 1:1 with Mike Wittenstein
Mike Wittenstein opened ECEW 2010 as a keynote speaker. Now, Mike has an exclusive offering available only to ECEW 2011 attendees: Customer Experience 1:1 with Mike Wittenstein.
One of the world’s leading customer experience designers, Mike Wittenstein, CEO, Storyminers, is a catalyst who turns ideas and plans into effective and unique customer experiences.
- As your catalyst, he will get you through stagnation points (as he has helped so many other global organizations) and help you enroll the entire organization, from the mailroom to boardroom.
- As your advisor, he will help you plan how to sell in your project and how to tell the story around it.
If you’re ready to make real progress on your customer experience, Customer Experience 1:1 with Mike Wittenstein 1:1 is the fuel you need to launch your project or shift your present one to optimal delivery at any point in its development.
During Customer Experience 1:1, Mike will join your customer experience team as a working member.
- Your 1:1 with Mike starts in Q1 2011 with careful goal setting for Mike’s role on the team followed by planning, focus, and ideation session.
- The preliminary, long-distance work builds to a full day on-site in May that you can use to cross important hurdles more quickly and effectively; like reviewing experience designs and implementation plans; reviewing the competition during shop-alongs; meeting with sponsors and company leaders for support, or whatever important goal you need to meet.
1:1 with Mike continues after ECEW as well. That time can be for coaching, follow through, and tying up loose ends. Mike is always available for advice, check-ins, and as a sounding board to help you stay on track.
Sign up for 1:1 with Mike Wittenstein and make 2011 your year for Customer Experience!
Contact Maggie Wheeler now to begin your engagement with Mike Wittenstein.
THE ECEW COMMUNITY: A Professional Network
ECEW is regarded as the premiere event to attend with industry support from: SOCAP, CCMA, Customer Service Network (CSN), The WOW awards, Customer Service Training Association (CSTA), The Leadership Factor, Call Centre Helper.
We have built a strong following by communicating with Forum attendees year-round through a variety of mediums. The conversation begins at the event, and continues through both one-on-one exchanges and participation in discussions on our LinkedIn page and Twitter.
WHO IS SPEAKING?
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