The Focus Group

The Customer Experience Professionals Association (CXPA) is a global non-profit organization dedicated to the advancement of customer experience management practices. Our members are individuals who develop, manage, optimize, and envision how organizations interact with their customers. The survey aims to identify the state of Customer Experience Management in Europe in 2012.

This survey only takes around 10 minutes to complete. The results of the survey will be revealed during ECEW 2012 and all delegates will receive a report summarising its findings.

Start the CXPA Survey

Anyone who recognises the impact of Customer Experience (CE) on their organisation. Attendees at our events are drawn from a mix of the public (i.e. State funded) / private / not-for-profit sectors, and range in job title from CEO downwards. Delegates find there is value-add to several members of the same organisation attending, as CE as a driver for change impacts across departments and roles. Areas of the organisation that cover any of the following would benefit from attending:

• 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

• Speaker mix of representatives from corporations, consultancy and academia;
• Stream sessions in the afternoons of both days let you select those presentations aligned to your organisation's needs;
• Learn achievable and measurable techniques to improve CE within your organisation;
• Ask industry experts your questions relating to CE;
• Understand the business drivers behind CE; why it affects the bottom-line of your balance sheet and can result in 20-to-1 ROI;
• Workshop activities as well as content presentation to involve you in active participation.

ECEW attracts significant numbers of delegates who return each year – video feedback from the last event can be found at the foot of the homepage, and the event has grown year-on-year in delegate numbers since it began. It is now recognised as the premier event for Customer Experience in Europe.

Customer Experience is changing businesses and brands. Companies like Starbucks or Zappos (which grew from nothing to a $1bn company in ten years) have created billion-dollar enterprises by focussing on CE.

As the voice of the customer is increasingly heard in Social Media, the Customer Experience your organisation gives them is able to make - or break - your company. ECEW 2012 provides real-life case studies from some of the largest brands in Europe; expert advice which enables you to learn from the lessons of others. Find out what works, what doesn't, and how to improve the experience of your customers, turning them into advocates for your organisation and growing your business as a result.

Mike Wittenstein is an acknowledged Customer Experience guru who has given consultancy to global brands such as Apple, IBM and McDonald's.

As an optional component for ECEW delegates, he will be running a workshop on the 24th May. Entitled "StoryMining - the art of designing experiences your customers - and your shareholders - will rave about", Mike will show you how blend the ideas you’re already pursuing with what you learnt at ECEW into a story that wins support from the home office, engages colleages, delights customers, and can be delivered profitably.

Participants will be contacted by Mike directly before the workshop to produce 'homework' that can be brought to the workshop for evaluation.

His advice will help you make a business case for Customer Experience to your organisation - or assist in on-going work to point out improvements or suggest strategies.

Mike's input has been instrumental in helping major brands improve their Customer Experience. This unique opportunity to gain his involved assistance will help you use the lessons taken from ECEW, combined with your existing thoughts and actions, to re-vitalise your organisation's commitment to Customer Experience in 2012.

The workshop is priced at £325 + VAT. If you are interested in attending with other members of your organisation who may be unable to attend ECEW, this can be arranged - please contact us via this website to discuss.

Simply use the booking code AEECEW2 on the Emirates website to receive your 10% discount. Ticket validity from the 17th May - 28th May 2012.

Dubai-based Emirates Airline is one of the fastest growing airlines in the world, and has received more than 400 international awards for excellence. Emirates currently fly to 110 destinations in 66 countries on all 6 continents. Passengers experience Emirates award-winning service both in the air and on ground such as our ICE on board entertainment program, Private Suites in First Class and complimentary limousine transfer for all First- and Business class passengers in more than 40 destinations.

The airline reported a net profit of USD$964 million for the last fiscal year. Emirates operates 157 wide-body Airbus and Boeing aircraft, and has orders for an additional 250 aircraft, worth more than USD$68 billion. In this financial year alone, Emirates started flights to Geneva, Copenhagen, St. Petersburg and Baghdad and will start flying to Rio de Janeiro ,Buenos Aires, Dublin, Lusaka, Harare, Dallas and Seattle by 1st March 2012.

For more information please visitwww.emirates.com.

Networking with other delegates and speakers is always a big part of our conferences; for many, ECEW is an opportunity to catch up with those who you haven’t seen since the last event, as well as to make new contacts and meet the Focus Group team.

Every year, the dinner and entertainment after the first day is a great time to meet others, talk about the day you’ve just had, and hopefully unwind and relax. This year, we’re proud to announce that we’ve secured some top-rate entertainment for after the meal – Ole. Best described as a collision of the Gypsy Kings with the Three Amigos, this talented trio deliver laughs, spectacle, and outstanding musicianship. They’ve played the Royal Albert Hall, la Cigalle in Paris, the Tipi in Berlin – and now, the new Hilton Hotel at Terminal 5 !

We hope you will attend the three course dinner and be entertained with us by Ole: the price of £65 includes VAT, and if you have already booked your ticket for the event but would like to add the dinner on, please contact us on +44 (0) 1993 844 466 and we can arrange this.

The Focus Group are delighted to announce that Oracle, one of the leading IT companies in the world for the last three decades, are the Premier Sponsors of this year’s European Customer Experience World event, taking place in London this May. Oracle’s portfolio of products, including RightNow CX Cloud Service are used to create multi-channel initiatives across the web, social, and contact centres that deliver increased customer satisfaction.

Maggie Wheeler, Director of the Focus Group, said: “Having such a recognised brand as Oracle as Premier Sponsor enforces the message that ECEW is the key event for Customer Experience taking place in Europe. Oracle’s product offerings in the field of Customer Experience have direct relevance to our audience, with IT being a key component of Customer Experience management.”

“By gathering together the leading experts in Customer Experience to speak and attend at ECEW, we offer our sponsors the ability to meet face-to-face with the movers and shakers in the CE arena. I look forward to our association with this flagship brand, whose support of ECEW is much appreciated, and am sure that they, like previous sponsors, will benefit from their relationship with the Focus Group”