Long gone are the days of talking at customers, occasionally listening to them, and occasionally acting on their feedback.
Navigating the perfect storm has never been tougher, nor have the opportunities been greater: welcome to the brave new world of Customer Experience with new consumers, new channels, new challenges.
Today, the customer is bigger than the company. In other words, great customer experience is an enterprise-wide endeavour that brings together and involves every part of the business in the delivery of a seamless and consistent experience.
It's an experience with new and multiple contact points, operating constantly, concurrently, and cumulatively. Is this the nightmare scenario, an opportunity for leadership, or both?
In 2013, European Customer Experience World (ECEW) will be exploring how to deliver great Customer Experiences in this brave new world.
ECEW 2013 will explore delivery of the end-to-end holistic experience; a process that begins with the definition of the brand "promise", the identification of the customer journey and the customer contact points and then through to the continuous cycle of delivery and then measurement of the effectiveness of your Customer Experience strategy.
ECEW is renowned for providing delegates with relevant, practical information and advice that will enable you to grow your business. The sessions will include topics such as:
- What exactly is the role of Social Media? What to do? Observe, monitor, pilot or embrace and jump right in?
- What does it mean to be Customer Centric? Can you be too customer centric? What works and what doesn't work?
- How to sell customer centricity internally? Who gets it, who doesn't, and why?
- How to carry out a Customer Service Makeover
- The role of 'Big Data' in identifying customer opportunities; hype, novelty, impossible dream or the oxygen for future success?
- How to engage your employees and provide leadership in tough economic times
- How to measure - and improve - current performance; making sense of metrics, and driving connections to the financial bottom line
The experience economy requires that we all take on the responsibility for customer experience since we are all ambassadors of our brands. Customer experience is an enterprise-wide endeavour that starts with all of us.
If you want your customers to stay with you longer, to buy more from you and to tell their friends, and be your biggest fans, this is the event for you!
Whether you are a brand leader or influencer, executive head of marketing, operations or client service or CEO, you will find value in not only attending the conference sessions but also engaging and networking with your industry peers and like minded individuals that like you, not only want to challenge the status quo but also want to know how to do so successfully!
"A very engaging and informative two days...exactly what I was looking for"
Head of Operational Support, Legal & General
All in all very interesting, very relevant and a great event. Feels good to be part of a Customer Experience Community and learn from each other. Very inspiring, very motivational
Senior Manager Customer Experience , Philips Healthcare
Excellent two days, hugely beneficial. Will recommend and attend again !
Head of Sales and Service, Legal & General
Have found the event to be insightful and beneficial to the future plans for our organisation...a great event, thank you.
Head of Customer Welfare, CPP Group plc
I found it a hugely enjoyable and valuable two days with a good variety of engaging speakers and practical ideas
Service Excellence Manager , NCFE
I found the event really, really relevant...the event was great - really enjoyed it
Strategic Relationships Manager, Teleperformance
It's been fantastic...I've got an awful lot of it, and I'm going back to work with loads of new ideas
Customer Experience Manager, CPP Ltd