Confirmit provides software that enables organisations to conduct Customer Feedback, Employee Feedback, and Market Research programmes.

Launched in 2009, Confirmit's Contact Centre solution allows businesses to deploy tailored surveys that gather customer feedback through any channel, including Web and IVR immediately after a customer uses the contact centre. Contact Centre managers can access that feedback in real time while live exception handling for significant issues builds a framework for resolution. Customised reports, delivered to key stakeholders allow a big picture approach to providing outstanding customer experiences.

Our customers are primarily Global 5000 companies and Market Research agencies worldwide, who use our wide range of products for feedback/data collection, panel management, data processing, analysis, and reporting. The 2007 merger of Confirmit and Pulse Train allowed Confirmit to evolve its product portfolio and offer a range of best-of-breed solutions.

Confirmit is the world’s leading SaaS software vendor for Customer Feedback, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Guildford, London, Moscow, New York, San Francisco, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Santiago, Sydney, and Tokyo.

Delivering EMPATHY is about the ability to understand both the emotional and physical drivers behind a customer’s needs and then react appropriately to those needs.

Harding & Yorke’s passion is to enable clients to create organisations focussed on delivering not just great, but truly differentiated customer experiences.

Our underlying philosophy is to inspire and motivate individuals and businesses to achieve excellence in a sustainable and profitable way.

We do this whilst balancing the needs of all our stakeholders, including our families, so that each will instinctively know that we are working in their best interests.

Reasons to work with Harding & Yorke
Since 1994, Harding & Yorke have been world leaders in the design and implementation of measures that capture the essence of Empathy in corporate and public sector environments.
You can be assured that you’re working with Industry Leaders with a wide range of experience of working with some of the world’s most inspiring companies and individuals and methodologies academically proven to be 98.9% reliable.

The Empathy Academy was launched in 2002 to support clients who are truly committed to improving their customers’ experiences.

Led by Nickie Hawton, The Empathy Academy team are quickly able to understand why your customers’ experiences are the way they are and to design engagements and transfer the skills you need in order to make, and sustain, significant improvements.

In 2004, The Empathy Rating Index Company (ERIC) was founded. Benchmarking over 200 companies from 12 different industries, ERIC quickly became the largest and most influential benchmark within the Contact Centre industry in the UK.

After three years, 4.5 million data points and the analysis of over 100,000 interactions, we shared our findings with Dr. Yuksel Ekinci and Professor Merlin Stone.

They were able to confirm that ERIC™ was the world’s first service metric to correlate directly with Profit (as measured by ROCE). Predictive modelling suggests a 16.4% improvement in ROCE for every 1 point increase in Harding & Yorke’s empathy scale.

Each and every initiative you launch should play a role in improving your relationship with your customers and, ideally, improve your profitability. By adopting the ERIC™ methodology you can easily identify the areas which, when addressed, will have the biggest impact on your customers, engage your people and, most importantly, monitor progress, sustainability and profitability.
Key Harding & Yorke Messages

• Direct and proven Correlation with ROCE, OPEX, Brand Equity and future Corporate Value
• Proposition appeals to highest Execs, but is practical and supportable throughout organisations
• Empathy is evidence based measurement for all offline and online channels providing clear recommendations for action
• Supported by full range of synergistic services and technology businesses
• Enables built-in measurement and proof of progress

We bring together years of practical Sales, Service and Management experience, both operationally and from a people management perspective. This ensures that we have the credentials to provide People Development and Operational Consultancy to a wide range of Organisations in the UK, Europe and Globally.

We operate on a not-for-profit basis with an extensive network of experts across the UK and internationally, working in partnership with our Clients to train, support and advise through people and performance challenges. We ensure that a tangible Return on Investment can be measured within agreed timescales.

In taking a holistic approach in all our Client partnerships we ensure that we “match” the culture of our Clients organisation and link our deliverables closely to all the areas of interaction in the business.

Our commitment is to ensure that our team deliver the high quality of Observation Consultancy and Facilitation and are perceived as highly credible.

Jez Fernandez
Client Manager, Private Sector
email: jfernandez@lsnconnections.org.uk


Gary S Creigh
Client Manager, Private Sector
email: gcreigh@lsnconnections.org.uk

Mary Gober International is at the forefront of designing and delivering the most innovative customer service training available today.

Using a dynamic psychological approach, the internationally-acclaimed
‘GOBER METHOD’™, created by Mary Gober, customer service expert, is being successfully implemented across many organisations, to provide the heightened motivation, skills and strategies required to build and sustain strong service cultures. Organisations that have implemented the Gober Method have experienced measurable improvements in customer satisfaction, employee engagement, operational effectiveness and financial results.

In 33 countries, our clients span the globe and range from multinational companies to large and small privately owned enterprises, charities and not-for-profit organisations. Clients include: Marks & Spencer plc, Thomson Reuters, West Mercia Police Authority, Accor Hotels UK & Ireland, LeasePlan UK & Ireland, London & Quadrant Housing Trust, Virgin Holidays, Peabody and many others throughout the UK and worldwide.

Power Train leads the way in delivering dynamic customer service performance programmes for frontline staff and their managers. Forget role-plays and training rooms. This is high impact and challenging. It’s relevant and insightful. Above all, it’s proven to deliver results that stick.

Its programmes have achieved across-the-board success for market leading organisations such as Aviva Health, Virgin Atlantic, Mercedes-Benz, Visa Europe, British Gas and Virgin Trains.

In difficult times, it’s essential to hold on to what you’ve got and make your customer service perform. Valuable customers need to be retained, as does the best talent. The highest standards of service drive up sales. Fewer customer complaints lead to more customer referrals. And all of this results in increased revenue, higher market share and most importantly, a healthier bottom line.

Power Train programmes rise to the challenge by combining the unique concepts of Total Reality®, ActNatural® and Emotional Impact to meet each client’s key performance indicators, for example:

• Customer Satisfaction Index scores
• Net Promoter scores
• Customer retention rates
• Call resolution rates
• Staff turnover and stability levels
• Absenteeism rates

Power Training does much more than increase knowledge and skills – it changes behaviour.

“Helping you grow your business and unlock your people potential!”

Pti can help you drive your sales, grow your business and unlock your people potential...fast!

Whether it’s consultancy expertise with a difference, a bespoke training programme, a seminar on a specific subject, one of the Pti Academies or a speaker / facilitator for your next event, all of our products & services are designed to give you, your people and your business the winning edge. At Pti Worldwide we actually believe that the best results come from genuine teamwork, mutual respect and shared values.

Our passion…growing businesses and unlocking people potential!

ResponseTek provides on-demand customer experience management (CEM) software and solutions to help companies continually improve the quality and consistency of the delivered customer experience.

ResponseTek was founded in 1999 to provide companies critical information for running their businesses – the voice of their customers. ResponseTek has subsequently become the leading global provider of Customer Experience Management (CEM) software solutions, working for some of the world’s leading brands, including HSBC, Aon Corporation, Barclays Stockbrokers, and lastminute.com.

ResponseTek:CEM has been designed to measure and report on customer experiences, capturing insights on customer experiences when and where they occur, and delivering them continuously and in real-time. The goal? To improve customer experiences, and improve your business.

Satmetrix is the co-developer of Net Promoter which is proven by leading companies to be a key loyalty metric to drive financial growth. Net Promoter has gained rapid adoption among business leaders due to its ease of adoption and transformational benefits. Satmetrix clients include Virgin Media, Aggreko, Orange Business Services, Symantec, Experian, etc.

Net Promoter is more than a score, it’s an organisational discipline that transforms your business around the customer. Whether you choose to use the Net Promoter Score (NPS) by itself or with other loyalty measures, our operational approach will allow you to evaluate the customer experience at key areas of your organisation; measure the loyalty of your customers, partners and employees; identify performance gaps, and continue to engage with your customers through online communities.

Satmetrix executives Richard Owen and Dr Laura Brooks have recently published Answering the Ultimate Question, a follow-on to Fred Reichheld’s international best-seller. The book builds on the link between Net Promoter Scores and business growth and profitability. Combined with an operational discipline to increase Promoters and reduce Detractors, Net Promoter represents a potential win-win for businesses and their customers. Drawing on illustrative case-study findings from the more than 80 companies, this book is designed to help apply Net Promoter correctly, and foster growth and profitability in any organisation.

Storyminers is Mike Wittenstein’s strategy studio where he and his team help service brands design and deploy customer experiences that create raving fans and unassailable brands. Al at an affordable cost with a keen focus on ROI.

http://www.storyminers.com

The reputation of a company, its relationship with its customers and, ultimately its performance and profitability depend on customer perceptions.  These are influenced as much - if not more - by customer care as they are by sales and marketing.  The secret of success lies in closing the gap between what companies promise and what customers feel they actually deliver.  The integration of image and brand values with operational reality is at the heart of both personal and business success.  In this session, you will learn the powerful roles that language and psycho-linguistics play in promoting better corporate communications and boosting your bottom line.

Psycho-Linguistics is at the cutting edge of corporate communication. It’s guaranteed to boost your bottom line.

When a single word is sometimes enough to make or break the reputation of a company, it is chilling to think that many staff with little innate skill and limited professional know-how are responsible for day-to-day corporate communication.

Witness Mr Gerald Ratner’s flippant remark that he sold ‘total crap’ revealed an underlying contempt for customers who spent hard earned money on second rate crystal decanters and jewellery.  (He recently revealed those two words cost the business £110 million.)  The Chairman of Barclays Bank, Mr Matt Barrett, made an equally arrogant and insensitive remark to a Government Select Committee when he said the public had to be either ‘stupid or desperate’ to use a credit card.  The bank survived, the jewellery business didn’t.    

In today’s sophisticated market, with ever increasing customer expectations and a strong compensation culture, ineptitude on this scale can be suicidal. 

Language is a powerful business tool and Psycho-Linguistics is at the cutting edge. To date it has delivered:

• 140% improvement in corporate image
• 50% reduction in repeat letters
• 49% drop in compensation payouts.

Call Centre Helper is the UK's most popular call centre magazine with over 30,000 readers. It is a free, weekly online magazine aimed at giving call centre people up-to-the-minute advice on how to make their businesses work more effectively.

Separated in to four distinct areas – call centre management; call centre technology; call centre life; and call centre jobs – the aim is to help readers navigate as swiftly as possible to the area that interests them most. To this end, there are lots of regular features, such as a Q&A column that asks people with real-life call centre experience to answer the real-life problems faced by their peers in the industry, and a monthly ‘What to look for when buying…’ series, offering guidance by industry experts on the latest must haves in the world of Call Centre technology.

So, for advice and tips on management, technology and working life, visit Call Centre Helper at www.callcentrehelper.com

Established in 1994 to promote the profession of call centre management the Call Centre Management Association (UK) is an independent, not for profit organisation for Call Centre Managers, Supervisors and Team Managers funded by membership subscriptions.

The CCMA is run on an unpaid, voluntary basis by an elected Board of call centre professionals who give up their own time to put something back into their industry and help to support others.

There are around 600 CCMA members in the UK and our mission is to contribute to the continuous professional development of call centre managers and supervisors and to assist wherever we can in sourcing high quality training courses. www.ccma.org.uk

CSN is one of the UK’s largest and most successful customer service networking organisations. We support organisations on their journey to service excellence through a range of services including; assessment, benchmarking, training, consultancy and complaints management. Through our multi-channel surveys we measure customer and employee perception, identify key areas of importance, and recommend actions that deliver real improvements by providing user-friendly interactive reports, alerts, presentations and live on-line results. CSN are all about supporting organisations with best practice solutions, advice and helping them deliver the things their customers really want.

Don Hales, Founder and Chairman of Judges for the National Customer Service Awards, formed the Customer Service Training Association in 2007 as a learning and networking forum for those with an interest in customer service training.  This has been extremely well supported and the Association runs five events a year featuring a variety of outstanding presenters with very interactive and wide ranging sessions. 

In addition to running CSTA and his consultancy/speaking business– World of Customer Service, Don is Chairman of Awards International, a company specializing in organising and promoting Award programmes, both in the UK and overseas.  Don originally formed the renowned National Customer Service Awards in 2000 and, although the programme is now owned by United Business Media, he continues to act as a consultant on the programme and chairs the final judging sessions.  The awards cover every aspect of customer service and attract huge entries from organisations, large and small, in every sector.

Customer Magazine is a UK-based, business-to-business journal for senior professionals who are committed to ensuring their businesses are customer-centric. With a circulation in excess of 10,000 key-decision makers keen to implement strategy and change to improve their customers’ experience, Customer Magazine has to stay one step ahead of the market and deliver cutting-edge case studies, influential opinion pieces, thought-leading articles and dynamic news stories to bring clarity and vision to the customer-driven market place. Add to this the consistent theme of best practice and Customer Magazine becomes an essential read for any professional serious about aligning their business to be customer-centric.

MyCustomer.com is the leading online community for CRM professionals in the UK, serving over 70,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience.
Visit us at www.mycustomer.com
 

SOCAP in Europe and Worldwide:

The place for professionals within the consumer affairs and customer service industry. The service profession now needs and deserves a worldwide member-based organisation. It was originally founded in the United States of America in 1973. SOCAP UK followed in 1986. There are now SOCAP organisations throughout the world including Australia, New Zealand, South Africa, Japan, Korea, Brazil and Canada. World-wide there are over 4,000 members looking to serve their customers and companies to the best of their ability. SOCAP works with other stakeholders – government, regulators, standards bodies and consumer advocacy organisations – to bring together the best of people and the best of practice on behalf of the companies they work for and the people they serve.

SOCAP raises the professional profile of Consumer Affairs and Customer Service as a profession while remaining focused on the individual practitioner looking to exchange ideas, expertise and opinions to ensure the future of the profession.

Stakeholder Satisfaction is the magazine for people who want their organisation to deliver results to employees, customers and any other stakeholders as part of a coherent strategy to create value for shareholders. We publish serious articles designed to inform, stimulate, debate and sometimes to provoke. 

Recent issues have included articles on topics such as customer satisfaction and loyalty, customer experience, customer lifetime value, service-profit chain, balanced scorecard, the UKCSI, consistency in service delivery and complaints management.

People focused articles have included employee engagement, employee surveys, rewarding contribution, emotional intelligence and empowerment as well as articles on wider stakeholder groups.

Free subscription available on the magazine website (UK only)
 

The Leadership Factor is the UK’s leading customer survey specialist. We conduct over 500 surveys a year to help organisations improve their customers’ experience, satisfaction and loyalty. Clients from all sectors including VW, Visa, Rolls Royce, Manchester United and more.

Convergys is a global leader in relationship management, delivering greater value on customer interactions to leading companies in more than 70 countries.

Convergys offers a unique combination of intelligent notification, decisioning systems and messaging services, as well as IVR, call centre and live agent solutions. By leveraging the power of intelligent interactions, Convergys can help you provide its customers’ customers with interactions that are personalised, optimised, and secure.
These solutions enable clients across many different industries to innovate around services, optimise the customer experience, minimise costs and drive revenues.

Further information is available at: www.convergys.com

Inspiring people … to stimulate results

Grass Roots is the UK’s leading performance improvement company delivering solutions that influence the attitude and behaviours of your employees, customers and channel partners. Our expertise focuses on four core disciplines – Communication, Education, Measurement and Reward.

We have proven learning solutions to meet our client’s objectives – examples of which are as follows:

Improving employee recruitment, engagement and retention

• Motivating staff to deliver discretionary effort
• Achieving or maintaining Sunday Times Best 100 status
• Differentiating the customer experience through people
• Enhancing customer satisfaction, loyalty and retention
• Achieving consistent sales and service performance
• Embedding business practices and processes
   

Mulberry Consulting helps organisations to build the clarity and confidence they need to execute customer centred change and to achieve superior business results. We are a specialist customer experience consultancy offering a full range of tools and techniques including customer journey mapping, customer based measures, capability building and coaching and development. Our approach to customer journey mapping (Ci Map) was recently cited by Forrester Research as an example of global best practice.

With offices in London, New York and Toronto, we have worked with some of the largest companies in sectors such as financial services, publishing, telecoms and travel and tourism, both in the UK and across the globe. We also have a strong track record in the public sector and not for profit sectors. We regularly publish white papers on topical industry issues and our monthly newsletter and practitioner conference calls are a great way of keeping in touch with current thinking in customer experience.

Vovici helps companies like Oracle, Epson, Financial Times, Honda, and Coca-Cola engage their customers and increase customer loyalty through innovative Voice of the Customer technology solutions. Our survey, panel management, and community solutions help organizations turn feedback into action by integrating customer and employee opinions into a company’s strategic direction so that it can innovate and deliver the solutions that are in demand. Organizations worldwide, including more than half of the Global 500, rely on Vovici for Enterprise Feedback Management. Visit www.vovici.com for more information.

Douglas Jackson are an independent, specialist recruitment consultancy and search firm, employing experienced and successful consultants to work exclusively within the executive and skilled contact centre, call centre, customer experience, resource planning and customer services market.

In a constantly changing, ever demanding market place, where successful talent acquisition is key to securing profitability, business and strategic success, we offer a professional, personal and honest service, working as a truly consultative partner.

Our Consultants are autonomous, empowered individuals, whose reputations are established within the recruitment market and have the professional ethics, knowledge and industry awareness to deliver the service levels that both clients and candidates require and have the right to expect. We believe this gives us a first class and extensive networking forum within this fast paced and constantly evolving market place and assists us to maintain the highest levels of confidentiality and integrity about our work.

We will deliver a tailored and truly consultative approach to both our clients and candidates. We identify, attract and recruit, Directors, Heads of Department and Managers, for contact centre, customer experience, resource planning, customer service and call centre operations across front and back office, sales and service, collections, operational planning, MI, Dialler and Analyst positions.

Being independent, gives us the freedom and flexibility to commit sufficient resource and time to each individual campaign, whether it be search and selection, managed agency, contingency delivery or other consultancy services.

Please contact us for specific information on any aspect of our service, alternatively visit us at: www.douglas-jackson.com.

At Therapy Solutions we believe that people are a company’s most valuable asset. Their performance, motivation and wellbeing are vital to its success and are therefore core of our philosophy.

Our exclusive seated massage designed to energise and invigorate employees while counteracting the effects of workstation strain has been developed specifically to improve performance and reduce sickness absence.

Having Therapy Solutions involved in your staff care programmes will reduce stress and muscular skeletal disorders and promote wellbeing, boosting performance and reducing absenteeism.

Why not try it for yourself? A complimentary massage is available for every delegate at the show, please visit our stand or contact us in advance to book a convenient time.

We are also offering a limited number of free, no obligation trials at delegate’s premises and a free prize draw to win a therapist for the day at your site.

If you want to find out why Therapy Solutions are already working with organisations such as Orange, British Gas, Carlsberg, Admiral Insurance, Allianz, and Capita (criminal records bureau) please visit our stand.