{"id":1997,"date":"2016-04-26T14:45:42","date_gmt":"2016-04-26T14:45:42","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?page_id=1997"},"modified":"2024-03-08T10:43:30","modified_gmt":"2024-03-08T10:43:30","slug":"past-events","status":"publish","type":"page","link":"https:\/\/www.customerservicemanager.com\/past-events\/","title":{"rendered":"Past Events"},"content":{"rendered":"

Please note these events have taken place and are no longer open for attendance. To submit your event please contact us.<\/p>\n

KIOSK EUROPE EXPO 2010
\n15th-17th June 2010 Messe Essen, Germany<\/p>\n

KIOSK EUROPE EXPO 2010 is the only truly Pan-European trade show in Europe to exclusively offer information and advice on self-service technology – essential knowledge to anyone responsible for a smooth, efficient and affordable customer service. You really need to understand the technologies behind today’s self-service solutions if you want to realise the full potential they have to offer.<\/p>\n

EVENT CLOSED<\/p>\n

2nd Annual Customer Experience and Service Innovation
\n2-3 Aug 2010 , Singapore<\/p>\n

Bridging the gap between you and the customer, crafting a personal connection to form a mutual understanding amongst each other.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Asia 2010<\/p>\n

Customer Experience Asia 2010
\n14-15th September 2010, Kuala Lumpur, Malaysia<\/p>\n

Customer Experience Asia 2010 will showcase best practices in customer experience and relationship management from different industries and explore key issues in CRM such as customer experience management, marketing campaigns, latest technologies, integration of channels and overcoming resistance to adopting CRM solutions.<\/p>\n

Confirmed speakers include:<\/p>\n

Karen Ganschow, Executive Director of Relationship Marketing, Telstra
\nTimothy Tan, Regional Director of Sales, Mandarin Orienta,
\nSalisa Hanpanich, Executive Vice President, Customer Segmentation \/ Corporate Marketing Group, Bank of Ayudhya Public Company Limited
\nStuart Rowley, Chief Executive Office, Prince Court Medical Centre
\nFendi Liem, Vice President – Customer Management Division and Information Technology, Aora TV<\/p>\n

Subscribers of CSM enjoy 10% discount. To enjoy this discount please email rani.kuppusamy@iqpc.com.sg<\/p>\n

EVENT CLOSED<\/p>\n

2nd Annual Customer Loyalty Asia Programme & CRM Summit<\/p>\n

2nd Annual Customer Loyalty Asia Programme & CRM Summit 2010
\n15-16 September 2010, The Langham, Yangtze Boutique, 740 Han Kou Road, Shanghai, CHINA.<\/p>\n

Carefully researched and organized by Neoedge Singapore, will provide all international and local companies an in-time and efficient platform of learning, networking and partnership building for your corporate advantage in the increasingly vibrant and fierce market.<\/p>\n

EVENT CLOSED<\/p>\n

5th Annual Customer Experience and Management & Retention
\nSeptember 15-17th, 2010, San Francisco, CA, USA<\/p>\n

More than 18 leading experts in Talent Management, Leadership and Organizational Development will focus on driving and retaining high performing talent in order to grow employees in both performance and productivity.<\/p>\n

Learn how to change your operations and manage your customers based on findings of what the CUSTOMER wants. This premiere conference will provide you with new insights on what the customer is looking for in order to drive them in, creating revenue for your business!<\/p>\n

Key Features of the Conference:<\/p>\n

Drive talent and leadership planning programs in the current economy
\nIncrease employee loyalty and retention programs though an enhanced retention strategy
\nUse competency development to prioritize engagement and achieve results
\nHarness a culture of individual development and performance accountability
\nMaximize usage of new media in brand communications to talent and leadership planning<\/p>\n

Featuring Case Studies from Leading Experts Including:<\/p>\n

Brad Nichols, Thomson Reuters
\nIngrid Lindberg, CIGNA
\nBrad Smith, Yahoo
\nAmanda Sachs, Microsoft Corporation
\nKelly Harper, BMO<\/p>\n

marcus evans invites SVP\u2019s, VP\u2019s, Directors and Senior Managers in:<\/p>\n

Customer Experience
\nCustomer Care\/Contact Center
\nCustomer Satisfaction
\nCustomer Insights
\nCustomer Research
\nLoyalty\/Retention
\nCRM
\nCustomer Engagement
\nBrand Communications<\/p>\n

EVENT CLOSED<\/p>\n

Call Centre & Customer Management Expo
\n21-22 September 2010-07-15 NEC Birmingham. United Kingdom<\/p>\n

Call Centre & Customer Management Expo is Europe’s no.1 exhibition and conference for customer contact and customer management solutions. It
\nbrings together leading suppliers and visitors under one roof, offering a blend of integrated customer solutions, cutting-edge education
\nofferings and unique networking opportunities.<\/p>\n

Co-locating once again with the Call Centre Focus Conference, this year’s event is all about showcasing excellence and achieving
\nunparalleled results. Be it through superior customer service; a highly motivated and passionate workforce, sophisticated systems or seamless
\nprocesses, no matter what your business objectives Call Centre & Customer Management Expo is the only event that brings all the latest
\ntools and strategies that a company needs.<\/p>\n

Offering a blend of integrated customer products and services, cutting-edge education programmes and unique networking opportunities,
\nregister now and discover an array of solutions to enhance your success.<\/p>\n

For more information and to register please visit:<\/p>\n

EVENT CLOSED<\/p>\n

European Call Centre Awards<\/p>\n

The European Call Centre Awards has been recognising and rewarding the best and most successful organisations in the contact centre industry
\nfor the past 14 years. The Awards are run in association with the market leading contact centre monthly magazine, Call Centre Focus and is the
\nsister event to Europe’s number one exhibition for call centre and contact centre professionals, Call Centre & Customer Management Expo,
\nwhich runs at the NEC on the two days surrounding the Awards night.<\/p>\n

Now in its 15th year, the ECCA has become a firmly established annual event, rewarding the individuals and companies that have made a real
\nimpact on the industry over the previous 12 months.<\/p>\n

20 Awards will be distributed on the night, recognising the quality performances of key individuals as well as the high levels of customer
\nservice, productivity and efficiency of the leading companies.<\/p>\n

For more information please visit:<\/p>\n

EVENT CLOSED<\/p>\n

Customer World
\nOctober 25-27, 2010, Walt Disney World Swan & Dolphin Resort, Orlando, FL, USA<\/p>\n

IIR presents CUSTOMER WORLD, the co-location of three unique customer-centric events under one roof. Where the Voice of Your Industry comes together to champion and celebrate CUSTOMERS 1ST.<\/p>\n

1. NACCM: The North American Conference on Customer Management is an industry favorite. This flagship event attracts top customer-centric leaders in North America to share new and best practices for strengthening customer relationships. Content areas include customer-centric social media strategies, loyalty, customer experience, innovation, culture, engagement, leadership and more.<\/p>\n

2. Linkage Strategies is the ONLY conference that measures the impact of customer strategy investments on the business’ bottom line. So much feedback is gathered from customers, yet due to lack of integration, it remains unused. So much money is spent on the customer experience, yet few companies can actually measure each element and “link” customer
\ninitiatives such as satisfaction and loyalty to financial gains. This conference takes that crucial step forward and shows attendees how to manage, measure, link and act on customer data.<\/p>\n

3. Customer UNinterrupted focuses on the operational side of customer management featuring next-generation strategies for owning the customer experience across all channels. It dives deep into identifying the balance between cost containment and greater customer connectivity across all customer touchpoints. Conversations build on ideas for customer experience systems integration, self-service technologies, contact center efficiencies and leadership strategies for making it happen. You’ll learn how to stay connected to your customers in the most proficient and relevant way.<\/p>\n

EVENT CLOSED<\/p>\n

Call Center for Financial Services
\nNovember 15 – 17, 2010, Renaissance Dallas Hotel, Texas, USA
\nDeveloping tools and techniques to elevate financial services call centers to the next level<\/p>\n

IQPC\u2019s Call Center Summit for Financial Services is targeted at financial services delegates only and is about delivering a great customer experience to your clients while meeting and exceeding your business objectives.<\/p>\n

EVENT CLOSED<\/p>\n

The National Customer Service Awards celebrate the effort and impact of excellent customer service on the customer and business. 7th December 2010, London, UK<\/p>\n

THE NATIONAL CUSTOMER SERVICE AWARDS 2010
\n7th December 2010, The Grosvenor Hotel, London, UK<\/p>\n

The National Customer Service Awards Returns! Who are the heroes in your organisation?<\/p>\n

The National Customer Service Awards celebrate the effort and impact of excellent customer service on the customer and business.<\/p>\n

Launched in 1999 the Awards promote excellence, best practice and innovation in customer service while highlighting its importance in today\u2019s business climate. The range of awards categories recognise the most important customer service activities and are open to entries from a broad spectrum of organisations, from the private and public sector.<\/p>\n

Any customer service professional can enter The National Customer Service Awards. And with this high profile programme a firm fixture in the UK business calendar, it’s a great platform to get your efforts recognised.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management in Telecoms
\n24-27th January 2011, Le Meridien, Piccadilly, London<\/p>\n

Are you struggling to differentiate your CEM strategy?<\/p>\n

If so, find out how your peers and competitors are doing it at the first telecoms specific Customer Experience Management Conference. At a time when every customer is key to maintaining your market share, learn how to develop, justify and leverage a differentiated customer experience management strategy to maximise your revenue.<\/p>\n

Hear exclusive insights from 16 Operator Case Studies led by:<\/p>\n

Peter Crayfourd, Orange FT Group
\nLee Mostari, Everything Everywhere
\nLars Diener-Kimmich, Swisscom Corporate Business
\nSteffen Weihrauch, Deutsche Telekom
\nJos\u00e9 Manuel P\u00e9rez Prado, Telef\u00f3nica Spain
\nGraham Webster, Telef\u00f3nica Europe & Telef\u00f3nica SA<\/p>\n

PLUS: Don\u2019t miss the pre-conference workshop led by Orange FT Group on how to develop an end-to-end CEM strategy.<\/p>\n

CSM subscribers receive 10% discount. To take advantage of this special rate email debbie.young@iqpc.co.uk and quote priority code IGC_CSM_Web<\/p>\n

EVENT CLOSED<\/p>\n

2nd Annual Utility Customer Experience Management Conference
\n25-26 Jan 2011, New Orleans, LA, USA<\/p>\n

Hear from more than 12 leading experts in Customer Experience Management at the marcus evans 2nd Annual Utility Customer Experience Management Conference.<\/p>\n

Key Speakers Include:<\/p>\n

– Calvin Butler, Senior Vice President, Human Resources at Exelon Corporation
\n– Barbara Porter, Vice President, Business Development at Nicor National
\n– Cheryl Bruner, Director, Customer Service & Marketing, E.ON U.S.
\n– Michelle Mattson, Director, Customer Experience at WE Energies
\n– Vern Gebhart, Vice President, Energy Delivery at Alliant Energy<\/p>\n

Attending this Premier marcus evans Conference will Enable You to:<\/p>\n

– Monitor and analyze the customer experience with WE Energies
\n– Develop strategies for building and maintaining customer relationships to achieve customer loyalty with Nicor National
\n– Cope with collection accounts in a down economy with Ameren US
\n– Improve the meter to case cycle through updated technology and options with LCEC<\/p>\n

marcus evans invites Vice Presidents, Directors and Managers in Electric, Gas and Water companies with responsibilities in:<\/p>\n

– Customer Service\/Experience
\n– Customer Care (Contact) Centers
\n– Payments\/Credit and Collections
\n– Revenue Assurance
\n– Customer Communications\/Outreach<\/p>\n

EVENT CLOSED<\/p>\n

Free Online Event: Social Media for Customer Management Summit 2011<\/p>\n

Unlocking CRM Opportunities from Your Social Media Strategy<\/p>\n

Customer Management IQ presents the Social Media for Customer Management Summit 2011, a free online event designed to give you the expert\u2019s edge in social CRM implementation. This event is comprised of 16 online sessions that will run two days a week from April 12 through May 5.<\/p>\n

Presentation topics include (but are not limited to):<\/p>\n

\u2022 Defining benchmarks for evaluating social CRM strategy.
\n\u2022 Optimizing ROI from social media.
\n\u2022 Using social CRM culture to recruit employees.
\n\u2022 Recovering from bad press and social media horror stories.
\n\u2022 Preparing for the future of social media.
\n\u2022 Analyzing how much of your budget should be dedicated to social CRM.<\/p>\n

Social media is here to stay, and no CRM strategy will be effective if it does not recognize that reality. But, knowing social media\u2019s necessity and being able to make the organizational and cultural changes needed to capitalize on its opportunities are very different things. These interactive sessions will expose you to the knowledge and tools needed to maximize your social CRM benefits.<\/p>\n

EVENT CLOSED<\/p>\n

KIOSK EUROPE EXPO 2011
\n24th-26th May 2011 Messe Essen, Germany<\/p>\n

KIOSK EUROPE EXPO 2011 is the only truly Pan-European trade show in
\nEurope to exclusively offer information and advice on self-service
\ntechnology – essential knowledge to anyone responsible for a smooth,
\nefficient and affordable customer service. You really need to
\nunderstand the technologies behind today’s self-service solutions if
\nyou want to realise the full potential they have to offer.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience and Retention Event<\/p>\n

6th Customer Experience and Retention
\nMay 24-25, 2011, Boston, MA
\nddrey@marcusevansch.com or 312-540-3000 Ext. 6583<\/p>\n

By attending this highly successful 6th Annual event you will gain insight from industry leaders in customer experience and discuss these myriad challenges. By investigating the various strategies and programs for Customer Experience & Retention, attendees will leave the conference with a much stronger understanding of the hidden value of keeping customers happy and how to utilize frameworks, process, infrastructure and culture to better manage customer satisfaction and seize opportunity.<\/p>\n

EVENT CLOSED<\/p>\n

IQPC’s CEM for Utilities Conference
\nMay 24-25, 2011, Royal Palm Hotel, Miami, FL<\/p>\n

View the event brochure<\/p>\n

IQPC will be bringing together the top Customer Service executives of our nation’s utility companies, with smart grid experts, software developers, IT professionals, and in-house counsel to discuss the latest challenges in developing CRM systems for utilities. Topics will include smart grid implementation and conservation programs, consumer motivation, demand response, corporate culture.<\/p>\n

Session topics will include:<\/p>\n

Why CEM Should Matter to Your Executive Management<\/p>\n

Imagining the Future Utility Customer Relationship<\/p>\n

Motivating Consumer Efficiency<\/p>\n

Attendees will learn how to maximize their CEM programs to ensure a more customer-centric approach to improving customer service within the utilities industry.<\/p>\n

Customer Service Manager contacts can receive 20% off the standard all access price. To receive your discount, mention the code CSMM3 when calling 1-212-885-2738.<\/p>\n

EVENT CLOSED<\/p>\n

Prepaid Cards and Mobile Payments 2011 Conference
\nJune 20-22,2011, Denver CO<\/p>\n

Taking PrePaid Cards and Mobile Payments To The Next Level Of Innovation And Profitability<\/p>\n

A number of organizations are faced with demanding challenges in correlation to adapting to the continuous change within the world of prepaid cards. Significant developments concerning changes in regulations, new methodologies, and innovative technology has caused these very same companies to rethink their strategy and approach. As a prepaid leader, how do you effectively capitalize on these dynamic shifts in a familiar industry in order to take it to the next level?<\/p>\n

The 5th Prepaid Cards and Mobile Payments conference will have a dual focus on prepaid cards and an exclusive co-located mobile payment day with the mobile commerce event to help you reach the next level. Book your seat today!<\/p>\n

New Session topics will include:<\/p>\n

The Next Level In Prepaid Cards: Integrating Card Benefits Into E-Commerce and Mobile Platforms<\/p>\n

Staying Ahead Of The Game: Understanding Prepaid Regulatory & Compliance Trends To Advance Prepaid Card Strategy And Development<\/p>\n

Maximizing The Value of Prepaid Cards Through Integrated Merchandising<\/p>\n

What\u2019s Next In Payments? Insight Into Driving Payment Innovation Through Mobile<\/p>\n

EVENT CLOSED<\/p>\n

2nd Mobile Commerce Conference
\nJune 20-22,2011, Denver CO<\/p>\n

The 2nd Mobile Commerce conference will showcase mobile commerce design and strategy, and will also incorporate dedicated discussions on mobile payments to help you stand out among the competition! Because the mobile technology market is rapidly growing, corporations need to offer these mobile services in order to remain competitive in this recovering economic landscape. This conference will showcase expert speakers who have found innovative \u201con the go\u201d approaches and tools to stand out from the competition.<\/p>\n

Speakers you cannot afford to miss:<\/p>\n

Amit Shah, Director of Online Marketing, Mobile, and Social Media 1800flowers.com<\/p>\n

John Kohler, Director of Hardware Marketing, Sony Computer Entertainment America, Playstation<\/p>\n

Chad Summervill, Worldwide Corporate Marketing, Hewlett Packard (HP)<\/p>\n

Bill Quinn, Senior Vice President of Merchandising, 24 Hour Fitness<\/p>\n

Thomas Poole, Managing Vice President for Mobile and Emerging Channels, Capital One<\/p>\n

Karen Webster, President, PYMNTS.com<\/p>\n

EVENT CLOSED<\/p>\n

Call Center Success Summit
\nFREE online summit, June 21 -June 30, 2011<\/p>\n

Customer Management IQ is proud to present Call Center Success Summit, a FREE online summit where we invite you to join our faculty of industry-leaders in readying your call center strategy to achieve profitable customer interactions across multiple channels!<\/p>\n

This 100% free, 100% online program begins on June 21 and concludes on June 30. If you can’t attend during the scheduled times, don’t worry-it
\nwill also be available on-demand, at no extra cost, assuring you have no excuse for missing out on this free, unprecedented opportunity for
\ntaking your call center strategy to the next level!<\/p>\n

Presentation topics include (but are not limited to):<\/p>\n

Unlocking Revenue and CRM Benefits from Your Contact Center<\/p>\n

Opportunities Outside the Box – Capitalizing on Alternatives to the Traditional Contact Center<\/p>\n

Aligning Contact Center Operations with Customer Demands<\/p>\n

Leading Your Agents to Success in the Multi-Channel Contact Center<\/p>\n

When Outsourcing Calls – Are External Contact Centers Still Your Best Bet For Efficiency?<\/p>\n

The Call Center Success Summit puts contact center trends, best practices and strategies under a microscope that determines whether they can truly deliver customer loyalty and market share benefits AND whether they are the most efficient means of doing so.<\/p>\n

Can you really afford not to know what really spurs contact center success in an era of increased competition and increased audience
\ndemands?<\/p>\n

We look forward to seeing you online!<\/p>\n

EVENT CLOSED<\/p>\n

The 2nd Mobile Payment China 2011 to be held this July in Shanghai
\nJuly 12-13 in Shanghai, China<\/p>\n

Paving the way for the development of mobile payment industry<\/p>\n

The 2nd Mobile Payment China 2011 will be held on July 12-13 in Shanghai, China. With the exclusive information and high-level delegates, the summit will definitely make a great difference in paving the way for the burgeoning mobile payment industry.<\/p>\n

The 1st Mobile Payment China 2010 was a great success and attracted 120 delegates from mobile payment industry, 10% from mobile network operators, 9% from financial institutions, 12% from third-part payment providers, 18% from chip & card producers, 20% from solution providers and 8% from both software suppliers and services providers.<\/p>\n

Against the backdrop of the fast-developing mobile payment industry in China, this year the event will again convene 150+ industry practitioners from global payment fraternities including policy-makers, mobile network operators, banks, third-part payment companies, solution providers, chip & handset manufacturers, software suppliers and advisors, etc.<\/p>\n

The event is dedicated to establishing a dynamic platform for knowledge sharing, networking and collaboration. Embracing the two main subjects – User Experience and Cooperation for Mutual Benefit, the conference will be delivering the in-depth insights into the spotlight in terms of how to maximize the market recognition to pave the way for further development.<\/p>\n

EVENT CLOSED<\/p>\n

2nd Social Media for Customer Management Online Summit<\/p>\n

2nd Social Media for Customer Management Online Summit
\nJuly 18-August 10 – FREE Online event<\/p>\n

Optimizing social media integration for customer management.<\/p>\n

Due to the runaway success of our first Social Media for Customer Management Summit, CMIQ is proud to present the second installment of
\nSocial CRM Online.<\/p>\n

And with an exciting speaker faculty including social media end user experts from Verizon, Wells Fargo, Thomson Reuters, Time Warner Cable and Cisco, this exclusive online event is set to help translate the myths of social media into tangible benefits, and optimize your organization’s cutting edge social CRM strategy. Be sure to register now for the industry’s premiere and free online event!<\/p>\n

Event overview: At our maiden event, we heard from leaders at cutting edge organizations such as Kodak, McDonald’s, AT&T, Southwest
\nAirlines, Novell and SEGA. Speakers captivated audiences by addressing the real consequences and true benefits of Social CRM’s impact on traditional customer management strategies.<\/p>\n

And with active participation between speakers and our live audience, there was certainly no shortage of dialogue concerning the fall of traditional call center formats, in favor of social CRM.<\/p>\n

Enter the 2nd Social Media for Customer Management Summit as your opportunity to build on the success of customer-centric social media strategy.<\/p>\n

This 100% free and 100% online event begins July 18th and runs through August 10th.<\/p>\n

EVENT CLOSED<\/p>\n

2nd Pricing Strategy and Revenue Optimization Summit
\nJuly 25 – 27, 2011, Chicago, IL<\/p>\n

Leveraging Dynamic Pricing Methodologies and Technologies to Elevate Pricing to the Next Level<\/p>\n

IQPC\u2019s 2nd Pricing Strategy and Revenue Optimization Summit in Chicago will provide takeaways from best-in-class companies to achieve the highest sustainable prices for the entire portfolio of products across all market segments and channels to rise above the competition.<\/p>\n

The cross-industry speaker faculty of the 1st Pricing Strategy and Revenue Optimization Summit in Miami included the success stories of companies such as: Henry Schein Inc, DuPont, Biogenerics Inc, Johnson Controls Inc, Bayview Financial LP, Safeway, Aristocrat, Crown Bolt LLC, International Hotel Group, and many more. The 2nd Pricing Strategy and Revenue Optimization Summit in Chicago will expand upon the initial industry variety present by showcasing an even wider array of Strategic Pricing and Revenue Management experts that have made significant strides in particular within the B2B pricing space.<\/p>\n

EVENT CLOSED<\/p>\n

Contact Centre Operations<\/p>\n

26-28 July 2011, Venue: Kuala Lumpur, Malaysia<\/p>\n

Highlights:<\/p>\n

Adapting your contact centre’s structure and workforce management for greater efficiencies and cost savings, recruiting and retaining star performers by offering more enticing, non-monetary incentives.<\/p>\n

Objective:<\/p>\n

To unearth the winning formula to exceed expectations and demands of ever higher service standards, while addressing the challenges to continuously improve customer experience & call quality, effectively using customer intelligence and managing the evolving workforce demographics.<\/p>\n

The event will play host to distinguished international and local speakers across the South-East Asia region. All of whom are from a wide range of industries such as McDonalds Malaysia, American Express, Air Asia, True Touch Co. Ltd Thailand and others.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management in Telecoms Virtual Summit
\nAugust 9th – August 25th, 2011<\/p>\n

Customer Experience Management in TelecomsHow can you revolutionise your customer experience strategy and minimise customer churn?<\/p>\n

The telecoms market is evolving rapidly and you need to tailor your customer offering to ensure that you’re giving your customers exactly what they want. You need to focus on accurately identifying the needs of your precious customer base to deliver products and services that not only meet, but exceed, your customers’ expectations to maximise the customer experience you provide.<\/p>\n

Listen to exclusive case studies and insights from Virgin Media, Eircom, AT&T, Etislat and more at CEM in Telecoms Virtual Summit to find out how you can become a customer experience pioneer from the comfort of your own desk.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management for Banking & Financial Services
\n12-13 Sep Main Conference | 14 Sep Workshops
\nMayfair Conference Centre, London, UK<\/p>\n

From Attrition To Advocacy: Boost Your Market Share By Improving Customer Loyalty And Retention in Banking & Financial Services<\/p>\n

With attrition rates and a lack of confidence in consumer-facing financial services currently constituting THE biggest challenge and drive for change in the banking and financial services industry, achieving a clear and advanced strategy for creating loyalty and retaining existing customers will not only prevent your competitors from attracting your customers away from your business but will increase your consumer base and market share through advocacy.<\/p>\n

Over the course of the 3 days you can hear from industry leaders and experts on key issues impacting the sector, including how Metro Bank is
\nembedding a culture of customer centricity, Barclays Corporate’s example of operational excellence and customer experience, Nationwide’s paradigm of consistency of experience across channels, and innovation form RBS and their customer-driven initiatives, to name a few.<\/p>\n

Special Offer to Customer Service Manager visitors: quote CSM when registering to receive 15% off<\/p>\n

EVENT CLOSED<\/p>\n

7th Annual Customer Experience Management
\nSeptember 19-21, 2011, San Francisco, CA<\/p>\n

This conference will focus in on leading current practices within customer experience management practices that include feedback gathering, managing customer expectations, driving operational efficiencies in response to feedback, understanding and reporting measurements and driving an overall organizational customer focused culture that is supported by a growing department budget and enterprise-wide interest.<\/p>\n

EVENT CLOSED<\/p>\n

Service Quality Excellence Event 2011
\nService Quality Excellence
\n25-26 Sep 2011 – Location: venue to be confirmed, Dubai, UAE<\/p>\n

Participants at this two-day conference will gain and sustain competitive advantages in understanding in-depth what customers perceive to be the key dimensions of service quality and what impacts the identified dimensions have on customers’ behavioural intentions.<\/p>\n

Participants would have the chance to explore insights to the drivers of customer satisfaction are explored which helps to specify measure, control and improve customer perceived service quality. Featuring a half-day workshop that provides a thorough understanding of service quality culture in your organisation thus helps in slowly building personal relationships with your customers thus fosters repeat business in your organisation. Book a seat and do not miss this opportunity to gain strategic insights and leadership strength to foster customer loyalty towards the company..<\/p>\n

EVENT CLOSED<\/p>\n

Experiental Marketing Conference 2011Experiential Marketing Conference
\n25-26 September 2011, Dubai<\/p>\n

Experiential marketing provides the platform for an emotional ‘pull’ factor, the ignition which provides the impact on the consumer. By appealing on an emotional level by involving the sensory ability, the brand connection is made quickly and seamlessly. This is a radical approach which is globally implemented and ensures that businesses are able to attract and satisfy the expectations of the consumer.<\/p>\n

In the Middle East, Saudi Arabia which is widely regarded as the largest and toughest market to penetrate is a prime concern for local and global organisations alike. Due to the very nature of experiential marketing, the physical presence of both genders in the same site is restricted due to compliance with religious beliefs and makes the practice of this concept difficult to implement.<\/p>\n

To counter the challenge of market penetration however, web based experiential marketing is a potential ‘escape route’ where companies are able to create an online ‘experience’ which allows the customer to connect to the brand from another angle. This concept is a realm which is regarded as ‘virtually untapped’ in the Middle East and is a very significant theme for this event.<\/p>\n

EVENT CLOSED<\/p>\n

Service Quality Excellence
\n22nd & 23rd September 2011, 8.30am \u2013 5.30pm, JW Marriott Hotel Mumbai, India<\/p>\n

In a competitive market such as India, most products and services are becoming very similar that the only way to gain a competitive edge is to differentiate them through service quality excellence. As a result, an excellent and standard cohesive servicing plan used throughout the organisation will separate the company from its competition. The late ’90s mantra of “show me the money” has morphed into “show me the value”, reflecting a new focus by customers hungry for value in all its forms. The value placed on customer service is considered priceless.<\/p>\n

Participants would have the chance to explore insights in improving quality of services which is crucial in differentiating one company from another. It is of utmost necessity to be receptive towards customers to leverage greater heights in service excellence. This forum will also stimulate discussions on actual experiences, explore innovative solutions to improve your service quality and what are the emerging trends and tools which are being used across industry.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management in Telecoms
\n26 – 29th September 2011, Ramada Resort Aquaworld, Budapest<\/p>\n

CSM members receive a 10% discount off the standard rate to attend!<\/p>\n

Is customer experience at the top of your agenda? Attend Telecoms IQ\u2019s Customer Experience Management in Telecoms event to hear how fellow telecoms operators are driving customer experience management to the heart of their business. Plus, learn how to develop and implement a customer-centric CEM strategy, effectively measure the customer experience and combat churn.<\/p>\n

Download your CEM in Telecoms programme to find out more or visit the CEM website to download your exclusive articles and reports, including podcasts with BT Global Services and Orange FT Group! www.customerexperienceevent.com<\/p>\n

Hear exclusive insights from Operator Case Studies led by * Orange FT Group * Deutsche Telekom * Telef\u00f3nica O2 Slovakia * giffgaff * Telenor Serbia * Telekom Austria Group and many more!<\/p>\n

To secure your exclusive CSM member 10% discount call + 44 (0) 20 7368 9300, email: telecoms@iqpc.co.uk or download your CEM in Telecoms programme. Please quote code: MP_CSM_CEM2_Web<\/p>\n

EVENT CLOSED<\/p>\n

6th Call Centre Week Canada
\n26-29 September 2001, Toronto, Canada<\/p>\n

Learning comes in many shapes and styles. Times are changing and IQPC is also evolving by continuously enhancing learning delivery methods. Call Centre Week Canada will offer you the opportunity to:<\/p>\n

Engage with your peers for problem solving and strategizing
\nExtract the most value and take home solutions from each and every session
\nMaximize the time you spend at the event
\nEnhance your professional development
\nParticipate in an interactive learning experience
\nNetwork and form business contacts<\/p>\n

… through session formats including:<\/p>\n

Brainstorming sessions
\nOut of the box thinking
\nPanel session with audience participation
\nPeer-to-peer roundtable discussions.<\/p>\n

All in addition to offering case studies, power points, workshops and brand new site tours!<\/p>\n

Sign-up today for Call Centre Week Canada to think about old problems in new ways. Learn how to challenge today\u2019s paradigms in order to achieve success.<\/p>\n

EVENT CLOSED<\/p>\n

Customer loyalty CRM 2011CUSTOMER LOYALTY ASIA PROGRAMME & CRM 2011
\n27-28 September 2011, Ho Chi Minh City, Vietnam<\/p>\n

NEOEDGE is proud to announce the return of CUSTOMER LOYALTY ASIA PROGRAMME & CRM for the year 2011.<\/p>\n

This summit comes after a successful roll out of Neoedge’s premier event in the year 2009 and 2010 and has been one of Neoedge’s most sought after event.<\/p>\n

We will be exploring in-depth insights of major domestic and international markets addressing the best strategies, approaches, techniques, innovations as well as the current and future market for loyalty and CRM in this ever changing market. This summit will also serve as a platform for all national, international and independent companies to network and share business ideas and experiences.<\/p>\n

EVENT CLOSED<\/p>\n

Loyalty World USA
\nOctober 17-20, Las Vegas, USA<\/p>\n

Loyalty World USA is a three-day senior-level B2B conference for all B2C businesses – retail, travel, entertainment, banking, and more – seeking the best business strategies to maximize returns from customer retention and loyalty programs. The event will feature live debates, roundtable brainstorms, interactive panel discussions, speed networking, and a loyalty workshop.<\/p>\n

For more information, please visit our website or call +1 646 619 1792.<\/p>\n

EVENT CLOSED<\/p>\n

2nd Annual Quality and Process Excellence Forum 2011
\n18\/10\/2011 – 20\/10\/2011, Barcelona, Spain<\/p>\n

Organized by: Fleming Europe<\/p>\n

Quality and Process Excellence Forum 2011 is CPD certified meeting featuring interactive discussions and also including a workshop. The conference has a proven track record with 500 + top executives attending past Fleming Europe events thus making a series of Quality events successful at every occasion. Nine speakers from Forbes Global 500 companies will share their knowledge on how to improve internal processes and realize the full growth potential of every company. By joining this event you will learn from 8 different industry views on the topic and also access people with knowledge of best practices, processes and technology. The conference provides a venue for meeting key decision makers – CQO, VP, Global Head, Director level – and form new partnerships.<\/p>\n

For more information please see:<\/p>\n

EVENT CLOSED<\/p>\n

Field Service Interactive
\nOctober 18 – 20, 2011, Omni Mandalay Hotel, Dallas, TX<\/p>\n

The leading service and support program on the West Coast has now blossomed into a bi-annual event. At Field Service Interactive (October 18 – 20, 2011, Omni Mandalay Hotel, Dallas, TX), service and support executives will have the opportunity to benchmark against best-in-class examples and results provided by leading manufacturers across a number of industries. Review your key strategic initiatives while planning for 2012.<\/p>\n

Over 35 speakers will be ready to share their insight and successes. Tactical insight will be provided in the areas of:<\/p>\n

* Transformational service operations
\n* Change Management
\n* Knowledge Management
\n* Mobility and Mobile Resources Management
\n* CRM
\n* Data Management
\n* Revamped Service Offerings
\n* e-Service
\n* Social Media
\n* Training and Career Development
\n* And much more!<\/p>\n

Interactive discussions guarantee that you will bring back lessons learned that are specific to your needs.<\/p>\n

Manufacturers get a 25% discount to attend with booking code 14253XZ342.<\/p>\n

EVENT CLOSED<\/p>\n

Transforming Customer Contact in Public Services Conference
\nFriday, 21 October 2011, Central London<\/p>\n

Capita’s well established Transforming Customer Contact in Public Services Conference equips delegates with the skills and knowledge to overcome the challenges of providing multiple contact channels and improving workforce performance whilst delivering the best customer service with limited resources.<\/p>\n

Budgetary restrictions and customer expectations are demanding that public services provide multi channel, self-service contact for citizens. This conference prepares delegates by exploring infrastructure support, staff readiness and successful implementation of digital channels.<\/p>\n

Chair: Jo Causon, Chief Executive Institute of Customer Service<\/p>\n

Keynote Address: Chris Chant, Interim Executive Director, Digital Government Cabinet Office<\/p>\n

Speakers include: Roger Donald, Associate Director of Multi Channel NHS Direct, Carol Cutler, Director of Business Transformation and Customer Service, Harrow Council.<\/p>\n

EVENT CLOSED<\/p>\n

2nd Annual Quality and Process Excellence Forum 2011
\n18\/10\/2011 – 20\/10\/2011, Barcelona, Spain<\/p>\n

Organized by: Fleming Europe<\/p>\n

Quality and Process Excellence Forum 2011 is CPD certified meeting featuring interactive discussions and also including a workshop. The conference has a proven track record with 500 + top executives attending past Fleming Europe events thus making a series of Quality events successful at every occasion. Nine speakers from Forbes Global 500 companies will share their knowledge on how to improve internal processes and realize the full growth potential of every company. By joining this event you will learn from 8 different industry views on the topic and also access people with knowledge of best practices, processes and technology. The conference provides a venue for meeting key decision makers – CQO, VP, Global Head, Director level – and form new partnerships.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Strategies Summit
\n8th – 9th November, 2011, Old Mill Inn & Spa, Toronto, Canada<\/p>\n

Source practical strategies from leading blue chip and Fortune 500 companies on how you can succeed online, in the contact centre and across the multitude of touch-points.<\/p>\n

This event will show you how to establish customer experience excellence as a core business strategy. Bring together all departments to boost your reputation and increase customer retention. Exceed your customers’ expectations, stand out from your competition and drive new sales!<\/p>\n

Take away key strategies from these top award winners across leading industries in North America! There is an urgent need for change in both public and private organizations in putting citizens and customers first. This is a time of incredible change in the customer experience arena; you do not want to be behind the curve!<\/p>\n

EVENT CLOSED<\/p>\n

8th Edition Customer Experience Management Conference
\nJuly 17-18, 2012
\nChicago, IL<\/p>\n

The 8th Edition Customer Experience Conference will be an industry focused event specific to Heads, Vice Presidents, Directors, Senior Managers from the Consumer Products, Retail, Travel & Leisure, Technology, Telecommunications, Healthcare and Energy Industries in Customer Experience, Customer Intelligence, Customer Journey, Customer Retention, Customer Insights, Brand Communications, Loyalty Marketing and Customer Relations Management.<\/p>\n

By attending this event, industry leaders will build upon their existing foundations to keep ahead of the changes in customer stated and unstated needs. Learn to incorporate a caring service orientated approach to engage and retain customers.<\/p>\n

Attending This Event Will Enable You to:<\/p>\n

1. Structure a framework for unifying customer touch points across the enterprise<\/p>\n

2. Recognize the positive impact of removing organizational barriers for customer experience initiatives<\/p>\n

3. Enhance the quality of customer experience data collection through examining various research methodologies<\/p>\n

4. Explore engagement strategies to enhance an internal customer centric culture<\/p>\n

5. Quantify the value of loyalty programs for enhancing the holistic customer experience<\/p>\n

6. Realize the value of leadership integration into the day-to-day customer experience messages and operation<\/p>\n

7. Facilitate proactive customer experience strategies based on customer journey mapping<\/p>\n

EVENT CLOSED<\/p>\n

LOYALTY Canada 2012
\nJuly 25-26, 2012, Toronto, ON Canada<\/p>\n

This Loyalty Canada 2012 Conference will give customer loyalty marketers a deeper look into the key issues affecting the creation and implementation of effective loyalty strategies to achieve an ever-growing, profitable, and engaged customer base.<\/p>\n

Hear from: Canadian Tire, HSBC Canada, Capital One, Scotia Bank, Sobeys, Xbox Canada, JPMorgan Chase, TD Bank Group, PayPal Canada, Suncor Energy, Hudson\u2019s Bay Company, Staples Advantage Canada, Virgin Mobile Canada and More!<\/p>\n

This is a highly intensive, content-driven event that includes workshops, case studies and panel discussions over two days. This is not a trade show; this event is targeted at a focused group of senior level executives and key decision makers to maintain an intimate atmosphere for the delegates and speakers. In short, this is a peer-to-peer driven conference.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Service Experience
\nAugust 13 – 15, 2012, Marriott Marquis, New York, NY<\/p>\n

To shed more light on the many moving parts needed for a successful customer service and support strategy, the Customer Service Experience conference has been created . The event will provide attendees with the following:<\/p>\n

-the latest trends in the customer service market and the broader customer experience industry<\/p>\n

– exposure to a greater breadth and depth of customer service and support topics, professionals, and solutions<\/p>\n

– enterprise best practices in building and managing complex multichannel operations<\/p>\n

– perspective into enterprise rollouts and success criteria for new interaction channels, such as mobile and social customer service<\/p>\n

– ways to leverage data to evolve a multichannel operation into a cross-channel strategy<\/p>\n

Attendees will learn about these topics from an impressive group of enterprise practitioners, analysts, and consultants.<\/p>\n

EVENT CLOSED<\/p>\n

Customer-centric Service Quality 2012
\n16-18 Sep 2012, Dubai, UAE<\/p>\n

The goal of this Customer-centric Service Quality conference aims to move customers from satisfied to loyal and from becoming loyal to advocate. In today’s world, customer-based strategies are made to focus on produce, price and promotional practices with little focus on their desire and wants. This had resulted in a mismatch between the organisation’s approach toward managing customer’s expectation and what they really want! This conference aims to change the traditional mindset and incorporating market and consumer insight into customer experience management!<\/p>\n

Featuring a full day workshop by Customer Experience Guru , Micah Solomon from the US.<\/p>\n

Why should you attend?<\/p>\n

– Developing the right Customer Relationship Management program
\n– Transforming customer experience based on consumer and market insights
\n– Discovering new customer touch points in this new environment
\n– Assisting the company in becoming the ultimate customer experience provider
\n– Enhancing every form of engagement between organisation with customers<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management for Banking and Financial Services 2012. 19 – 20 September, London, UK<\/p>\n

Taking place 19 – 20 September in London, Customer Experience Management for Banking and Financial Services Conference is presented to you by leaders in the financial services to address the issues that are affecting your customer experience today.<\/p>\n

By Customer Experience Management for Banking and Financial Services, you will discover how to improve customer acquisition and customer retention, benchmark your customer experience strategy and to look towards the future.<\/p>\n

Key topics to addressed include:<\/p>\n

\u2022 How to build trust and ensure customer retention through customer satisfaction.
\n\u2022 Creating and improving a multi-channel customer service
\n\u2022 Addressing the changes in regulation and how it affects your customers experience
\n\u2022 How to effectively implement change management
\n\u2022 Best practice examples from some of the most successful brands in the UK<\/p>\n

For the complete speaker line-up and final agenda, please download your complimentary copy of the conference programme.<\/p>\n

EVENT CLOSED<\/p>\n

4th Annual Customer Loyalty ASIA Program & CRM Summit 2012
\n25-26 September, SHANGHAI, CHINA<\/p>\n

\u201cMastering the how-to\u2019s of success through customer loyalty programmes and CRM for the new Asian generation of consumers\u201d<\/p>\n

NEOEDGE is proud to announce the return of CUSTOMER LOYALTY ASIA PROGRAMME & CRM for the year 2012. This summit comes after a successful roll out of Neoedge\u2019s premier event in the year 2009 and has been running annually ever since. We will be exploring in-depth insights of emerging and established markets in Asia addressing the best practices, strategies, approaches, techniques, innovations as well as the current and future market for loyalty and CRM in this ever changing market. The following key areas will be addressed in depth with Real Examples and Case Studies:<\/p>\n

* Global trends vs. loyalty in China and the rest of Asia<\/p>\n

* Best Practices and case studies in Asia; Successful case sharing
\non execution and return on investment monitoring<\/p>\n

* Trends for the next decade and engaging consumers in the next
\ngeneration<\/p>\n

* CRM Journey in emerging markets in the context of project,
\nprogram & innovation as well as people, procedure, platform & tools<\/p>\n

* Asia based coalition program<\/p>\n

* Consumer and data analytics, insights management and customer
\nsegmentation<\/p>\n

* Best practices for data collection set-up and data mining model<\/p>\n

* Customer lifetime value development, customer lifecycle and
\ncommunications<\/p>\n

* Key methodology to improve traffic and converse traffic to sales<\/p>\n

* New trends, innovation and analysis for mobile application &
\nsocial network<\/p>\n

* Measurement of relationship strength\/quality via E-Channel,
\nMarketing, Social Media & CRM<\/p>\n

* Churn management and successful case study of customer retention
\nin the Asian market<\/p>\n

* CRM (Customer Relationship Management) vs. Customer Experience
\nManagement (CEM)<\/p>\n

* Partnership marketing and value sharing<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management (CEM) in Telecoms World Summit 27-28 September 2012, Singapore<\/p>\n

Customer Experience Management (CEM) in Telecoms World Summit 2012 will draw together highly-regarded expert speakers from across the ecosystem of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practised in Customer Excellence Management in Telecoms.<\/p>\n

The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implementing CEM and the key challenges they have encountered.<\/p>\n

EVENT CLOSED<\/p>\n

Call Centre & Customer Management Expo 2012
\n2-3 October, National Hall, London Olympia, UK<\/p>\n

Call Centre & Customer Management Expo is recognised as Europe\u2019s no.1 exhibition and conference for call centre and customer management strategies and solutions, bringing together more than 200 leading suppliers and over 5,000 visitors at London\u2019s Olympia. Connecting people, strategy and technology, it is THE annual meeting place for industry professionals.<\/p>\n

Having made a successful move to London in 2011 with a large increase in visitors, Call Centre & Customer Management Expo will once again be held at London\u2019s Olympia. Just two days out of the office gives you unparalleled access to all the solution providers and industry experts you need to help meet your business goals and objectives \u2013 all in one place at one time.<\/p>\n

EVENT CLOSED<\/p>\n

Call Centre Focus Conference
\n2\u20133 October, National Hall, London Olympia, UK<\/p>\n

Running alongside the Call Centre & Customer Management Expo is the high end Call Centre Focus Conference.<\/p>\n

This year\u2019s conference programme is packed full of case studies detailing real life experiences of everything from increasing staff productivity to delivering a multi-channel experience.<\/p>\n

We\u2019ve included the experiences of a wide variety of companies, large and small, but all of them well-known, including: John Lewis, Barclays Wealth, Nationwide, BT, Indesit, Shop Direct and Ernst & Young.<\/p>\n

There truly is something for everyone in the programme, with a wide range of speakers and topics, all with insights, tips and ideas to share. After a successful move to London last year the conference offers a brilliant opportunity to network with other industry hot-shots.<\/p>\n

EVENT CLOSED<\/p>\n

The Social Media for Customer Service Summit
\nOctober 23 – 24, New York<\/p>\n

A practical and interactive business conference that will teach you how to deliver better customer service for brand loyalty, customer acquisition and reputation management. Join 20+ leading brands like Best Buy, Citi, Whole Foods and JetBlue as they answer your questions in 14 interactive sessions. It is the only summit designed exclusively to take your social media customer service strategy to the next level.<\/p>\n

EVENT CLOSED<\/p>\n

CEM USCustomer Experience Management in Telecoms \u2013 North America
\nOctober 23-25, 2012, Sheraton Atlanta, Georgia, USA<\/p>\n

Learn how to establish a cross-functional approach to CEM and deliver a seamless customer experience across multiple touch points whilst maximising your profitability.<\/p>\n

At Telecoms IQ\u2019s 2nd Customer Experience Management in Telecoms \u2013 North America Summit, you will learn from compelling and results-driven case studies from both your telecoms peers and those industries renowned for their customer experience.<\/p>\n

Reserve your place today to join your CEM peers at the only event specifically tailored for customer experience professionals in telecoms.<\/p>\n

EVENT CLOSED<\/p>\n

The 2012 Secret Service Summit
\n5-6 November 2012, Cleveland, OH, USA<\/p>\n

Cleveland has become the epicenter of a national movement, where some of the top experts gather to pay tribute to the one aspect of business that remains the secret to success: the customer experience.<\/p>\n

A SOLD OUT conference 3 years in a row, don\u2019t miss this opportunity to join the best and learn how to increase retention, referrals, repeat business and brand evangelism, insulate your company from any economic climate, and \u201cchange the world by creating a customer service revolution.\u201d<\/p>\n

The 2012 Secret Service Summit delivers the best customer service training you’ll ever experience including a solid plan to take your company\u2019s customer experience to the next level and make price irrelevant.<\/p>\n

Starbucks, Chick-fil-A, Nestle, The Ritz-Carlton, TravelCenters of America, State Farm Insurance, KeyBank, Zappos.com, Hallmark, PricewaterhouseCoopers, are but a sample of our participating companies, bastions of world-class customer service excellence.<\/p>\n

EVENT CLOSED<\/p>\n

The 2nd Annual Customer Experience Strategies Summit
\nNovember 13-14, 2012, Shangri-La Hotel, Toronto<\/p>\n

The 2nd Annual Customer Experience Strategies Summit is designed for senior executives committed to making superior customer experience a focal point of their operations. The conference promises a strong balance of high-level, big picture strategies and nuts-and-bolts implementation take-aways.<\/p>\n

Highlighted Speakers:
\n\u2022 Peter Aceto \u2013 President and CEO, ING Direct
\n\u2022 Stephen Platt \u2013 Director, Guest Experience Program & Call Centre, WestJet
\n\u2022 Alonda Williams \u2013 Senior Director of Marketing, US Enterprise and Industry Group, Microsoft
\n\u2022 Anthony Booth \u2013 Chief Customer Officer, Mobilicity
\n\u2022 Giovanni Tavani \u2013 Social Media Senior Manager, Dell<\/p>\n

CSM readers can take advantage of their exclusive VIP Discount Code offering 15% off the regular rate. Can be used online and over the phone.<\/p>\n

VIP CODE: CSM15<\/p>\n

EVENT CLOSED<\/p>\n

3rd Annual Consumer Insights in New Products Design & Delivery
\n29-30 Jan 2013, Westin Colonnade Hotel – Coral Gables, FL, USA<\/p>\n

Translating Deep Insights and Cultural Shifts into Bottom-Line Results<\/p>\n

The 3rd Annual Consumer Insights in New Product Design & Delivery Conference will move delegates beyond the limitations of traditional market research by allowing them to discover groundbreaking methodologies that will enable them to deliver timely and actionable recommendations based on sound insights and market intelligence, while exploring proven strategies to carry these recommendations to market.<\/p>\n

EVENT CLOSED<\/p>\n

6th Loyalty Summit & Loyalty Awards
\n6th-7th February 2013, The LaLit , Mumbai, India<\/p>\n

The key focus of this summit is to assist businesses in understanding all the complex elements that go into designing a successful loyalty strategy.<\/p>\n

This Summit also hosts the 6th Loyalty Awards on Day 1 i.e. 6th February from 7.00 pm onwards at the same venue. This Awards recognizes the efforts undertaken by an organisation in the area of customer loyalty to improve customer relationships and building long term profitability.<\/p>\n

The 2 day Summit brings together close to 40+ Speakers who contribute & share their expertise on various outlined subjects. We are in the process of finalizing the agenda of the summit. The summit & award ceremony is attended by close to 300 delegates who are MD’s, CEO, Directors, VP’s , CMO’s ,Brand Head’s, CRM Head’s Product Head’s from across sectors- Retail, FMCG, Telecom, PSU’s, Airlines, Travel & Hospitality, Banks, Insurance, Social Media, Brand Consultants and IT Companies.<\/p>\n

EVENT CLOSED<\/p>\n

Loyalty World Canada 2013
\nMarch 5-6, 2013, Hyatt Regency Toronto, Canada<\/p>\n

Canada’s leading customer loyalty and engagement conference<\/p>\n

Loyalty World Canada unites senior-level executives from retail, finance, telco, hospitality and airlines to discuss the latest engagement strategies and technologies for securing customer loyalty.<\/p>\n

Leading Canadian and global B2C brands including Maple Leaf Sports Entertainment, Bellstar Hotels & Resorts Boston Pizza International and Kimberly Clark will share best practices on how to execute successful loyalty programs and connect with customers across emerging social media channels.<\/p>\n

\u2022 Hear best practice case studies from leaders in the Canadian and international arena on: retail, banking, hospitality, food and entertainment
\n\u2022 Discover how to unlock full marketing ROI by creating a customer-centric organization
\n\u2022 Get inspired by Kimberly Clark’s innovative loyalty strategies that utilize new technology
\n\u2022 Learn how to identify and interpret key data that will forge greater customer engagement and trust
\n\u2022 Find out how big data can exponentially improve your loyalty marketing strategy
\n\u2022 Explore new means of keeping customers engaged from TELUS
\n\u2022 Hear from experts in the Canadian market, like Maple Leaf Sports Entertainment
\n\u2022 Gain concrete examples of new business practices that you can implement in your organization
\n\u2022 Discuss how the convergence of social and mobile will impact your business with SCENE LP
\n\u2022 Witness how new loyalty program models are acquiring, engaging, and retaining members<\/p>\n

EVENT CLOSED<\/p>\n

Big Data World Canada 2013
\nMarch 5-6, 2013, Hyatt Regency Toronto, Canada<\/p>\n

Canada’s leading business intelligence and data strategy conference<\/p>\n

Big Data World Canada unites senior-level executives from retail, finance, telco, hospitality and airlines to discuss the latest analytic, security and monetization strategies for improving their \u2018big data\u2019 operations.<\/p>\n

Leading Canadian and global B2C brands including Bank of Montreal, Xerox, Dell, Hewlett Packard and Research in Motion will share best practices on how to execute successful big data operations.<\/p>\n

\u2022 Get your \u201cBig Data\u201d strategy on track by hearing from your most innovative peers
\n\u2022 Learn best practices for integrating data into your existing framework from Research in Motion
\n\u2022 Explore how to leverage analytics and insights to strengthen segmentation capabilities
\n\u2022 Understand how to take Big Data from science project to real business application
\n\u2022 Discover how to process data fast enough to meet demand
\n\u2022 Get a better understanding of how to reconnect with your lost customer through Big Data
\n\u2022 Improve the role of the data scientist within your organization
\n\u2022 Learn how to build flexibility and security into your Big Data storage
\n\u2022 Discover how to identify and interpret key data that will forge greater customer engagement and trust
\n\u2022 Acquire a better understanding of how big data and loyalty marketing can exponentially augment your business<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management Conference 2013<\/p>\n

4th Annual Utility Customer Experience Management Conference
\nMarch 5-7, 2013 ,Embassy Suites Orlando \u2013 Lake Buena Vista South, Orlando\/Kissimmee, FL<\/p>\n

The marcus evans 4th Annual Utility Customer Experience Management Conference will focus on the sharing of best practices from top utilities across the country known for successful customer service programs and initiatives.<\/p>\n

Key Speakers Include:<\/p>\n

Don Smith
\nVP, Customer Operations
\nTXU Energy<\/p>\n

Steve Bandy
\nSenior Director, Customer Care
\nSourceGas<\/p>\n

Michael Mendonca
\nSenior Director, Revenue Cycle Services
\nSalt River Project<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management
\n20 March 2013, Victoria, London, UK<\/p>\n

Quote CSM10 to receive your 10% discount.
\nwww.customerexperienceconf.com<\/p>\n

Maximising customer value & driving revenue for your brand from first contact to post-purchase service<\/p>\n

Over the course of the event you will explore key components of a robust and adaptable customer experience strategy that generates a real top line growth through sharp customer focus and engagement.<\/p>\n

\u2022 Getting the 360 degree view of your customers
\n\u2022 Going beyond simple design to create an experience that sets your business apart from the crowd cost-efficiently
\n\u2022 Being an agent of change and driving a customer-centric business culture
\n\u2022 Transforming perceptions, interactions and encounters with consumers to drive more value from each engagement\/touchpoint
\n\u2022 Reaching a higher level of assessment and accountability through tougher, more varied measures
\nCustomer Experience Management gathers key leaders in the arena of customer experience management such as Zappos, Virgin Atlantic, Bounty, LEGO, M&S and The co-operative to share knowledge, expertise and insider tips.<\/p>\n

If you would like more information about this event or to register visit the website www.customerexperienceconf.com , email events@haymarket.com or call on +44 (0) 20 8267 4011. Don\u2019t forget to quote CSM10 when registering to receive your 10% discount.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience for Public Sector
\n6th-7th April, 2013, Metropolitan Hotel, Toronto, Ontario<\/p>\n

Hear case studies on how leading public sector agencies are changing their organizations for the modern citizen!<\/p>\n

– Improve your digital government strategy
\n– Journey map your customers’ interactions
\n– Demonstrate accountability via public services
\n– Use citizen insights to improve service delivery
\n– Foster and measure employee engagement<\/p>\n

EVENT CLOSED<\/p>\n

Mobile Payments & NFC World Summit 2013
\n18-19 April 2013, Eaton Smart, Hong Kong<\/p>\n

Mobile Payments & NFC World Summit 2013 will draw together highly-regarded speakers representing the mobile network operators, banks, money transfer providers, mobile transfer networks, mWallets, retailers, public transit providers, \u2018interoperability hubs\u2019, handset manufacturers, technology and equipment providers to share their latest efforts in launching mobile payments services and the key challenges facing them.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management (CEM) World Congress
\n23-24 April 2013, Grand Connaught Rooms, London<\/p>\n

The Telecoms Customer Experience Management (CEM) World Congress returns following an outstanding turnout in 2012. Next year the three day event will expand and display an array of topics by investigating CEM across Marketing, Operation and Network Departments within an organisation.<\/p>\n

Joining together CXO level thought leaders; the CEM World Congress will offer views from global operators across all departments, disruptive players, as well as reputable brands. In addition, interactive sessions, panel discussions, 1-2-1 debates, webinars and roundtables will offer extensive networking opportunities for all those involved.<\/p>\n

EVENT CLOSED<\/p>\n

5th Customer Loyalty Programme & CRM China Summit 2013
\n4th-5th Jun 2013, Pullman Shanghai Skyway, SHANGHAI, CHINA<\/p>\n

A one day pre-conference workshop on 3rd June will open this event with a morning session entitled “Measuring Customer Loyalty Using Analytical Techniques”, led by the team from Asia Analytics (Formerly SPSS China).<\/p>\n

In the afternoon a session will be jointly facilitated by Cell City and DBS Bank, entitled “Creating A Digital Loyalty Campaign and Engaging with Your Customers in New Dynamics”.<\/p>\n

The event also features two engaging panel discussions. On the first day of the summit, some other hot topics in current China market which are not addressed in standalone speaking slots will be addressed. The Day 1 Panel discussion, “How to Use New Channels to Interact with Customers and Enhance Customer Loyalty” will have panelists from Air China, Shandong Airlines and China Minsheng Banking Corporation, among others.<\/p>\n

The Day 2 panel discussion, “Measurement and Financial Impact of Loyalty programme and CRM to a Company”, will be an engaging discussion and rainstorming session led by experts from Accentiv’.<\/p>\n

The summit will feature industry leaders including Alibaba Group, Baidu, General Motors, Jin Jiang International Hotel Management, China Minsheng Banking Corporation and many others.<\/p>\n

EVENT CLOSED<\/p>\n

Loyalty Canada 2013 Conference
\nJuly 24-25, 2013, Hilton Toronto, Toronto, Ontario, Canada<\/p>\n

The marcus evans Loyalty Canada 2013 Conference will provide customer loyalty marketers with a deeper understanding of key issues affecting the creation of a sustainable loyalty strategy to achieve an ever-growing, profitable and engaged customer base.<\/p>\n

Industry leaders attending this conference will benefit from a dynamic presentation format consisting of workshops, panel discussions and industry-specific case studies that provide accurate, real-world knowledge. Attendees will experience highly interactive conference sessions, 10-15 minutes of Q&A time after each presentation, 4+ hours of networking, and exclusive access to speaker presentations post-event.<\/p>\n

Key Speakers Include:<\/p>\n

Bryan Goudie, AVP Analytics & Target Marketing
\nSears Canada<\/p>\n

Jessica Mills, Director, Brand Communications
\nStarbucks Coffee Company Canada<\/p>\n

Mitchell Arrieta, Senior Manager, Digital Analytics
\nBlackberry<\/p>\n

Steven Keith, Director, Loyalty & Marketing Partnerships
\nSuncor Energy Products Inc.<\/p>\n

Florence Ho, Senior Director, Loyalty & Direct Marketing
\nWyndham Hotel Group<\/p>\n

For more information, please visit the conference website.<\/p>\n

Interested in attending? E-mail Robin Yegelwel at robiny@marcusevansch.com for information on registering.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience 2013 Conference
\nAugust 13-14, 2013 \u2013 Chicago, IL, USA<\/p>\n

Customer Experience 2013 will give customer experience professionals a deeper look into the key issues affecting the design and delivery of a consistent, meaningful, and rewarding customer experience to achieve an ever-growing, profitable, and engaged customer base.<\/p>\n

Hear from industry leading Customer Experience experts including Fifth\/Third Bank, Pitney Bowes, Inc., Beechcraft, Kohl\u2019s Department Stores, FedEx, MetLife, National Football League, John Deere Financial and many more!<\/p>\n

Benefit from two days of case study driven discussions from industry leading experts. Attendees will be afforded the opportunity to interact with speakers and their peers in a classroom style setting that will encourage both audience participation and engagement.<\/p>\n

Seating for this conference is limited to maintain an intimate educational environment that will cultivate the knowledge and experience of all participants.<\/p>\n

EVENT CLOSED<\/p>\n

4th Annual UAE Customer Service Week
\n30 Sept \u2013 2 Oct 2013, The Westin, Dubai<\/p>\n

Improving your organisation\u2019s performance by implementing a customer-centric strategy.<\/p>\n

Contact: Ms Husaina Nasir, Telephone: +971 4 364 2975, Email: enquiry@iqpc.ae<\/p>\n

EVENT CLOSED<\/p>\n

2nd Annual Oman Customer Service Week
\n29 Sept \u2013 1 Oct 2013, Radisson Blu Hotel, Muscat<\/p>\n

Implementing efficient strategies and techniques to deliver high quality customer service and help improve your organisation\u2019s performance.<\/p>\n

Contact: Ms Husaina Nasir, Telephone: +971 4 364 2975, Email: enquiry@iqpc.ae<\/p>\n

EVENT CLOSED<\/p>\n

Saudi Customer Service Week
\n29 Sept \u2013 2 Oct 2013, Radisson Blu Hotel, Riyadh<\/p>\n

Promoting the importance of quality customer service delivery for building customer loyalty and exploring strategies to improve overall customer experience.<\/p>\n

Contact: Ms Husaina Nasir, Telephone: +971 4 364 2975, Email: enquiry@iqpc.ae<\/p>\n

EVENT CLOSED<\/p>\n

Customer Insights: Turning Data Analytics into Intelligence
\nOctober 2nd-3rd, 2013, Chicago<\/p>\n

Executives, Directors and Senior Managers across Marketing Strategy, Data Analytics, Communications and CRM call a truce to discuss Customer Insights: Turning Data Analytics into Intelligence.<\/p>\n

Sales, Marketing, as well as Customer Service and Customer Experience segments have become key battlegrounds for new revenue and protecting companies from customer churn. In this battle, \u201cBig Data\u201d, has become the decisive weapon..<\/p>\n

However, not all platforms are created equally, the best start with specific structures and analytic processes that increase wallet share and customer satisfaction, but can \u201cBig Data\u201d deliver better understanding of customer behavior, customer loyalty, and enable better content?<\/p>\n

With fierce competition across multiple channels a \u201cBig Data\u201d arms race has appeared where those businesses asking the right questions and properly analyzing data, can better communicate their value to customers.<\/p>\n

Forward-thinking executives like Rajeeve Kaul, SVP, Office Max and Carlos Jose Fonseca, SVP & Group Head Global Marketing Strategy, Planning & Analytics at MasterCard take on \u201cEstablishing Big Data for Customer Insights\u201d and \u201cCustomer-Centric Innovations\u201d. Bestselling author of \u201cLead with a Story\u201d Director, Consumer & Communications Research Paul Smith, Proctor & Gamble takes on the use of Storytelling to communicate complex data and analysis.<\/p>\n

Full of interactive discussions, the event will open doors to a more complete arsenal of \u201cBig Data\u201d capabilities.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management (CEM) In TELECOMS World Summit
\n3-4 October 2013, Singapore<\/p>\n

Profiting from Successful Implementation of An Effective CEM Strategy<\/p>\n

Encompassing:<\/p>\n

Customer Data Management & Analytics
\nCustomer Centricity
\nCustomer Experience Framework
\nBig Data Analytics
\nSocial Media CEM Strategy
\nProduct Lifecycle Management
\neMobile Marketing & Advertising
\nDifferentiated Experience
\nInnovation for Success
\nand many more!<\/p>\n

Customer Experience Management (CEM) in Telecoms World Summit 2013 will draw together highly-regarded expert speakers from across the ecosystems of telecommunications industry and CEM platform providers to present to you the latest key trends and approaches taken and practiced in Customer Excellence Management in Telecoms. The highlights of the summit will be Case Studies and Perspectives to be shared by telecoms operators on the benefits they have obtained from implemeting CEM and the key challenges they have encountered.<\/p>\n

EVENT CLOSED<\/p>\n

CX Forum
\n8 October, 2013, 11 Cavendish Square, London, UK<\/p>\n

The customer-adaptive enterprise is focused on continuous value creation through innovation and CEM<\/p>\n

Innovation management<\/p>\n

Globalization and commoditization make it harder for organizations to differentiate. This generates considerable interest in the field of customer experience management. While this is important, what happens when your products or services become obsolete?<\/p>\n

To be persistently relevant to customers you must innovate continuously. A customer-adaptive organization uses deep contextual insights into its customers to shape innovation, and it also addresses the means to innovate faster and at lower cost than traditional R&D approaches.<\/p>\n

At CX Forum we will examine innovation and how disruptive technologies have the power to emancipate the enterprise, enabling it to generate more and better ideas by casting the net wider across the enterprise and beyond to prime the innovation pipeline.<\/p>\n

Customer experience management<\/p>\n

The customer-adaptive enterprise also recognizes the importance of delivering a superior customer experience, against a background of rising customer expectations. We will examine what it means and how to deliver smart, connected interactions, including a look at the maturity model where organizations can assess their current capabilities and how far they may need to go to enhance them, to deliver a truly seamless and superior customer experience.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Management Forum
\n22-23 October, Moscow<\/p>\n

Participation in the 10th edition of the Customer Management Forum is a unique opportunity for you to meet experts and practitioners, who share their knowledge and great experience in the sphere of Customer Relationships Management, Customer Loyalty building and maintaining, Customer Service Management and Customer Experience.<\/p>\n

Forum attendees are offered a comprehensive business program: during 2 days 9 thematic sessions on the hottest themes will be held:<\/p>\n

Strategies of Customer Relationship Management;<\/p>\n

Big Data;
\nCEM;
\nOmni-channel;
\nSocial Media;
\nLoyalty programs;
\nCustomer retention;
\nContact centers;
\nSales.<\/p>\n

Over 50 experts are ready to share gained knowledge and experience during the conference program. In parallel with the conference will be an organized exhibition, where modern technologies and solutions in the field of Communications, CRM, and Customer Experience Management will be presented. The exhibition also gives attendees an opportunity to see presentations of new products and meet new partners and clients.<\/p>\n

EVENT CLOSED<\/p>\n

Beyond CRM 2.0
\n19-21 November 2013, Dubai, UAE<\/p>\n

Customer experience has become the forefront of the CEO’s agenda and CRM circles. Retaining customer loyalty has been a sales and marketing principle. Successful organisations understand the importance of developing a customer centric CRM mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. This will be tailored to suit the vast diversity of nationalities and business culture in the Middle East which are looking in providing enhanced customer experience.<\/p>\n

Join us now at the 3-days Beyond CRM 2.0 Forum to revive your CRM systems. Leap into the bandwagon of CRM evolution and innovation to be at the forefront of winning the hearts and minds of your customers without compromising your business growth! This conference will lead your CRM strategies through the new age technology to reach out to your new and existing customers. Delving into the new era of social platforms to promote excellent customer experience<\/p>\n

For the full brochure or registration details, please contact Bernardine Michael at BernardineM@marcusevanskl.com.<\/p>\n

EVENT CLOSED<\/p>\n

TM Forum Customer Experience Management InFocus 2013
\nDecember 3-4, Kuala Lumpur<\/p>\n

TM Forum CEM InFocus 2013 is a can’t miss event offering:<\/p>\n

– Interaction with 150+ senior-level executives and professionals<\/p>\n

– Two days of valuable thought-leadership & practical advice<\/p>\n

– Case study driven conference agenda<\/p>\n

– Visionary keynotes<\/p>\n

– Dozens of world class speakers<\/p>\n

– Leading service providers<\/p>\n

– TM Forum experts<\/p>\n

– Enhanced networking opportunities<\/p>\n

– Expo showcasing key suppliers<\/p>\n

Don’t delay, download the brochure, check out the action-packed agenda and register today. Save 15% – simply use voucher code PSM9CV when you register.<\/p>\n

Beyond CRM 2.0
\n19-21 November 2013, Dubai, UAE<\/p>\n

Customer experience has become the forefront of the CEO’s agenda and CRM circles. Retaining customer loyalty has been a sales and marketing principle. Successful organisations understand the importance of developing a customer centric CRM mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. This will be tailored to suit the vast diversity of nationalities and business culture in the Middle East which are looking in providing enhanced customer experience.<\/p>\n

Join us now at the 3-days Beyond CRM 2.0 Forum to revive your CRM systems. Leap into the bandwagon of CRM evolution and innovation to be at the forefront of winning the hearts and minds of your customers without compromising your business growth! This conference will lead your CRM strategies through the new age technology to reach out to your new and existing customers. Delving into the new era of social platforms to promote excellent customer experience<\/p>\n

For the full brochure or registration details, please contact Bernardine Michael at BernardineM@marcusevanskl.com.<\/p>\n

Learn more about the event and register here<\/p>\n

TM Forum Customer Experience Management InFocus 2013
\nDecember 3-4, Kuala Lumpur<\/p>\n

TM Forum CEM InFocus 2013 is a can’t miss event offering:<\/p>\n

– Interaction with 150+ senior-level executives and professionals<\/p>\n

– Two days of valuable thought-leadership & practical advice<\/p>\n

– Case study driven conference agenda<\/p>\n

– Visionary keynotes<\/p>\n

– Dozens of world class speakers<\/p>\n

– Leading service providers<\/p>\n

– TM Forum experts<\/p>\n

– Enhanced networking opportunities<\/p>\n

– Expo showcasing key suppliers<\/p>\n

Don’t delay, download the brochure, check out the action-packed agenda and register today. Save 15% – simply use voucher code PSM9CV when you register.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management in Utilities: The Era of Empowered Customers,
\nFebruary 24-25, Baltimore, USA<\/p>\n

There is a race on in the world of Public Utilities. The race doesn’t pit utility against utility, but it is a race against the clock, customer vs. Utility. So far, customers have proven more dynamic competitors.<\/p>\n

Almost in parallel with the introduction of ill received smart meters and grid projects, customers found themselves in command of an arsenal of new technologies and media channels. These allowed them to give immediate vent to their experiences, darkening the mood over infrastructure investment and providing a vehicle to pressure utilities for improved services. Challenged to respond to a generation of empowered customers, CEM has become a critical element for today’s utilities.<\/p>\n

Mid-Atlantic utilities like Pepco and New Jersey Natural Gas , Consumers Energy and Ameren \u2013 Missouri in the Mid-West, as well as Western utilities like San Diego Gas and the Los Angeles Department of Water, Gas and Power combine perspectives to deliver better CEM.<\/p>\n

Whether extending the mobile experience to improve customer engagement or accelerating the development and deployment of cost-effective demand response, utilities need to accelerate their game. Speakers and delegates will pursue discourse on Adopting multi-channel customer management programs for greater loyalty and satisfaction, Measuring and analyzing reporting &cross-channel analytics for valuable insights and much more.<\/p>\n

Atlanta, situated in the core of the South East’s generation, transmission and delivery network, plays hosts to the hot button topics featured at this event. Join CEM in Utilities and take the lead in American Utilities.<\/p>\n

EVENT CLOSED<\/p>\n

3rd Annual Customer Experience Management in Telecoms:
\nMiddle East Summit, 30 March – 1 April 2014
\nGrand Millennium Dubai, Dubai, United Arab Emirates<\/p>\n

Osman Sultan, CEO, du; Graham Webster, Director – Customer Experience, Telef\u00f3nica Europe and many other industry experts will help you taking your customer experience strategy to the next level, in a world of tech-savvy customers with rising expectations<\/p>\n

EVENT CLOSED<\/p>\n

Business Reporter – Customer Focus Summit 2014
\n29-30 April 2014, Cardiff City Hall, UK<\/p>\n

Challenging tradition: Re-thinking customer value in the new experience economy<\/p>\n

The Customer Focus Summit 2014 will bring together over 150 business leaders whose role is to champion customer experience delivery and brand representation. It will be highly interactive, dynamic and will set out to foster the kind of deep understanding and empathy that leads to true innovation.<\/p>\n

Some of the key topics to be covered:<\/p>\n

The digital customer experience
\nGlobal customer experiences: seeing your brand grow
\nBalancing superior sales and service performance in a cost reduction environment
\nMastering data analytics and new technologies
\nEmbracing social media as the new normal for customer service
\nCustomer behaviour: Segmentation and making it personal
\nLoyalty and customer experience: the perfect marriage
\nCustomer experience 360 view: gaining ROI<\/p>\n

For more information please contact Sean Fox on S.Fox@Lyonsdown.co.uk or call 020 8349 4363.<\/p>\n

EVENT CLOSED<\/p>\n

http:\/\/bit.ly\/1m7itCY<\/p>\n

Customer Experience Management Turkey
\n6-9 May 2014, Divan Istanbul Hotel, Istanbul, Turkey<\/p>\n

As Turkey\u2019s integration with global markets accelerate, customer behavior also evolves rapidly, large corporations in Turkey both in the public and private sector are looking for ways to keep up with this transformation.<\/p>\n

Consisting of 2 workshop days and 2 conference days, Customer Experience Management Turkey, being hosted in \u0130stanbul, will host a unique faculty of esteemed speakers (both international and local) sharing their challenges and successes in delivering engaging experiences to their customers. Customer Experience Management Turkey will provide a dedicated platform for professionals from all sectors to share, discuss, and exchange ideas to improve their customer experience departments.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management in Telecoms European summit
\n22 – 24 September, 2014, Parkhotel Sch\u00f6nbrunn, Vienna, Austria<\/p>\n

– The CEM in Telecoms European Summit will once again showcase results-driven case studies of the European operator community’s pioneering CEM strategies.<\/p>\n

– Learn how to keep customer-centricity at the front of your company mind-set and deliver a seamless end-to-end experience for your customers.<\/p>\n

– Take home the CEM strategies proving successful in other industries, as retailers and banks share how they are providing an excellent customer experience<\/p>\n

– Network with high quality prospects: 68% operator attendance and 59% at CxO, VP and Director-level in 2013<\/p>\n

– Deep-dive your CEM challenges with 15+ hours of interactive learning sessions \u2013 more than any other event on this topic!<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Transformation: Travel & Leisure
\n21 – 23 October, 2014 – London<\/p>\n

– Learn how to empower and motivate your workforce through interactive sessions and coaching expertise to galvanise your team to deliver exceptional results every time<\/p>\n

– Explore emerging trends and examine the digital distribution channels that excite consumer engagement and drive insightful exploration into gamification as a trigger for customer engagement<\/p>\n

– Gain valuable best practice insight and learn how to ensure customer experience excellence across a complex and multiple product business chain<\/p>\n

– Evaluate the quality of customer experience in an increasingly on-line dynamic and explore the benefits and negatives of self service or service sacrifice?<\/p>\n

– Recognise what drives CX transformation and stimulate people focussed thinking<\/p>\n

– Engage with your peers to determine how best to break down silo\u2019s and deliver exceptional customer experience across every distribution channel<\/p>\n

EVENT CLOSED<\/p>\n

Future Customer Summit in Financial Services
\n25 – 26 November 2014, Dusit Thani Dubai, Dubai, UAE<\/p>\n

The event brings together senior level customer experience executives across Banking and Finance vertical throughout Middle East & Africa to discuss the latest customer experience strategies across all channels and touch points. The Conference aims to provide a platform to unveil new researches, success stories, experiences and failures faced by financial institutions that would reveal the drivers of customer experience quality and the factors that justly matter to the customers of the banking and financial services sector.<\/p>\n

Contact Details: conferences@mci-group.com<\/p>\n

EVENT CLOSED<\/p>\n

The Future Contact Center Summit
\nJanuary 26 – 30, 2015, Omni Orlando, ChampionsGate, Florida<\/p>\n

The 10th annual Future Contact Center Summit, where you will leave with a synergistic and defined approach to dealing with today while evolving for what\u2019s next.<\/p>\n

Big picture keynotes will stretch open your mind to new ideas and the diversified learning formats such as story telling, white boarding, brainstorming, innovation immersions, roundtables and group exercises, you will discuss, debate, idea generate and solve alongside the most admired customer-centric leaders and cross-industry peers.<\/p>\n

Future success will be determined by your ability to meet customer expectations better and faster than competitors. The point of this event is to assist you in accelerating your pace.<\/p>\n

Members\/subscribers of CSM will be entitled to purchase discounted admission passes at 15% off of the current registration price for packages only. Use code 10TFCCS_CSM.<\/p>\n

EVENT CLOSED<\/p>\n

The 9th Annual Customer Contact 2015, Europe
\n8-10 June 2015, Copenhagen, Denmark<\/p>\n

A Frost & Sullivan Executive MindXchange, taking place 8-10 June, 2015 at Scandic Copenhagen, in Copenhagen, Denmark, is the place to be to help drive an enterprise wide transformation and take customer experience excellence from an ideal to a reality.<\/p>\n

EVENT CLOSED<\/p>\n

Customer Experience Management Middle East
\n13-16 September 2015, The Address Dubai Mall, UAE<\/p>\n

Join heads and directors of CEM from leading regional and international brands including Google, Barclays Bank, du, AT&T Business Services, Al Futtaim Automotive, Jumeirah Group, Emirates Islamic Bank, AW Rostamani, O2 (Telefonica), Emirates Identity Authority, Saudi German Hospital and many more at the region\u2019s #1 CEM event, Customer Experience Management Middle East (13-16 September 2015 at The Address Dubai Mall, UAE), to learn how you can step up your customer experience strategies in an era of increasing competition.<\/p>\n

For registration and more information, email: enquiry@iqpc.ae or call +971 4 364 2975 or visit the conference website here.<\/p>\n

3rd Annual Utility Call Center Operational Excellence conference
\n14-16 September 2015, San Antonio, TX, USA<\/p>\n

The leading 3rd Annual Utility Call Center Operational Excellence conference is a highly-intensive forum that will focus entirely on the day-to-day demands that utility call centers face.<\/p>\n

Contact center directors will provide innovative strategies to exceed customer and employee satisfaction by strengthening call center operations and transforming into a Multi-Contact Center, through workforce management, advanced training, employee incentive programs, and exceeding expectations through the ever changing demands of the customer. The event will feature leading case studies by Kevin Hollingsworth from Oncor Electric Delivery, John Fritterer from ComEd,and many other key speakers.<\/p>\n

EVENT CLOSED<\/p>\n

\n

Field Service Fall 2015<\/strong>
\nSept 30 September – 2nd\u00a0Oct 2nd, 2015, Atlanta, GA, USA<\/strong><\/p>\n

Discover the latest advances in field mobility, preventative maintenance, and predictive analytics.<\/p>\n

The program content spans the customer journey, from initial contact to onsite experience to technician efficiency to customer feedback & retention. If you have a pain point, we\u2019ve got you covered. Enhance your connections through fun and interactive networking with cross-industry service leaders. From GE to Siemens, from Cisco to Ingersoll Rand, and from Airbus to Rolls-Royce\u2026 Atlanta is where the entire service community comes together.<\/p>\n

EVENT CLOSED<\/p>\n

\n

Customer Experience Management Summit 2015<\/strong>
\n7-8 October 2015, London, UK<\/strong><\/p>\n

ACI\u2019s 2nd Customer Experience Summit returns to London, UK, on 7 & 8th October 2015 bringing together key industry stakeholders and innovators in the customer experience landscape from a cross-sector perspective.<\/p>\n

EVENT CLOSED<\/p>\n

\n

Engagement & Experience Expo
\n9-11\u00a0November 2015, Dallas, Texas
\n<\/strong><\/p>\n

Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. Join us November 9-11, 2015 at the Hilton Dallas Lincoln Centre in Dallas, Texas.<\/p>\n

EVENT CLOSED<\/p>\n

\n

Field Service Medical 2016<\/strong>
\nFebruary 16 – 18, 2016, Rancho Bernardo Inn, San Diego, CA<\/strong><\/p>\n

Advancing Service Together – The Event for Leaders in Service & Support for Medical Devices<\/p>\n

Field Service Medical is the go to event for leaders in the service and support industry. This year, we’re focused on taking proactive service head on by hosting roundtables, presenting case studies and facilitating relationships on site!\u00a0Your customers are connected to your products and brand through your service teams – keep them coming back by building an engaged workforce a Field Service Medical in February.<\/p>\n

Download the\u00a0Director’s Report to see the opportunities for service & support in 2016 or visit the event website\u00a0to receive an exclusive discount.<\/p>\n

EVENT CLOSED<\/p>\n

\n


\n7th Annual Contact Centres Asia Summit<\/strong>
\n1 \u2013 2 March 2016, Kuala Lumpur, Malaysia<\/strong><\/p>\n

With Contact Centres constantly evolving to meet the omni-channel environment demanded by customers, how do you balance ef\ufb01ciency, performance and costs while investing in the right technology and infrastructure required to success? The Contact Centres Asia Summit 2016 held in Malaysia combines best practice sessions with discussion roundtables for problem solving, idea exchanges and debate on the hottest topics on contact centre and customer service in the region. This is the premier event for peer-to-peer networking which gives you unlimited access to thought leaderships from industry movers and shakers both locally and regionally. With Functional roundtable discussions, deep-dive into pressing issues that are top of your agenda today.<\/p>\n

Key Conference Themes for 2016<\/strong><\/p>\n