A series of one day Directors Forums, organised by the Customer Engagement Club, focusing on compelling business issues and challenges which will help drive business performance and improve customer and employee engagement. Each Forum agenda includes; keynotes, case studies, independent insights, a panel debate and networking functions.  

Free to attend for :
Customer Service Directors/Senior Management, Contact Centre Directors/Senior Management, HR Directors/Senior Management, Marketing Directors/Senior Management, Social Media Directors/Senior Management, CRM Directors/Senior Management, Operations Directors/Senior Management, CIOs and all others responsible for customer engagement and employee engagement strategies and operations across all channels.

Service Providers & Vendors are welcome to attend upon paymnet of a delegate fee of £495+VAT (Fee includes lunch, all sessions, tea/coffee, delegate pack and networking function )

For sponsorship information contact Chris Wood chris@ictcomms.com 

Customer Feedback/Voice of the Customer, 21st March 2012, London

This Directors Forum will examine the key challenges and issues facing customer experience leaders that are impacting feedback, measurement and voice of the customer strategies as customers increasingly become a central part of the development of engagement strategies

Speakers todate include:

• Keynote: Jonathan Browne, Senior Analyst, Forrester Research
• Peter Flade, Senior Managing Partner, Gallup Consulting
• Case Study: Premier Inn, Gerard Tempest, Director, Premier Inn
• Chris Clayton, MD, Grey Matters Europe
• Confirmit, speaker to be advised
• Case Study: Veolia Water, Mike Bromilow, Director, Rapide & Morag Kent, Marketing Manager, Veolia Water
• Helen Murray, Consulting Director, EMEA, Verint
• Michael Hill, Founder, Complaints R Great
• Case Study/Richard Sedley, Commercial Director, Foviance

REGISTER 

Delegates will learn:

• How world class organisations are successfully implementing voice of the customer and customer feedback strategies to improve customer service and enhance customer loyalty
• How focussing on taking a holistic view of customers can improve your customer engagement and measurement strategies and gain competitive advantage
• How the proliferation of customer feedback and measurement channels including social media is changing how organisations interact with their customers across those channels
• The latest trends in the relationships between organisations and their customers as the voice of the customer plays an increasingly pivotal role in service and product development
• The performance and profitability benefits that can accrue from the customer insights gained from effective feedback/measurement/voice of the customer strategies
• How organisations who implement strategies that enable them to feedback positively to customers on the feedback they receive can gain market share and boost the bottom line
  

   VENUE: The Adelphi, 1-11 John Adam Street, London, WC2N 6HS  Directions

• Customer Feedback/Measurement/Voice of the Customer, 21st March, London  REGISTER

• Social Media and Mobile Customer Engagement, 16th May, London

• B2B Customer Engagement, 20th June, London

• Multichannel Customer Engagement, 26th September, London

• Customer Engagement in Financial Services, 11th October, London

• Employee and Customer Engagement, 5th December, London

• Multichannel for Contact Centres Forum, 26/1/2012
• Employee Engagement Forum, 8/12/2011
• Strategy & Measurement Forum 3/11/2011
• Finacial Services Forum 13/10/2011
• Multichannel Directors Forum 29/6/2011
• B2B Customer Engagement Directors Forum 11/5/2011
• Social Media & Mobile Engagement Directors Forum 3/3/2011 
• Employee Engagement Directors Forum: 25/11/2010