Customer Engagement Strategy and Measurement, 3rd November, London

The Customer Engagement Strategy and Measurement Directors Forum will look at the issues and challenges facing organisations operating in a multichannel environment - where obtaining a single view of the customer is an increasingly complex yet vital component of customer engagement strategy and measurement.

Theme: 'How to gain a robust insight into your customer operations and strategy for maximum return'

Delegates will learn:

• How gaining a single customer view can enhance your engagement and measurement strategies
• How world class organisations are using engagement measurement to improve service and improve the bottom line
• How to gain the customer insight and understanding needed in a multichannel environment
• How to differentiate your organisation from others through effective customer engagement and measurement strategies
• How to measure and quantify the business benefits that come effective engagement and measurement strategies

Speakers to include:

• Simon Russell, Head of Multichannel, John Lewis (case study)
• Julian Brewer, UKRBB Digital, Head of Commercial, Barclays Bank (case study)
• Nigel Goodarce, Head of E-Commerce, Camelot Group (case study)
• Neil Mason , Consultancy Director, Foviance
• Ed O'Boyle, Global Practice Leader, Gallup Consulting
• Dr Guy Fielding, CEO, Horizon
• Michael Blastland, BBC, Guardian, journalist and internationally renowned economist
• Helen Murray, Consulting Director, EMEA, Verint

Time: 9:00am – 5:00pm

Date: Thursday 3rd November, 2011

Venue: Gallup Consulting, The Adelphi, 1-11 John Adam Street, London, WC2N 6HS

REGISTER

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 

• 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