March 22 - 24, 2010, Trump International Beach Resort, Miami, FL
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Increasing Customer Satisfaction and Retention by Identifying New Trends in Customer Behavior, Developing and Applying Next-in-Class Metrics and Measurements
March 22-24, 2010
Trump International Beach Resort, Miami, FL
Bring Your LSS Colleagues and Take Advantage of BOTH Events!
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Customer experiences are based more on emotions and less on usability and values. Thus, their expectations are varied and more easily influenced by a more diverse set of factors. These aren’t always under your control and often times are extremely difficult to track. This session will help you understand how tackling this from the points of contact that you can control and how utilizing a blended approach can ensure that you aren’t missing any opportunities to make customers help brand your company for you!
Elaine Del Rossi
Client Experience Officer
Customer experience leaders like Harrah’s, Intuit, and Southwest
embraced the Service Profit Chain model, made famous in the 1994
HBR article, “Putting the Service Profit Chain to Work”. More
recently, thought leaders in the space have evolved the thinking
towards the concept of customer engagement and associate
ownership. This session with highlight:
Executive Vice President, Services and Customer Experience
Capital One Bank
Based on feedback received from you and your peers, the Blue Sky Session has been specially designed to allow senior customer experience executives to engage in a dialogue on how customers are quantifying their experience through more informal and unstructured basis. And how that has in turn enabled a whole new customer experience!
In addition to the best-in-class and next-in-class, top executives will provide their insights on the future direction of innovation with emphasis on:
Brad Nichols Senior Vice President and Global Head of Customer ExperienceThomson Reuters
Gina Rossi Vice President, Marketing & Brand DevelopmentOneida Savings Bank
In today’s business environment, the customer’s positive experience from your employees can be the key difference that determines their loyalty. This is particularly important at the telephony platform interaction level where your employees and customers meet face to face on a daily basis. Building a culture internally that translates into powerful interactions can greatly contribute to the bottom line results of your business. Emphasis will be placed on:
Jo Anne Dragoun Vice President, Customer CareAon Integramark
Jim Kraemer Vice President, Customer ExperienceAon Integramark
Aligning your business with a worthy cause is not only a smart
business move, but a socially responsible one. More than 75% of
1,100 consumers polled in August 2008 said companies should
still support social or environmental causes and non-profit
organizations during an economic downturn. This session with
With the rising excitement of increasing and more transparent touchpoints, is the government going to rain on this future, or shine on its potential? Tim Searcy will take a humorous and insightful look at past, present and proposed regulation around the customer experience. This session is a must see for anyone interested in scoping technology and designing programs that will satisfy customers and regulators at the same time.
American Teleservices Association
A panel of experts will break down the key tools and activities
that have had the greatest impact on their respective business
models. The panel will also brainstorm next-steps and outline
potential solutions for the conference participants to take with
them and apply to their own practices. Points of discussion are as
Rick Otero Executive Vice President, Services and Customer ExperienceCapital One Bank
Darin Phillips Director, Customer ExperienceBayview Financial
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