Keeping Up with Digitalisation, Changing Customer Needs and Achieving Seamless Integration of all Channels
Delivering a superior experience to customers is a powerful – arguably the most powerful differentiator that a business can deploy. And it should be part of any core business strategy. Yet in many companies, customer experience management is treated as a tactical rather than strategic issue, to the great frustration of those responsible for it.
With the digitalisation of everything the behaviour of customers is changing and one of the key questions each organisation should ask themselves is - what does that mean for our business, products and services? How do we need to adapt?
Based on the extensive research we conducted with over 100 CEM professionals, the 8th Customer Experience Management 2015 event will cover the following key industry issues you’re all facing:
- Embracing the Digital Revolution to Meet your Customers Needs
- Changing your Culture and Processes to Achieve Customer Centricity
- Achieving Seamless Integration to have a holistic View of the Customer
IQPC’s 8th Customer Experience Management event is a great opportunity to network and benchmark with your peers from different industries. The event will deliver you the opportunity to learn from and network with national and international industry leading Customer Experience experts to gain insights, identify opportunities and take away key strategies for successful customer experience management.
The case study format on the Focus Day is excellent and will enable participants to get a pragmatic view on immediate solutions to current business challenges facing organisations that utilise contact centres. Andrew Pearce, General Manager Customer Contact Centres, NAB
The Customer Experience Management Conference is an opportunity for national and international industry professionals to network and contribute their experiences and expert knowledge on how to succeed and benchmark in a dynamic environment of call centres and for ever changing channels associated to customer service and experience. Arna Holden, General Manager - Customer Experience, NUBIAN WATER SYSTEMS
The Customer Experience Management conference in 2012 is the calendar event of the year for anyone looking at customer experience management strategies. The quality of speakers and content will provide a number of outcomes to equip you with the knowledge and case studies to make a difference for your organisation and customers. Joshua Cameron, Customer Experience Manager, SIGNET
After attending the IQPC CEM Conference in 2011, I was keen to follow this up in 2012. The opportunity to present a few new ideas and concepts is compelling and I am very pleased to be involved. CEM is a crucial aspect of business and our ability, as leaders, to drive improved CE performance and results is both exciting and rewarding. The opportunity to learn, challenge existing concepts and share ideas with like-minded professionals in the field is my primary reason to attend this year’s CEM conference. For these reasons and more I recommend other CEM experts and business leaders to attend also. Steven Riddle, Customer Experience Leader, GE MONEY
A growing expectation of personalised service has been identified by the CSIRO as one of 5 mega trends; if at all possible customer experience is becoming even more important.Greg Benson, Contact Centre Manager, WINE SELECTORS