Customer Experience Exchange Europe

18 - 19 November, 2014

Hilton, Amsterdam, The Netherlands

Developing the Right Customer Experience Strategy Today to Drive Future Business Growth

There’s no denying that in today’s connected world the customer is king - yet whilst many organisations are adopting this mantra, siloes and fragmented roles mean that in practice, few are behaving in a customer-centric manner. Increasing costs and the need to streamline can also adversely affect customer and employee experiences.

So how do you safeguard the future of your organisation and ensure that your customer experience initiatives are resulting in customer acquisition, increased loyalty and profitability?

The 2014 Customer Experience Exchange directly addresses these issues in a unique format. Combining in-depth, real-life case studies, strategic interactive discussions, expert panellists and cutting edge research, this two and a half day Exchange goes beyond generic recommendations and instead will address the most pertinent questions facing attendees.

Join us in November and have the unique opportunity to be a part of this exclusive invitation-only event.

The Expert Speaker Panel for 2014 Includes

Metro Bank
Chris Brindley
Managing Director
Metro Bank
Coca Cola
Guido Rosales
Europe Group Integrated Marketing Director
Coca Cola
Philips
Miguel Angel Hernanz
Senior Director, Head of Customer Care MG Europe and APMEA
Philips
Shell
Giorgio Delpiano Benedetto
General Manager Europe West & South Africa
Shell
Orange
Fabrice Andre
SVP Quality and CSR
Orange
Volvo
Andreas Schlegel
Global Director Network Development
Volvo
KPN
Jaap Postma
EVP Consumer Market
KPN
RBS
Ciara Govern
Global Head of Customer Experience
RBS
Vodafone
Barbara Cominelli
Director of Commercial Operations
Vodafone
Lufthansa
Dorothea Von Boxberg
Director, Passenger Experience Design Business & Premium
Lufthansa
PAUL
Darren Williams
Commercial Director UK
PAUL
Maersk Group
Rune Sorensen
Head of Brand & Customer Insights
Maersk Group
Hutchinson 3G
Anneke Richardson
Head of Customer Design & Planning
Hutchinson 3G

Media Partners
Independent Research Partner
Forrester
Media Partners
Customer Experience Magazine
Retail Gazette
Loyalty Magazine
Customer Management IQ

Top Downloads

  • 2013 Post Event Report2013 Post Event Report
    Take a look at last years Post Event Report to see what topics were covered, together with a little more about what to expect in November 2014
  • Understanding Customer Experience LeadersUnderstanding Customer Experience Leaders' Top 10 Investment Priorities for 2015 and Beyond
    Ahead of the 2014 Customer Experience Exchange, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience business challenges and which tools and solutions they plan to invest in over the next 12 - 18 months to safeguard the future of their organisations, and to ensure their customer experience initiatives are resulting in increased customer acquisition, loyalty and profit.
  • Saving the world one customer at a time!Saving the world one customer at a time!
    Download this exclusive comic ebook to find out what our customer experience heroes have to say including:

    >> Google's Head of Retail discusses the key to customer advocacy;

    >> Vodafone’s Group Head of Customer and User Experience sharing her insights on what is the biggest and most effective way to continue the customer experience success; and

    >> First Gulf’s SVP Consumer Experience explains some of the key elements to integrating the customer into the DNA of the business.
  • The Customer Experience Exchange Europe Pre-Event Report The Customer Experience Exchange Europe Pre-Event Report

    In today’s connected world the customer is king. Customers are more demanding than ever before and organisations must remain as innovative as possible to ensure they meet rising consumer expectations. However, organisational silos and fragmented roles of customer experience mean that in practice, few brands are truly behaving in a customer centric manner. Increasing costs and the need to streamline can also adversely affect customer and employee experiences.

    In November 2013, the Customer Experience Exchange Europe connected 70 senior VP’s and Directors of Customer Experience with a selection of the industry’s leading solution providers and analysts to find solutions to these very challenges.

    There were a number of key learning points and investment priorities recorded from the attendees which are detailed in this report.

    Ahead of the 2014 Exchange, insights into what constitutes an excellent customer experience, together with the do’s and don’ts of a winning customer experience strategy have also been collected

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