08.00 - 08.15 Chairman’s Recap & Introduction To Day Two

08.15 – 08.45 Revenue Or Customer Delight? How To Deliver One By Using The Other

• Find out how to meet your customers’ ultimate expectation: Moving from customer satisfaction to customer success
• Overcome the challenge of serving a worldwide community with a consistent service, product and brand
• Embrace, enhance and energise your customers’ channels of choice by optimising your range of service channels

Jay Topper
Senior Vice President, Customer Success
Rosetta Stone

08.45 – 09.15 Delighting Your Customers To Set You Apart: Dell’s Successful Strategic Plan

• Find out how Dell is committed to listening to its customers, to using that insight to make technology simpler and to create innovative solutions that deliver reliable, long-term value
• Hear the Dell story of the company’s focus on delighting customers at every interaction and measuring the impact of the customer experience using Net Promoter
• With the necessary executive support in place, find out how Dell developed strategic programmes to address customer concerns and to do the right thing for the customer
• Develop an understanding of how Dell harnesses the simplicity of NPS to help make the emotional connection for team members as they become Brand Ambassadors

Gary Fox
Global Director of Customer Experience
Dell

09.15 – 09.45 Using A Fully Integrated Multi-Channel Marketing Programme To Meet Increasing Customer Demands And Develop A Single View Of Your Customer

• Find out how to use multi-channel marketing services to consistently delivering a highly personalised customer experience
• Drive dramatic business results by recognising your customers and prospects on any channel, at any time, in real-time
• Maximise cost control by predicting customer and prospect activities, as well as your media spend
• Utilise analytics to build insight and foresight that will help you understand what drives behaviour, and predict likely outcomes

Steven Plimsoll
Vice President, Global Consulting Services – EMEA
Acxiom

09.50 – 10.20 One-To-One Business Meetings

Think Tank - Using Data to Drive Improvements: How Listening to Your Customers Can Ensure Improvement to Your Customer Experience and Bottom Line Paul Hopkins Director of Customer Service & Operations Thomas Cook

10.25 - 10.55 One-To-One Business Meeting

11.00 - 11.30 Building Customer Advocacy: How Orange Is Driving Business Transformation Across Europe

• Find out how Orange analyse the customer journey to develop an understanding of how their customers rate them versus the competition
• Establish the business case: Proving the value of improving customer experience
• Driving change: Setting the goal and incentivising management
• Support action planning by leveraging customer research to understand the core drivers of experience and identify the right steps to improve advocacy

Andrew Williams
Group Director Customer Experience Strategy
Orange

11.30 - 12.00 Creating Positive Perceptions & Meaningful Insights With “Voice Of The Customer”

• Perception does not always equal reality: Find out how Microsoft have used VOC to deliver better alignment with customer priorities and drive more valuable business engagements
• Examine a range of methods for minimising the impact of potential issues or business risks raised throughout this process
• Develop a clear understanding of who to engage with and which outreach vehicles are most effective when pushing key changes across your organisation

Abigail Rappoport-Sharan
Director Customer & Partner Experience
Microsoft UK

12.45 - 13.15 One-To-One Business Meetings

14.15 - 15.20 One-To-One Business Meetings

15.25 - 16.05 CLOSING INTERACTIVE PANEL DISCUSSION - Assessing the Business Impact of Online Social Networks & How to Manage the Change
Presented by these New Channels

Will networks like LinkedIn and Facebook be here in three years time, or will they follow in the steps of Bebo? With such a rapid pace of change, how are you capitalising on the masses of potential value delivered through social networks, whilst staying agile? This panel gives you the opportunity to ask the experts. Find out how a multitude of industry leaders are coping with this conundrum and walk away with insights into:

• What types of social networking initiatives are having the biggest impact on businesses today
• How social media can be used as a tool for collaboration and commercialisation within your business
• Changing consumer behaviours and their control over your business

Paul Hopkins Director of Customer Service & Operations Thomas Cook	Federico Cesconi Director of Business Intelligence Cablecom
Professor Morris Pentel Chairman Customer Experience Foundation	Moira Clark Proffessor of Strategic Marketing & Director, Henley Centre for Customer Management Henley Business School

16.05 - 16.15 Chairman’s Close & Exchange Adjourns

Our signature Think Tank sessions encourage discussion, debate and learning in an unscripted and informal setting. You can choose to participate in these interactive roundtable style sessions on topics which are front of mind issues. You will be able to select which Think Tanks you wish to attend and they will be incorporated into your personal itinerary. These 30 minute discussions will be moderated to ensure they stay on course and deliver maximum benefit to you – so make sure you ask questions, share your experiences and challenge each other to ensure you find a range of solutions to the immediate obstacles you face.

From Satisfaction to Emotional Engagement

In this fully interactive session you will learn how important it is to move customers beyond satisfaction and uncover practical ways of achieving emotional engagement.

• Find out what new research data tells us about emotional connections; how they work and how valuable they are
• Place yourselves on the Emotional Pyramid and discuss with others what companies can do to move from Satisfaction to Engagement

Roger Sant
VP Global Solutions
Maritz Research

Customers in Control & Their Impact on the Future of Your Business: Examining the Future of Outbound Contact in Relation to Social Media Development

• Asses key findings from recent research demonstrating the power of blog searches vs. Google
• Develop a clear understanding of why your customers can and will, change the shape of future communications
• What are you going to do about it? 5 things you can do as a large corporation to ride the tsunami of change that’s fast approaching

Professor Morris Pentel
Chairman
Customer Experience Foundation

Why Customer Loyalty is Like ‘Herding Cats’

Dean van Leeuwen
Co-Founder
TomorrowToday International

The Trials & Tribulations of Developing an Online Customer Experience

Moira Dorsey
Vice President, Research Director
Forrester

Increasing productivity, cost effectiveness and customer satisfaction through mobile workforce management and service optimisation

Steve Mason
Director West Europe
ClickSoftware

Using Data to Drive Improvements: How Listening to Your Customers Can Ensure Improvement to Your Customer Experience and Bottom Line

Paul Hopkins
Director of Customer Service & Operations
Thomas Cook

“One size fits all? – Can one experience work across many markets?”

Peter Ballard
Partner
Foolproof Ltd.