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The 6th Annual

Customer Focus Summit 2017


23rd May 2017, London W8

The Customer Focus Summit is a must-attend event for all senior professionals interested in customer experience, brand management, social media, and service delivery.

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Add to My Calendar 2017-05-23 09:00:00 2017-05-23 18:00:00 Europe/London Customer Focus Summit 2017 The 6th Annual Customer Focus Summit 2017 is now the largest and most comprehensive cyber security summit in Europe London, United Kingdom Business Reporter s.ellis@business-reporter.co.uk

CUSTOMER FOCUS SUMMIT 2017 PROGRAMME HIGHLIGHTS

speaker photo

Ian Macrae

Director of Consumer Policy, Ofcom

Jonathan James

Head of Customer Services, Cambridge City Council

Jonathan James is an Environmental Health practitioner by background and has had the unique experience over the past 25 years of working within a cross section of public sector roles spanning a range of service areas including strategy development, programme and project management, customer service and operational management. Since 2004 he has successfully led significant…

Annich McIntosh

Editor, Founding Director, Loyalty Magazine, Loyalty Magazine Awards

Annich McIntosh is a publisher of business titles, an investigative journalist and writer with an addiction to asking the big questions. She is a regular chair and facilitator at major conferences. She is particularly interested in the customer-facing perspective, especially loyalty and customer retention, the role of marketing and data analysis, the relationship between payments…

Future-proof your business: customer service strategies for 2020 and beyond

Customer service hasn’t changed radically over the last few years. The technology largely stays the same, and the evolution has very much been driven by changing customer expectations as the next generation of customers expect faster, more personalised service at every touchpoint.

Over the last few years companies have started building service up to be part of their entire brand, something to be practised across the whole company, rather than just the responsibility of one department or call centre.

The Customer Focus Summit is a must-attend event for all senior professionals interested in customer experience, brand management, social media, and service delivery.

The agenda looks at the innovation needed in the industry, particularly around meeting expectations and breaking out of silos to create a more flexible service attitude right across the company before splitting into two distinctive streams:

WHAT TO EXPECT

STREAM 1: TECHNOLOGY & ORGANISATIONAL TRANSFORMATION

STREAM 1: TECHNOLOGY & ORGANISATIONAL TRANSFORMATION

TOPIC OVERVIEW:

The technology and organisational transformation stream will look at improvements in technology, changing staff training requirements, and finding a balance between the human service element and technological solutions for customer handling.

Learn from case studies of transformation programmes that have worked – both for staff training and technology – and take a look at what will be required from service staff going forward.

 

Perfect for: Head of Call/Contact Centres, Head of Service Delivery, Head of Customer Relationship Management, Head of Communications or Head of Client Operations

STREAM 2: CONSUMER BEHAVIOUR AND ANALYTICS

STREAM 2: CONSUMER BEHAVIOUR AND ANALYTICS

TOPIC OVERVIEW:

The consumer behaviour and analytics stream will look at consumer lifecycles, the connection between brand and loyalty, and using data analytics to track engagement and ROI.

Learn how to use data to understand where, when, how and why the consumer interacts with the brand, allowing for better forecasting of interests, a clearer understanding of brand loyalty, and tracking metrics for engagement and ROI.

Perfect for: Chief Marketing Officers, Head of Brand Loyalty/Engagement, Customer Insight Directors, Heads of Brand or Communications Director.

Key takeaways:

Anticipating changing customer expectations

Keeping brand loyalty alive

Developing service strategies to cater to changing consumer lifecycles

Building an effective multi-channel strategy

Designing customer-centricity into the organisation and product from the start

Delivering the right service in the right channel at the right time

Customer Focus Live is the only established international event that brings together the industry’s foremost innovators in Customer Experience. With a global footprint, the mandate of speakers at the CFL is to inspire, engage and challenge the audience to be better in a highly competitive marketplace.

The programme, carefully curated by the team of Business Reporter, highlights organisations that stand-out in their customer-centric approach, yet also features those trying to change perceptions, traditions and strategy to transform their organisation for a new customer-centric era.
In 2017, this summit will be co-located with the Digital Content Summit giving you the opportunity to compare notes with digital marketing experts on how to communicate effectively with your audience, best practices in multi-channel communications, and using data to fully understand what the consumer wants.

Join your cross-industry peers and soak up all the knowledge from 20+ top notch speakers including BT Global Services Innovation Team, Dublin Airport, KPMG Nunwood, LUX Hotels & Resorts, National Grid, Ofcom and Orange.

Registration

For a limited time only you can join for only £599 for private sector or £449 for public sector.  Register now or for more information call Lace on 020 8349 6458 or email Lace.b@business-reporter.co.uk.

We look forward to seeing you in May!

TESTIMONIALS FROM CFS 2016
  • Having attended two “Customer Focus Lives”, the variety of speakers, topics and peer to peer discussions are useful to share ideas, learn from others and take time out to identify where next to improve our Customers Experience

    Head of Customer Experience, CollectPlus

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ADDRESS

2 – 24 Kensington High Street

Kensington

London

W8 4PT

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CONTACT

s.ellis@business-reporter.co.uk (Enquiries)

g.scheffer@business-reporter.co.uk (Sponsorship)

+44 208 349 4363

 

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