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4th Annual Customer Experience Management Conference 2011

Customer Experience Management 2011 

Smartmanager readers receive a 10% discount on the standard price. 
Quote SMCEM2011 when registering.

IQPC’s 4th Annual Customer Experience Management 2011 in Sydney is your chance to get insight across industries on the latest innovations and best practice strategies for all your customer touchpoints and channels.

The Event will deliver you the opportunity to learn from and network and benchmark with industry leading Customer Experience experts to gain insights, identify opportunities and take away key strategies for successful customer experience management.

Location: Dockside, Sydney, New South Wales, Australia
Date: 19 – 21 April 2011

Get ahead of the competition with strategies & insights from top Customer Experience professionals. Book today!


Speakers for Customer Experience Management 2011 

Russell Durnell, General Manager, PALAZZO VERSACE
Maryna Pienaar, Chief Customer Officer, iiNET
Ian Muir, Chief Experience Officer, WESTPAC
Michael Paul, Chief Executive Officer, PACK & SEND INTERNATIONAL
Adam McArthur, General Manager, MOSHTIX/FOXTIX
Russell Nickson, Senior Vice President, AMERICAN EXPRESS
Craig Lee, Head of Customer Experience & CRM Programmes, EMIRATES (DUBAI)
Chris McDermott, Head of Customer Experience & Channel Strategy, KIWIBANK LIMITED (NEW ZEALAND)
Jules Scarlett, Director Customer Service and Satisfaction, TELSTRA
Dr. Shayne Silcox, Chief Executive Officer, CITY OF MELVILLE
Kristin Haynes, Head of Customer Experience Design and Implementation, VODAFONE HUTCHISON AUSTRALIA
Brett Whitford, Executive Director, CSIA – CUSTOMER SERVICE INSTITUTE OF AUSTRALIA
Karen Wynn, Head of Customer Experience, BUPA AUSTRALIA
Lachlan Burns, General Manager Consumer Sales & Marketing, PRIMUS TELECOMMUNICATIONS
Cyrus Allen, Consultant, CUSTOMER EXPERIENCE ADVISORY
Dr. Damian Cotchett, Head of Customer Experience and Business Support, Consumer Cards and Unsecured Lending, ANZ
Jacinta Mulholland, Group Manager Customer Experience, SENSIS
Michael Yeldayo, Customer Experience Manager, Customer Contact Centre, ST GEORGE BANK
Judith Sturman, General Manager Customer Service, Sector 1: Eastern Suburbs, Illawarra & South Coast, Service Delivery, RAILCORP NSW
Ken Dixon, General Manager, Group Sales & Service Support NSW/ACT, COMMONWEALTH BANK
Garry Wheelhouse, Head of Social Media, HARVEY NORMAN
Ean van Vuuren, Head of Consumer Online, Retail and Business Banking, WESTPAC
Saheed Osikoya, Customer Service Coordinator, ROCKDALE CITY COUNCIL
Paul Cahill, General Manager Customer ServiceiiNET
Charles E. Crouch, Online Business Consulting, Lecturer in e-Business, BOSTON UNIVERS


What Will You Take Away from Customer Experience Management 2011?

Through extensive consultations with your industry peers we have established key strategies you can take away for:

  • Tackling the break-down points of your customer experience to achieve excellence
  • How to design the ultimate customer experience strategy
  • Mastering the challenge of successful multichannel CEM to be the full-service provider of choice
  • Building a customer focused organisation to deliver the true customer and brand experience of today
  • Utilising customer intention modelling to improve service loyalty and customer satisfaction
  • Building and executing efficient multichannel customer experience to differentiate from competition
  • Utilising social media as a tool to deliver real business results
  • Empowering your employees to create exceptional customer experiences
  • How to motivate frontline staff to ensure and maximise customer service consistency
  • Living your CEM strategy in your organisation to ensure full engagement and buy-in by all employees
  • How to measure customer experience and satisfaction to drive CEM strategy improvements
  • Measuring CEM effectively to act quickly with resolving customer issues


If your job includes one or all of the following responsibilities, you cannot afford to miss this event:

  • Designing and creating the Customer Experience
  • Aligning CEM and brand strategies
  • Tackling the break-down points of customer experience
  • Managing multichannel CEM strategies
  • Building a customer focused organisation
  • Utilising Social Media for CEM strategies
  • Managing, training and motivating customer service staff
  • Creating business cases for CEM strategies

 
Who will you meet at Customer Experience Management 2011?

This cross industry event will bring together senior-level professionals from the industries with large customer bases including Finance, Telecoms, Government, Transport, Utilities, Fast Food, Hospitality, Hotel, FMCG and Retail  involved in:

  • Customer Experience
  • Customer Service
  • Marketing
  • Strategy
  • Customer Care
  • Customer Relationship Management
  • Call and Contact Centres
  • Online 
  • Multichannel
  • Customer Retention and Loyalty

Smartmanager readers receive a 10% discount on the standard price. 
Quote SMCEM2011 when registering.

Visit the website and download the agenda here

To Register:
Call Judy Hizon: (02) 9229 100
Email: registration@iqpc.com.au 
Visit: www.customerexperienceevent.com.au

 

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