here. - Business Reporter

“Full of energy
and enthusiasm”
~ Head of Sales and
Commercial Development,
Gilt Edged Promotions
10 May 2016, customerfocuslive.com
SPONSORED BY:
AUDIENCE
By seniority:
By sector:
CXO
Business Development Director
Finance
Industry Association
Commercial Director
Customer Ops / XP Director
Manufacturing / Construction
PR / Comms
Customer Ops / XP Manager
Editor
Public Sector / Charity
Publishing
Head of Insight / Research
Marketing / Digital Director
Retail
Technology
Operations Director
Utilities
9%
4%
10%
“Useful event –
good range of
topics”
6%
8%
10%
8%
4%
6%
~ Head of Customer
Experience, CoOperative Energy
29%
20%
19%
5%
8%
32%
6%
13%
3%
Companies included:
American Express, Aston Martin, Auto Trader, AXA Wealth, B&CE, Bang & Olufsen, Barclays, British Gas, Brookfield Rose Group, BT, Buckinghamshire County Council, Bupa Global, Call
Centre Helper, Calmac Ferries, Cambridge City Council, Cancer Research UK, Carillion, Cedar Dean Group, CollectPlus, Construction Specialities UK, Coventry Building Society, CX Magazine,
Dell, Direct Line Group, Dow Jones, Emerald Group Publishing, Environment Agency, Euromoney Institutional Investor, Family Mosaic, Financial Ombusdman Service, Ford Motor Company,
Goodwood Estate, Great National Hotels & Resorts, Hexagon Housing Association, Holiday Extras, hotelshopUK, iNGRID, Inspired Thinking Group, Invest Northern Ireland, Ipsos Loyalty, JD
Williams, LateRooms.com, Leeds Beckett University, LifeSearch, Lloyds Banking Group, Loyalty Magazine, LV=, Marks & Spencer, Melia Hotels International, Network Rail, Park Group,
Quidco, RBS, RSA, Smith & Nephew, Springer Nature, St James’s Place Wealth Management, Staffordshire County Council, Stagecoach Group, Standard Chartered Bank, Start Up Loans
Company, Telegraph Media Group, The Cooperative Energy, The Entertainer, The Institute of Customer Service, The Royal Mint, The Wine Society, Travelzoo, Unipart, Westfield Europe
HOW DID THE AUDIENCE RATE OUR 2016 SPEAKERS?
 2016 speakers included:
Excellent
10%
Fair
17%
Good
37%
Very good
36%
“Well organised,
variety of
speakers”
TOPICS REQUESTED FOR 2017:







Omni-channel and the voice of the customer
Influencing change in your world
Business based on CEXP
Training needs of employees
Best strategies for responding to complaints
B2B customer service analysis
Training to deliver
~ Coleg Cambria

Director of Customer Experience, Institute of Customer Service

Head of Strategic Operations, LV=

Head of Customer Services, Cambridge City Council

Head of Customer Strategy & Experience, Direct Line Group

Customer Operations Director, Quidco

Head of User Experience, LateRooms.com

Head of Customer Insight, BT

Director of Customer Experience, American Express

Director of Global Marketing & Communications, Aston Martin

Director of CX, Bang & Olufsen

Customer Experience Director, Auto Trader

Chief Operations Officer, Great National Hotels & Resorts

Leadership Coach, RBS

Partner, 383

Global Social Media Support Senior Manager, Dell
If you are interested in addressing these topics, or want to
propose another subject, contact:
Alice Macklin, Event Producer,
[email protected]
CONTACT US
For speakers and topics:
Alice Macklin, Event Producer
[email protected]
0208 349 6494
1.
To innovate, forget about HOW people use your product and focus on WHY they do, what their goals are.
2.
Customer don’t have a preferred channel of choice – they have a need in the moment.
3. Don’t wait to be asked. Treat people like family and make it feel special.
4.
The purpose of self-service is not to deflect but to attract.
5.
To avoid social media mishaps, “think twice, tweet once”.
6.
Products are commoditised – service is the differentiator.
7. Don’t just know who your customer is – predict why they need to contact you.
8. Efficient, consistent processes plus energised, empowered people leads to good customer care.
For media partnerships:
Ivan Ujvari, Marketing Manager
[email protected]
0208 349 6493
“We enjoyed CX
Live - some great
talks and
workshops”
For sponsorship opportunities:
~ Tank PR
Grant Scheffer, Project Manager
[email protected]
0208 349 6478
We look forward to seeing you at
www.customerfocuslive.com
Customer Focus Live Summit in February 2017!
www.customerfocuslive.com