Annual Customer Experience Management Summit 2014

The 5th Annual Customer Experience Management Summit will provide a platform for you to explore all things CEM, such as Big Data, Churn Reduction, improved Customer Centricity, omni-channel strategies and much, much more!
Here you will examine the effect of market turbulences and challenges on customer experience focusing on customer centricity, on the entire customer journey, not individual experiences, and at the same time discuss how to empower sales, support, customer service, and marketing to work together to create a unified, reliable experience, and provide real customer service “secrets” on how to outline the customer experience you want to deliver - for CEM Professionals in the Banking, Retail, Pharma, Telecom and Travel industries!

Key Topics
• Customer journey from emotional perspective
• How to leverage customer insights to personalize experiences
• How different types of omni-channel services can improve the customer experience
• Customer profitability, moving from acquisition to retention and customer loyalty
• How to optimize channel usage (social, digital,agent etc.) to meet service cost and loyalty objectives
• Improving customer loyalty and satisfaction by embracing customer complaints
• How to make multiple sources of customer data work together