www.CustomerManagementExchange.com
“With an uncertain economy, cutting costs and streamlining operations are at the front of all of our minds. This is why we’re seeing more and more clients choose the option to sponsor more than one Customer Management Exchange, where you can be assured of what to expect in terms of quality and audience, putting you in a strong position to measure and demonstrate your marketing ROI.”
Abi Manders, Global Head of Products, CM Exchange Network
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CustomerManagementExchange Network
CustomerManagementExchange Network
“We’ve had a great time here. It’s been a superbly managed event and having met some 14 people from 12 companies, we’re meeting 6 of those
companies next week – that’s a success for us”VP Sales & Alliances, Aurix
Solution Provider Information Pack
+44 (0)207 368 9484 | [email protected]
What is an Exchange?
An Exchange is a unique, invitation-only meeting driven by pre-scheduled business meetings, between active decision makers and the market’s leading solution providers.
Thought-provoking presentations, executive roundtables and innovative networking opportunities round out the agenda, resulting in three days of focused, structured business development.
Unlike traditional conferences or tradeshows, the primary focus and benefit of the Exchange is new relationships being forged and existing partnerships enhanced.
At an Exchange, you are guaranteed to meet with a 100% buy-side delegate audience who have an active requirement and budget for Customer Management solutions.
Benefits of Sponsoring the Customer Management Exchange Portfolio
Taking advantage of the opportunities provided by the Customer Management Exchange Portfolio also allows you to:
• Help shape the agenda in terms of content and formats• Influence the target audience and speaker panel based on your key customers and prospects• Add a question to the profile form that is relevant to your business offering • Lock in preferred speaking options and positioning within the agenda• Receive multi-event discounts• Utilise a dedicated Account Manager as your single point of contact
“One of the best opportunities to meet some of the top Directors in Europe, within days of the event we
had been contacted by prospects wanting to see us” EMEA Sales Director, Silver Lining
Tailored Marketing Opportunities: In addition to the above benefits, as a Partner of the Exchange Portfolio, you can take advantage of our complimentary marketing services and:
• Gain greater control over who you have access to at the event • Improve, update and expand your contact database • Take advantage of additional branding and a higher profile in the market prior to the event • Be seen as a proactive thought leader and major player to those who matter most in your market • Deepen your understanding of activity in the market place and critical pain points of your core target clients
CustomerManagementExchange Network
CustomerManagementExchange Network
+44 (0)207 368 9484 | [email protected]
CustomerManagementExchange Network
CustomerManagementExchange Network
Customer Management Exchange Network Events Calendar 2014/15
Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience and Customer Strategywww.CustomerExperienceExchange.com
Customer ExperienceExchangeEurope
Executive CustomerContact Exchange
Delegate Audience: VPs, Directors and Heads of Customer Service, Customer Support, Operations, Retail and Contact Centres www.CustomerContactExchange.comMANCHESTER
Delegate Audience: Chief Customer Officers and VPs/Directorsof Customer Experience, Customer Strategy, Customer Service,Marketing and Retail Operations from Telecoms organisations onlywww.CXExchangeTelecoms.comLONDON
Customer ExperienceExchange for Retail
Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience, Customer Strategy, Customer Service,Marketing and Retail Operations from retail organisations onlywww.CustomerExperienceExchangeRetail.comLONDON
AMSTERDAM
Delegate Audience: VPs, Directors and Heads of Customer Service,Customer Support, Operations, Retail and Contact Centers www.CustomerContactExchangeUS.com
MIAMI
LONDONMARKETINGDIGITAL
Exchange
Delegate Audience: CMOs and VPs/Directors of Marketing, Digital Marketing, Mobile Marketing, Social Media and eCommercewww.DigitalMarketing-Exchange.com
Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience and Customer Strategywww.CustomerExperienceExchangeFSUS.comNEW YORK
Delegate Audience: Chief Customer Officers and VPs/Directors of Customer Experience and Customer Strategy from Financial Service organisations onlywww.CustomerExperienceExchangeFS.comLONDON
Customer ExperienceExchangefor Financial Services
Delegate Audience: VPs, Directors and Heads of Customer Insight, Big Data, Analytics, CRM and Loyalty plus Chief Data Officerswww.CustomerInsightExchange.com
LONDON
Customer ExperienceExchange for Telecoms
+44 (0)207 368 9484 | [email protected]
Who Attends? Some of the Speakers and Advisory Board Members from 2012 include:
Plus a selection of executives who have attended 2012 Exchanges include:
“Excellent contacts with very senior execs from various
industries” Director, Arvarto
Anne Grim, MD, Global Head of Client Experience, Barclays Wealth
Claire Burns, Chief Customer Officer, MetLife
Martin Glenn Group Chief Executive Officer Birds Eye
Wendy Schratz, Director of e-Experience, BSkyB
Sarajit Mitra Global Head of Marketing & Client Experience HSBC
Max Kelly Managing Director Virgin Insight
Ingrid Lindberg Chief Experience Officer Prime Theraputics Cigna
Sally Cowdry Marketing Director O2
Mori Tehrani Global Head of Contact Centre Technology, Barclays
Ica Van Eeden Chief Customer Officer Sun International
Hazel Fagon VP & Head of Customer Service Support Visa
Chris Aubrey Vice President, Global Retail Marketing, Adidas
Philippa Snare CMO Microsoft UK
Jo Moran Head of Customer Service Marks & Spencer
Muriel MacCallum, Customer Strategy & Marketing Director, Bupa International
Nick Eades Chief Marketing Officer Psion
Adriana Torres MD, Global Contact Centre Head Citi
Charles Doyle Chief Marketing Officer & VP Research Jones Lang LaSalle
Gary Fox Global Director Customer Experience Dell
Chief Customer & Marketing Officer Barclays Bank PLC
Managing Director, Communications & Brand Fedex
Group Customer Experience Director BT
Head of Global Customer Insight Vodafone
Customer Retention Director BskyB
GM & EVP Customer Delivery Europe Mastercard
Senior Vice President Marketing TomTom
Global Marketing Capability Officer Mars
Digital Marketing & CRM Director Europe Nike
Director Service Operations Jaguar Land Rover
Group Director of Customer Service & Operations Thomas Cook
Marketing Research Director Barclays Bank PLC
EMEA Customer Service, Operations & Contact Centre Director Citigroup
European Digital Marketing Director Walt Disney
Chief Executive Officer Santander Insurance
GM Marketing Operations Shell
VP Consumer Support EMEA HP
Director Service Operations Jaguar Land Rover
Global Service Director RSA
Senior Director for Commercial Systems (Contact Centre) DHL
Customer Service Director, SVP Bank of America
Customer Service Director BP
“We got what we wanted, format and management of event
exceeded my expectations” Sales Executive, Portrait Software
CustomerManagementExchange Network
CustomerManagementExchange Network
+44 (0)207 368 9484 | [email protected]
The Detail Behind the Delivery: The Exchange Profile FormActing as your pre-sales arm, the Exchange team will provide you with in-depth information for all attendees before you arrive onsite, eliminating any risk or uncertainty.
Have your best people meet your best prospects
The Exchange Itinerary As an Exchange Solution Provider, you will have the opportunity to build your own tailor-made itinerary, based on your specific business development objectives.
Over the course of the Exchange you will have 10 or 20 private one-to-one business meetings depending on your package, with each meeting lasting up to 30 minutes, and your itinerary for the event will look something like this.
Company Name: SAMPLE PROFILE FORM
Name: XXX Job Title: Global Head of Service Delivery
Direct: XXX Website: XXX
Mobile: XXX Address: XXX
You will have access to
all of these completed
3 weeks prior to the
meeting, so you know
exactly who you are
meeting and where they
are looking to spend
How long have you been in your current role? 3 years
Personal strategic responsibility Responsible for strategic development for all commercial systems
In geographic terms, where do you have strategic responsibility
Global
Company’s main activity Financial Services
Job title and name of person you report to XXX
Customer Service Director XXX
Name of primary decision-maker in your line of business
XXX
CMO / SVP Marketing XXX
Projects of Interest
Your top 3 challenges, and why you are seeking to address them Applicable to which functions?
Budget sign off received? Timescales needed to achieve the projects
Global Strategy Yes Less than 12 Months
Our vision over the next 3 years Customer Service Yes 12-24 Months
Managing the complexity of different regulatory environments, especially in the far east, controlling the information that is produced.
Multi Country Regulations Yes Ongoing
About You & Your Organisation
Solution Providers
Which solution providers are you currently working with?
Which solution providers would add value to your time at this meeting? Social Media, segmented services models, Customer Complaints, Multi Channel Integration & new communication capabilities (chat, SMS, etc)
What will you be investing in within the next 6-12 months? Social Media, Customer Satisfaction, Multi Channel, Complaint Handling
What is your budget for this particular product/service? The budget will be allocated from total listed below
What is your total annual customer service budget? 17.5m
Outsourcing
Have you outsourced any elements of your contact centres? If yes, which functions?
Current outsourcing partners None
Are you considering outsourcing? If yes, which functions? Not currently
Are you looking at new locations for your contact centre(s)? If yes, which locations? Not currently
Solution Provider Offerings
Interest RatingH, M, L
Performance management
Agent analytics and monitoring H X 6-12 Months As above
Speech analytics H X 6-12 Months As above
Call recording H X 6-12 Months As above
Quality/ customer satisfaction monitoring H X 6-12 Months As above
Customer feedback (VOC/ NPS/ Surveys) VH X 6-12 Months As above
Customer loyalty
Business Intelligence
Customer Complaints VVH X 6-12 Months As above
Customer Experience Management
Workforce management H X 6-12 Months As above
e-Learning
VoIP (Voice over Internet Protocol)
VH X 6-12 Months As above
Multi channel integration VH X 6-12 Months As above
SMS
Chat
Social media/ Web 2.0 H X 6-12 Months As above
Project Details Purchasing ResponsibilityTimescaleFull BudgetPartial
Executive CustomerContact Exchange
About Your Contact Centre(s)
Location (s) Which communication channels are used? Number of Seats Number of Agents
Years in Operation
Inbound Outbound Web Email SMS Other 612 Com Com
East Midlands X X X X X X 612 612 10 years +
Milan X X X X X X 462 462 10 years +
Paris X X X X X X X 327 327 10 years +
Day One
14:00 Registration15:00 Opening Keynote Address15:45 Ice-Breaker Networking16:30 Business Meeting17:00 Business Meeting17:30 Free Time18:30 Cocktail Reception20:00 Gala Dinner
Day Two
09:00 Chairman’s Welcome09:15 Session09:55 Session10:40 Business Meeting11:10 Session11:55 Business Meeting12:25 Business Meeting12:55 Lunch13:55 Business Meeting14:25 Business Meeting15:00 Session15:40 Business Meeting16:15 Session16:55 Chairman’s Close17:10 Free Time19:00 Cocktail Reception
Day Three
09:00 Chairman’s Welcome09:10 Session09:50 Session10:35 Business Meeting11:10 Session11:50 Session12:35 Business Meeting13:05 Business Meeting13:35 Lunch14:30 Business Meeting15:00 Business Meeting15:35 Session16:15 Exchange Adjourns
Access to this profile form for every Exchange delegate, 3 weeks prior to the meeting, will enable you to:
Understand the decision making unit
Know the challenges of your prospect before you meet with them
See the budget available before presenting your offering
Know where your solution ranks in your prospect’s mind
CustomerManagementExchange Network
CustomerManagementExchange Network
+44 (0)207 368 9484 | [email protected]
Partners
Sponsors of the Customer Management Exchange Portfolio:
Further strategic partners also include:
Profit from FeedbackL E T T H E C U S T O M E R D R I V E.
L E T T H E C U S T O M E R D R I V E.
L E T T H E C U S T O M E R D R I V E.
MY
CustomerManagementExchange Network
CustomerManagementExchange Network