Hear the Voice of Your Customer

Providing your customers with the highest level of quality of experience is now more important than ever as in today's competitive market, customers have more options than ever. Consumers can choose to receive their services through multiple channels such as in store or branch, over the phone, online and even through their mobile.

But do you understand your customers' needs?

Delivering the best customer experience is 2012's leading interactive 4-day platform where you will learn how to understand your customers' needs and exceed their expectations through not only good products but also emotional engagement. Listening to and involving your customers encourages ongoing loyalty to your brand and your service. Hear from international experts about real case-studies, innovative solutions and cutting-edge technologies which you can take back and implement in your organisation. Learn how to utilise tools such as social media to effectively communicate with your customers and gain your competitive edge by considering your customers voice!

Summit Focus

  • Improving multi channel customer experience to exceed customer expectations and maintain competitive edge
  • Managing employee culture and changing their mindset to develop customer-centric skills and deliver impressive service
  • Utilising social media as a tool to reach your target market at minimal cost
  • Conducting targeted research and capturing data to understand what customer satisfaction means to your target audience
  • Understanding consumer needs and trends to provide customers with ample service to increase their loyalty
  • Weighing the pros and cons of replacing contact centre operations with self service channels
  • Analysing customer feedback to understand the necessary actions to improve customer satisfaction
Who Will You Meet?
In today's competitive climate it is vital to understand and meet your customer's needs in order to maintain a healthy revenue flow in your business. This summit welcomes professionals from vertical markets.
Key Industries Include:
Retails, FMCG, Banking, Insurance, Hospitality, Telecommunications, Aviation, Automotive, Utilities, Transport, Online and of course Public services and Governments & Authorities.
Job Titles Include
CEO, COO, CSO, CIO, CMO, Chief Customer Officer

EVP, SVP, VP, Head, Director, Manager of:
Customer Experience, Customer Service, Customer Loyalty, Customer Care, Customer Intelligence, Customer Support, Customer Retention, Client Services, Consumer Affairs

Quality, Quality Assurance, Quality Improvement, Business Excellence, Business Improvement, Service Quality/ Business Support

Marketing, Strategy, Planning, Brand Management, Channel Management, Operations, IT, Online, Social Media