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Day 1 | Day 2 | Day 3

DAY ONE 14 JUNE
11.30 – 12.30
Delegate registration and coffee
12.30 – 13.30
Sponsored networking luncheon
13.40 – 14.00
Welcoming and opening address
Doug Dvorak, Congress chairman
Doug Dvorak assists clients with productivity training,
corporate humor and workshops, and other aspects of sales
and customer excellence management. Doug’s clients are characterized as Fortune 1,000 companies, small to medium businesses, civic organizations and service businesses.
Dvorak holds a Bachelor of Arts degree in business
administration and a Master of Business Administration in marketing management. He has worked with leading global organizations including: Merrill Lynch; Ritz Carlton; IBM; Hyatt; ICSA; First Healthcare Associates; Eventra Software Corporation, and Florida Technology Alliance.
STRATEGY
Speakers will discuss how to build a comprehensive and effective customer management approach on a strategic level. From creating a transparent and trustworthy customer culture to examining brand perception and implementing companywide change effectively.
14.00 – 14.45  
Creating and leading the trustworthy organization  
Peppers & Rogers, Don Peppers, founder
A look at how to foster a culture of trust by focusing on the customer, Peppers will discuss measuring financial success in a way that balances short-term financial goals against long-term value creation, as well as issues of employee empowerment and creating and managing a more ethical, honest and productive organization.
14.45 – 15.10  
Turning the customer strategy into reality through capability planning  
Paradigm, a business unit of EADS Space Services, Chris Galasinski, director of Customer Operations
Creating a customer vision and a brand does not mean you are customer-centric. Aligning an organization’s capabilities to live the vision and the brand creates consistent customer experiences and internal harmony as well as improved profitability and ROCE. Like many companies, EADS Space Services knows that in today’s highly competitive market, differentiation through product or price is
no longer enough. Discerning customers want and expect more but aligning an organization to provide that in a consistent way requires more than a strategy. In this presentation, Galasinski and David Rance will explain how EADS Space Services decided on a more customer-centric strategy and how they are implementing this strategy, using Round’s capability planning tools, to ensure operational alignment and customer experience consistency.
15.10 – 15.35  
How do your customers value you?  
Ex-Gartner analyst, Jennifer Kirkby
Much has been written about customer management. Much less has been documented about what customers actually want. CRM has been abused and misused and there are faint hints of a customer backlash. This presentation looks at seven key ways to improve customer value.
15.35 – 16.05  
From strategy to reality: Turning a great brand strategy into a great brand experience  
Hilton International, Mike Ashton, vice-president
This discussion will focus on winning support from the top of an organization, removing barriers to success, and concentrating investment and effort where it really counts for the customer.
16.05 – 16.25
Refreshment and networking break
STRUCTURE & PEOPLE
A mix of independent academic analysis and industry expertise combine in this session to look at how customer centricity must become part of an integrated business approach. Staff, strategy, technology and working practices must all play a role from the boardroom to the customer interface if a company is to successfully meet its customer’s demands.
16.25 – 16.50  
Linking satisfaction to long-term loyalty: Tapping into the voice of the customer to measure impact on the bottom line  
GE Healthcare Information Technologies, Eric Shawger, customer relationship champion
GE Healthcare’s experience of a new VOC tool that is more accurate than general industry surveys. NPS or Net Promoter Score allows the customer to respond to a specific targeted survey either on a transactional or relational basis. The results go beyond the obvious satisfaction and loyalty indicators of repeat business by demonstrably indicating the impact on reduced customer defections and increased referral.
16.50 – 17.20  
10 years of customer satisfaction: A case study  
Thalys International, Béatrice Pâques, commerical director
Thalys is the company in charge of the international high-speed train linking Paris, Brussels, Amsterdam and Cologne. Thalys is a good example of how a customer satisfaction-oriented model
has been important for its specific market. Pâques shares Thalys’ experience.
17.20 – 17.45  
Harnessing cultural differences to make real customer experience improvements  
AVIS – Angie Court, director of customer service
How Avis collected and analyzed customer feedback from 11 European countries to improve its services through survey and query information. By collating this feedback and using the information in the relevant root cause areas, along with experiential knowledge and groundbreaking training techniques, Avis maximized the customer experience.
17.45 – 18.05
Panel Debate:
Is customer centricity a feasible solution?
Peppers & Rogers, Don Peppers, founder.
Paradigm, a business unit of EADS Space Services, Chris Galasinski, director of Customer Operations.
Ex-Gartner analyst, Jennifer Kirkby.
Hilton International, Mike Ashton, vice-president.
GE Healthcare Information Technologies, Eric Shawger, customer relationship champion.
Thalys International, Jean Michel Dancoisne, CEO.
AVIS, Angie Court, director of customer service.
18.15 – 19.30
Sponsored networking drinks reception on the CANNES Hilton roof terrace
DAY TWO 15 JUNE
Networking breakfast sponsored by (invitation only)

09.00 – 09.20
Review of day one:discussion and presentations. Setting the framework for day two
Doug Dvorak, Congress chairman
CRM
The scope and potential of Customer Relationship Management is vast. Some key industry experts look at different ways to handle CRM in a time- and cost-efficient manner. Other topics will include how use CRM, define what customers want and how to ensure each customer encounter is positive and profitable.
09.20 – 09.50  
From the Make/Sell model to the Sense/Respond model  
Oracle, Stephen Fearon, leader CRM application solutions IN
Customers today are finite, savvy, and expect to be treated individually, driving businesses to respond to their needs. Innovative products and efficient sales channels are a good start, but organizations need to move to a Sense/Respond model, triggering relevant engagements at the right times.
09.50 – 10.15  
How CRM can change the customer experience  
France Telecom, Dominique Soudais, customer marketing director
France Telecom shares its experiences on using CRM to help face the challenges of increasingly complex consumer demand. How the company has used CRM to cut costs and to create a unique ‘one-to-one customer relationship on a mass market’ strategy.
10.15 – 10.40  
DELIVERING high-quality customer experience from multiple geographies  
Convergys International, Stephanie Wilson, vice-president Client Services
Customer satisfaction should be the most important measure in your contact center and provide an increasingly important touchpoint to your customers. Using case study examples, this presentation will focus on success criteria and lessons learned in delivering customer satisfaction at parity or better than existing operations from offshore.
10.40 – 11.00
Refreshment and networking break, sponsored by
11.00 – 11.25  
Customer Experience-Based Action System (CEBAS) at Unisys  
Unisys Europe, Middle East, India & Africa, Barry Townsend, VP Customer Focused Business Excellence
Global IT supplier UNISYS has implemented a comprehensive feedback and action management system to ensure that it understands and responds to the needs of its customers. This session will explore how CEBAS is used to ensure that all parts of a large, complex organization are focused on delivering a great customer experience.
11.25 – 11.50  
How do you choose the right CRM system?  
CMC, Stuart Lauchlan, news & analysis editor
An up-to-the minute rundown of the CRM marketplace, the latest news from each vendor and how their position in the market should aid your choice of vendor.
11.50 – 12.15  
Delivering outstanding service across all communication channels while supporting 800 percent business growth  
TomTom, Roy van Keulen, general manager Support and RightNow Technologies, Erik Goetjes, country manager
Hear how TomTom, the multinational navigation products leader, managed to keep up high levels of customer satisfaction at minimized cost while experiencing exceptional business growth.


12.15 – 12.35
Panel Debate:
CRM – more than just technology
Oracle, Stephen Fearon, leader CRM application solutions.
France Telecom, Dominique Soudais, customer marketing director .
Unisys, Barry Townsend, VP Customer Focused Business Excellence.
CMC, Stuart Lauchlan, news & analysis editor.
TomTom, Roy van Keulen, general manager Support.
12.35 – 13.35
Sponsored networking luncheon
INSIGHT / INTELLIGENCE
As customer relationships become more sophisticated and complex, a large volume of data is collated and stored about individual consumers. Understanding what this data can tell businesses about their customers and deploying it effectively is a key component of success. A blend of case studies and focused research make up this session.
13.35– 14.05  
How the right insight and intelligence can successfully refine customer services  
Coutts & Co, Perry Littleboy, head of strategy & development
In a market where products and even service are becoming increasingly commoditized, how do private banks engross their clients? What insight and intelligence can the private banker use to illuminate the issues and challenges that today’s wealthy have to face?
14.05 – 14.30  
The legal implications for customer intelligence: what you need to know  
FEDMA, Alistair Tempest, president
The EU has regulations on data collection and processing, even if that information is not being used for marketing. Using customer intelligence for marketing raises other issues. This presentation will look at the rules behind customer quality.
14.30 – 14.55  
Do more for less: Generating consumer insights at low cost via call centers  
General Mills (Häagen-Dazs, Old el Paso), Stéphanie Demay,
international consumer relations manager
This review will look at how General Mills has: increased the number of contacts received at its call centers; generated consumer insights at low cost and even generated money for departments; improved consumer satisfaction, and found synergies between departments to increase service quality.
14.55 – 15.20  
Service Climate Management™: Conditioning the Customer Service Climate to Deliver Profitability  
Transform, Stephen Parry, Managing Director and Business Revolutionary
Stephen Parry discusses new research into the psychological make up of the employee and customer environments which create the service climate. Case studies show that climate foundation factors, such as value-definition, intelligence-sharing, innovation and leadership, result in long- term consequences that will drive profitability. Using customer-facing staff as ‘intelligence-workers’ conditions the Service Climate for high performance.
15.20 – 15.40
Refreshment and networking break, sponsored by
CUSTOMER SERVICE CONTACT
A focus on how businesses can make every customer contact a valuable one, and ensure expectations are not only met, but exceeded. A host of high profile experts share their experiences on how today’s varied communication channels can be harnessed to provide effective customer service.
15.40 – 16.05  
Implementing call center technology to improve customer experience  
Damart, Graeme Hall, head of customer services
Damart, an international supplier of clothing for the 50+ market has achieved six-figure savings and measurably improved the way it served its one-million-strong customer base. Within months of using recording and analytical software as part of a company-wide quality improvement initiative, Damart has gained unprecedented insight into the experiences its customers had when dealing with its 150-agent call center.
16.05 – 16.30  
Customer accessibility in a changing digital world: The BBC case study  
BBC, Steve Pollock, head of audiences service & operations
The BBC introduced a new complaints handling process in 2005. This involved changing the systems, as well as the hearts and minds of staff to adopt new responsibilities and working practices, and show audiences the BBC remained accessible in a changing digital world.

16.30 – 16.55  
Transforming contact centres to become more customer-centric  
BT, Carol Borghesi, 21st century Network Service Delivery
As MD of customer contact for BT, Carol Borghesi embarked on a transformation program to cut costs and complexity while maintaining employee satisfaction and raising customer satisfaction. A look at how contact centers can be transformed into more customer-centric functions and insights from the entire BT program.
16.55 – 17.25  
Changing the rules on customer service – allow the rhetoric to meet the reality  
Call Contact Association, Anne Marie Forsyth, chief executive
An insight into how the adoption of continuous improvement models can assist in closing the gap between organization and contact center and improve the overall customer experience.
17.25 – 17.50  
Monitoring customer satisfaction and service levels across international call centers anD helpdesks  
Derek Williams, CEO of SOCAP interviews Joseph Tabet, director of ModusLink
There are many ways to monitor your call centers and helpdesks internal KPI’s, from calls per minute through to first call resolution, etc, but what do your customers think of your staff and the services they deliver? This session will discuss the benefits of having call centers assessed by external agencies to provide comparable, impartial, accurate and timely results, demonstrating why there are many reasons for an external viewpoint.

17.50 – 18.15  
TO BE CONFIRMED  
 
TO BE CONFIRMED

18.15 – 18.35
Panel discussion: Is good customer service really rocket science?
Coutts & Co, Perry Littleboy, head of strategy & development.
FEDMA, Alistair Tempest, president.
General Mills (Häagen-Dazs, Old el Paso) – Stéphanie Demay, international consumer relations manager.
Transform, Stephen Parry, Managing Director and Business Revolutionary.
Damart, Graeme Hall, head of customer services.
BBC, Steve Pollock, head of audiences service & operation.
BT, Carol Borghesi, 21st century Network Service Delivery.
Call Contact Association, Anne Marie Forsyth, chief executive
SOCAP, Derek Williams, CEO.
18.35 – 19.30
Sponsored networking drinks reception on the CANNES Hilton roof terrace
DAY three 16 JUNE
09.00 – 09.20
Review of day two: discussion and presentation. SetTING the framework for day three
Doug Dvorak, Congress chairman
LOYALTY SATISFACTION EXPERIENCE
Turning a positive customer experience into a consistent loyal relationship is just one of the topics covered in this session. Other presentations will look at how effective loyalty schemes can impact on profitability and heighten brand awareness. The session will close with a panel debate on how to keep customers coming back for more.
09.20 – 09.50  
The dynamics of customer management  
Manchester Business School UK, Professor John Murphy, Alfred McAlpine professor of customer management  
Most of today’s companies are flirting with the concept of getting closer to customers. Their efforts are often aggravated by a complexity of policies, processes, systems and bureaucracy. Professor Murphy will expand the logic of customer retention and introduce his proprietary Customer Management Integration Framework, which facilitates essential strategies for this process.
09.50 – 10.15  
Your call is important to us!  
Nestlé, Sylvie Chaniolleau, global consumer services manager, Strategic Generating Demand Unit
Nestlé has developed a strong consumer excellence vision to bring the brand to the heart of the consumer. The goal is to consider the consumer as unique and make them feel recognized, understood and especially listened to through all touchpoints. Showing a few case studies Chaniolleau will explain how by listening and understanding the consumer you can improve products, succeed with new launches, and feed the innovation/renovation pipeline.
10.15 – 10.45
Refreshment and networking break, sponsored by
10.45 – 11.10  
Keeping your brand on top  
Travelodge, Rachel Dawson, head of marketing
Dawson will offer her perspective on how to keep a brand at the forefront of consumer’s minds. With a £20 million re-brand exercise completed in early 2005, Dawson will highlight how the hotel chain encourages brand loyalty and the impact of the organization’s consumer champion reputation.
11.10 – 11.35   
Loyalty programmes: Coalition or standalone? Manage in house or outsource?  
Nectar (Loyalty Management UK), Steve Lobb, director of business initiatives
Using case studies from Nectar and other international programs established by LMI, we will discuss the advantages and pitfalls of joining a coalition loyalty program versus establishing your own.

11.35 – 12.00  
The secret of winning lasting customer loyalty  
Lyn Etherington, co-author of ‘Customer Loyalty, a guide for time travellers’
The pressures of modern life are creating the biggest market opportunity of the last 50 years. Etherington will explain how organizations that respond to these pressures will grow profits faster than their competitors – through creating more
loyal customers.