Experience - 6th Customer Experience Management 2013

More than
20 case
studies
KEY SPEAKERS
5th Customer
Experience
Management 2012
Transitioning Customer Experience into the 21st Century
www.customerexperienceevent.com.au
Make the most of your time out of the office with the
comprehensive Focus Day and 2 interactive workshops:
Dirk Hofmann
Director, Consumer Data and Interaction
NOKIA (FINLAND)
Craig Lee,
Senior Manager Performance
Development (Customer Experience)
EMIRATES (UAE)
Gordon Ballantyne
Chief Customer Officer
TELSTRA
Dr Brendan French
General Manager Group Customer
Relations
COMMONWEALTH BANK GROUP
Focus Day:
Integrating CEM into the
Contact Centre to Ensure an
Holistic Customer Experience
Workshop A:
Measuring CEM and Ensuring ROI through
Effective Customer Journey Mapping
Workshop B:
Measuring and Maximising Staff
Engagement to Achieve Higher Customer
Satisfaction Rates
Roslyn Baker
Executive General Manager – Customer
Service
ERGON ENERGY
Visit our Download Centre for Podcasts,
White Papers and much more
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Book before
21st February 2012
to save $500!
Paulo Froes
Director of Customer
Experience and Transformation
OPTUS
Alex Parsons
Managing Director - Audience Team
NINEMSN
Main Conference: 1 - 2 May 2012 Focus Day: 30 April 2012 Workshops: 1 -2 May 2012 Venue: Dockside, Sydney, NSW
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Associate
Partner:
Featured
Exhibitor:
Spotlight Presenters:
Featured Presenter:
Networking Partners:
Media Partner:
Researched and
Developed By:
Organised By:

FOCUS DAY Monday 30 April 2012
Integrating CEM into the Contact Centre to Ensure a Holistic Customer Experience
8:30 Focus Day Registration and Arrival Coffee
9:00 Opening Address by the Focus Day Chair
Andrew Pearce, General Manager Customer Contact Centres, NAB
9:10 Case Study: Outlining the Importance of the Contact Centre for the Overall Customer Experience
Understanding the key role contact centre staff play in forming the perception of customers
Giving contact centre staff the right tools to deliver the right information at the right time across customer touch points
How to overcome the challenge of serving different types of customers with the correct messages
Minimising the amount of call transfers with effective staff empowerment to solve issues at first contact
Andrew Pearce, General Manager Customer Contact Centres, NAB
9:50 The Importance of Context to Customer Experience: How Closer Links Between Marketing and Customer
Service are Driving the Need for a New Approach
How online, social and mobile are changing business forever
Why traditional approaches to marketing and customer service no longer apply
The new customer and what they expect
Why marketing and customer service need to get on the same page and work as one
The importance of context in an increasingly multi-channel world
Why CEM initiatives deserve C-Suite attention and $$$$
James Norwood, SVP, Chief Marketing Officer, KANA
10:20 Morning Tea and Networking Break
10:50 Case Study: Building Customer Experience Frameworks from the Inside - Out
Driving customer experience by focusing on effective leadership
Outlining effective CEM frameworks and insight driven initiatives
Implementing effective coaching and development strategies to improve CEM
Steven Riddle, Customer Experience Leader, GE MONEY
11:30 How to make your Contact Centre as Efficient as Possible while Retaining Knowledgeable Staff
Service strategy – optimising Contact Centre value to the organisation
Service model design
Channel strategies
End to end process design
Analytics and intelligence
Performance and productivity
Culture and engagement / retention
Jane King, Deputy Commissioner, Customer Service & Solutions, AUSTRALIAN TAXATION OFFICE
12:10 Closing the Customer Service Gap – Adapting to an Evolving Customer Landscape
The changing customer landscape and the impact on support
The gap between what customers are looking for and what they can actually find
The importance of remote support and live chat tools in improving the customer experience
Andy Farquharson, Regional Director, LogMeIn Asia Pacific
12:30 Lunch and Networking Break
13:20 Case Study: Branding your Customer Experience from a Contact Centre Point of View
Aligning sales and service initiatives to organisational values and strategies to improve customer experience
Creating customer advocates by connecting with the service heartbeat of your brand
Protecting the brand and customer experience during periods of change in frontline areas
Building a sales culture through transforming customer service
Establishing a proactive approach to customer experience with effective Contact Centre management
Andrew Kiel, Head of Distribution Strategy, CREDIT UNION AUSTRALIA
14:00 Panel Discussion: Increasing the Level of Service in the Call Centre with Effective Information Management for Agents
Implement consistent processes across all agents to efficiently handle complex information-based customer interactions
Keeping agents up-to-date on the latest marketing promotions to ensure customers get the best deals
Maximising up-sell and cross-sell success rates through effective and consistent training of all agents
Providing contextual information to agents during live customer calls to solve problems at first contact
Panellists:
Steven Riddle, Customer Experience Leader, GE MONEY
Jane King, Deputy Commissioner, Customer Service & Solutions, AUSTRALIAN TAXATION OFFICE
Andrew Kiel, Head of Distribution Strategy, CREDIT UNION AUSTRALIA
14:40 Afternoon Tea and Networking Break
15:10 Case Study: Maximising Customer Satisfaction with Effective Contact Centre Management Strategies
Understanding the key role contact centre staff play, in forming a customer’s perception
Outlining the importance of the right tools to deliver the right information at the right time
Establishing key objectives and KPI’s around complaints, times frames, expectations, costs restraints and restrictions
Ensuring the contact centre is exceeding a consumer’s expectations to improve the overall perception of the organisations customer
experience
Arna Holden, General Manager - Customer Experience, NUBIAN WATER SYSTEMS
15:50 Defining Your Customer Experience Legacy – What will your customers say about you?
Aligning your values, your business values and your customers expectations
The moment of truth - engaging the frontline
Identifying and supporting your cultural DNA
Greg Benson, Contact Centre Manager, WINE SELECTORS
16:30 Closing Remarks by the Focus Day Chair
“The case study format on the Focus Day is excellent and
will enable participants to get a pragmatic view on
immediate solutions to current business challenges facing
organisations that utilise contact centres.”
Andrew Pearce, General Manager Customer Contact
Centres, NAB
“The Customer Experience Management Conference is an
opportunity for national and international industry professionals to
network and contribute their experiences and expert knowledge on
how to succeed and benchmark in a dynamic environment of call
centres and for ever changing channels associated to customer
service and experience.”
Arna Holden, General Manager - Customer Experience, NUBIAN
WATER SYSTEMS
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Tuesday 1 May 2012
DAY 1 CREATING A CUSTOMER CENTRIC ORGANISATION
8:30 Conference Registration and Arrival Coffee
9:00 Opening Address by the Conference Chair
9:10 Keynote: Securing Market Share by Transitioning your
Organisation to Customer Centricity
Bringing sales and customer service into one business unit to
maximise customer service
Centralising key internal business support functions that do not
directly serve customers, clarify accountabilities and free-up
customer-facing teams to provide outstanding customer service
Sharing successful CEM strategies that worked on how to reduce
call volumes to the call centre
Gordon Ballantyne, Chief Customer Officer, TELSTRA
9:50 Case Study: Becoming the Service Provider of Choice by
Creating a Successful Customer Experience Ecosystem
Design engaging, branded and emotional customer experiences
to maximise the benefits of your strongest differentiator
Forming strong bonds with your customers
Viewing customer experience as an ecosystem of internal
departments, external providers, technology and processes
Aligning your business and customer experience strategies to
create the desired ecosystem
Dirk Hofmann, former Director, Consumer Data and Interaction,
NOKIA (FINLAND)
STREAM A
Behavioural Analytics and Segmentation
Stream Chair: Paul Humphrey
General Manager - Sales & Customer Care, INSURANCELINE
14:10 Developing Customer Service Frameworks to Drive
Cultural Change
Segmenting customers in the right balance of demographic,
behavioural and psychographic segments
Mastering the true challenge of targeting and segmenting new
customers in a suitable way
Translating customer segmentation into all channels and touch points
to send a consistent message
Dr. Shayne Silcox, Chief Executive Officer, CITY OF MELVILLE
14:50 Case Study: Gathering Customer Feedback at Every
Opportunity to Continuously Improve Customer Experience
Making it easy for customers to give feedback via all channels
Using feedback to make changes and improvements quickly by
actively soliciting good and bad feedback
Understand the reasoning behind the scores your customers give
you, identify the problem and improve performance
Sharing customer feedback throughout the entire organisation to
ensure improvements are made for all channels and touch points
Fiona Thurairatnam, Head of Customer Care,
INSURANCELINE
15:30 Afternoon Tea and Networking Break
16:00 Case Study: Listen, Measure and Act! Building An
Operational
Developing a VoC action plan to coordinate interactions across
channels and improve continuous measurement
Prioritising and developing action items to determine on-going value
proposition
Evaluating what the most critical touchpoints are based on metrics
data
Diane Shelton, RETAIL CONSULTANT
16:40 Bringing Valuable Insights Front and Centre with Innovative
Feedback
Gathering, analysing, and reporting data throughout the
organisation to get the holistic picture
Leveraging real-time VoC insights to tailor the customer
experience, boost opportunities, and make more informed strategic
decisions
Utilising internal employee insights to achieve significant lifts in
employee engagement, satisfaction, and loyalty
Uncovering new revenue and growth opportunities
Tracy Carnelutti, Senior Executive, Customer Service,
ROADS AND MARITIME SERVICES
17:20 Closing Remarks from Stream Chair
18:00 Workshop A: Measuring CEM and Ensuring ROI through
Effective Customer Journey Mapping
11.20 Innovate, Learn, Deliver. Building a Repeatable Innovation Framework
to Create Winning Customer-Centric Products and Services
Investing only in building what customers will actually use
Rapidly evolving and rolling out new product ideas
Creating more compelling customer experiences
Getting valuable customer feedback throughout the design and build
process
Increasing speed-to-market amidst turbulent competitive landscape
Mark Neely, Head of Digital Strategy, THOUGHTWORKS
11:40 C-Level Panel Discussion: Moving from a Reactional to a Proactive
Customer Service Approach to Differentiate your Organisation
Discussing why customer experience management is even more
important in difficult economic times
Building a 360 degree customer experience to ensure the success of
your business
Identifying best practice strategies on how to create a customer
centric organisation
Mastering emerging channels and touch points such as social media
Dr. Shayne Silcox, Chief Executive Officer, CITY OF MELVILLE
Martin Ryan, Chief Communication Officer, QUEENSLAND RAIL
12:00 Keeping Up with the Evolution and Need of Customer Experience
Management by Creating a Customer Centric Organisation
Outlining customer experience management developments around
the globe to assess the future of CEM in Australia
Embracing emerging utilisation of channels and touch points to
maintain your competitive advantage
Catering to expectations of customers by creating a customer centric
organisation
Martin Ryan, Chief Communication Officer, QUEENSLAND RAIL
10:30 Taking Control of the CEM conversation - Why you can
have your cake and eat it!
There is an increasing requirement to measure customer
experience and at the same time decreasing budgets available
To truly take control of the conversation, organisations require
cost effective, high quality centralised customer feedback and
engaging reporting, FAST
It’s about leveraging technology to achieve total customer
experience.
Peter Harris, Managing Director, VISION CRITICAL
sales conversions, and safeguards your brand
Dr Davin Yap, Founder and CEO, TRANSVERSAL
10:50 Morning Tea and Networking Break 13:10 Lunch and Networking Break
12:40 Capturing and sharing know how and optimising people, processes
and technology streamlines Customer Experience which means one
thing - ROI
How converging Internet with Mobile augments Customer Experience
How sharing know-how will build relationships, streamline processes
and enhance efficiencies
Exceptional Customer Experience results in customer loyalty and
STREAM B
Integrating Digital Channels
Stream Chair: Cyrus Allen
Head of Digital Customer Experience, ANZ DIGITAL
14:10 Meet the Screens – Insight into Consumer Interaction Cross-
Devices
Understanding consumer’s relationships with different devices – TV,
PC, mobile and tablets
Evaluating how consumers are engaging with multiple screens to view
content, communicate and make transactions
Optimising content for each screen and orchestrating a campaign to
drive results
Alex Parsons, Managing Director – Audience Team, NINEMSN
14:50 Differentiating the Digital Customer Experience to Match Trends
in Media and Technology Innovation
Creating effective digital experiences to keep up with innovation
Exploring the importance of defining a digital customer experience
strategy that will help brands build unified and differentiated
experiences across a range of digital interaction points
Choosing and implementing the right strategy to engage customers
across all digital interaction points
Designing digital touch points to ensure your business decisions are
effectively supported
Cyrus Allen, Head of Customer Experience, ANZ DIGITAL
15:30 Afternoon Tea and Networking Break
16:00 Roundtable Discussion: Embracing the Growing Impact of Social
Media
Creating and implementing efficient response mechanisms to improve
customer satisfaction and loyalty via social media
Monitoring and responding appropriately to conversations on Twitter,
YouTube, RSS feeds, Facebook, and other social channels
Increasing customer loyalty and lifetime value by leveraging the
collective wisdom of online communities
Facilitated by STREAM CHAIR
16:40 Developing and Delivering an Online Customer Experience
Strategy
Simplifying the online experience by leveraging research to
determine consumer motivation and how they wish to interact
Identifying and eliminating touchpoints that negatively impact
customer experience
Delivering consistency of message across all channels aligned with
marketing strategies
Adam Hatfield, eCommerce and CRM Manager, NIB
17:20 Closing Remarks from Stream Chair
18:00 Workshop A: Measuring CEM and Ensuring ROI through
Effective Customer Journey Mapping
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Round
Table

Wednesday 2 May 2012
DAY 2 CREATING A CUSTOMER CENTRIC ORGANISATION
8:30 Conference Re-Registration and Arrival Coffee
9:00 Opening Address by the Conference Chair
9:10 Keynote:Delivering a Unique Branded Customer Experience
Globally
Placing the brand at the centre of Customer Experience
Management
Aligning the brand experience with the brand promise across
multiple touch points globally
The "Voice of the customer" and the "Voice of the employee"
pivotal to effective CEM
Craig Lee, Senior Manager Performance Development
(Customer Experience) EMIRATES (UAE)
9:50 Case Study: Transforming Customer Experience to Ensure Long
Term Customer Loyalty
Customer Experience – fact and fiction – the relationship between
delivering hard benefits to customers in a soft way
Outlining the impact change can have on customer experience and
expectation
Embedding customer experience within a company by making it the
product of your people
Rewarding customers and delivering unique proof points that ensure
long term loyalty
Paulo Froes, Director of Customer Experience and Transformation,
OPTUS
STREAM A
Mastering B2B and eCommerce Experiences
Stream Chair: Mitchell Mackey
Head of Marketing, Industrial Healthcare, Asia Pacific, ANSELL HEALTHCARE
10:30 Morning Tea and Networking Break
11:00 Case Study: Leading an Enterprise-Wide Transformation to a
Customer Centric Organisation
Mastering the challenge of successful CEM in a geographically dispersed
and dynamic business by aligning strategy, leadership, behaviours and
practice throughout the organisation
Aligning customer engagement with technology to deliver an improved
customer experience and empowered in the electricity industry
Building organisational capability to put the customer at the centre of
decision making
Roslyn Baker, Executive General Manager – Customer Service,
ERGON ENERGY
11:40 Case Study: Moving towards a Customer Centric Organisation by
Creating Uniformity across All Channels
Establishing your organisation around its purpose to become a
customer-driven full-service provider
Achieving alignment across the business and all channels to enable a
move towards customer centricity
Creating comprehensive metrics for multichannel customer experience
measurements
Anthony Waldron, General Manager, Customer Development, NAB
Louise Long, Head of Customer Experience Personal Banking, NAB
12:20 Lunch and Networking Break
STREAM B
Measuring Customer Experience
Stream Chair: Cyrus Allen
Head of Digital Customer Experience, ANZ DIGITAL
13:20 Case Study: Creating Superior B2B Customer Relationships
via the Customisation of Experiences According to Needs
Creating engaging and emotional customer experiences to
minimise buying decisions made based on price and not value
Forging profitable relationships with your B2B clients to ensure
they turn into successful long-term partnerships
Closely monitoring metrics such as customer loyalty, revenue and
profitability to proactively influence relationships
Extending value to the entire customer and business lifecycle from
pre-sales engagement, to the sales process and post-sales
interaction to achieve excellent customer satisfaction levels and
high advocacy rates
Mitchell Mackey, Head of Marketing, Industrial Healthcare,
Asia Pacific, ANSELL HEALTHCARE
14:00 Award Winning Customer Service:
Access - Knowledge - Attitude
Factoring in supply chain factors, pricing factors and discount
management to meet or exceed expected service
Mastering the multi-layered, multi-stakeholder customer
experience by working with all decision making units and key
influencers of customers
The growing role of customer experience in corporations by using
social tools to engage B2B customers
Steven Brett, Client Services Manager, ROCKEND
14:40 Afternoon Tea and Networking Break
15:10 Case Study: Using Customer Experience Management to
Achieve Business Transformation
Developing and orchestrating an editorial plan to reach your B2B
audience successfully
Mastering the B2B customer experience across channels and
touchpoints to become the service provider of choice
Embracing the power of word of mouth as the most effective
purchase influencing tool
Tim Ripper, Group General Manager Network Business,
QUEENSLAND RAIL
15:50 Enhancing B2B Relationships with Effective Online Channel
Integration in a Multichannel Medium Business
Outlining the need for an enterprise-class ecommerce system to
maximise B2B relationships
Enabling the management of all channels, business models,
markets, and workflows from a single platform
Providing self-service and order management to enable customers
to view and manage their information in real time
Joshua Cameron, Customer Experience Manager, SIGNET
16:30 Closing Remarks from Stream Chair
17:00 Workshop B: Measuring and Maximising Staff Engagement
to Achieve Higher Customer Satisfaction Rates
13:20 Case Study: Moving the Glacier – Creating Passionate Customer
Advocacy in Big Business
How do you move the rudder in a business not renowned for placing
customers in the centre of its thinking?
What can you do to overcome brand damage when major incidents
occur and, through doing things differently, foster pride within the
business
How can you use complaint data to inoculate a business against service
failure and promote exceptional customer experience?
How does problem-solving enter the DNA of a big business?
Dr Brendan French, General Manager, CBA Group Customer
Relations, COMMONWEALTH BANK GROUP
14:00 Roundtable Discussion: Building a Solid Business Case Based
on Customer Engagement Metrics
Round
Table
14:40 Afternoon Tea and Networking Break
15:10 Executing Effective Analysis of Customer Satisfaction Metrics
to Use the Results in the Most Effective Way
Understanding how to translate customer engagement data into
important business outcomes such as customer retention
Performing statistical tests to reveal relationships or differences in
customer ratings
Looking for gaps in performance versus expectations in our search
for major opportunities for improvement
Identifying the key drivers of satisfaction
Samantha Bartlett, Head of Brand & Customer Experience,
AUSTRALIA POST
15:50 Roundtable Discussion: Turning Data Into Action: How To
Deliver World-Class Actionable Insight Across Your Business
Round
Table
Centralising customer feedback to review and distribute results
throughout the entire organisation to see the bigger picture
Allowing management to assign different access levels to each
employee, thereby refining feedback distribution
Ensuring all collected feedback gets analysed properly
Developing short questionnaires that efficiently determine customer
engagement that won’t irritate respondents
Facilitated by STREAM CHAIR
Assessing low cost, high value methods for collecting and measuring
data across multiple contact channels
Examining top tips for incentivising teams on the front line and within a
business to use customer insight to their own advantage
Successfully engage employees and secure top down buy in to deliver
change across the business
How to use social media channels as part of your insight to build a
better relationship with your customer that is appropriate to your brand
Facilitated by STREAM CHAIR
16:30 Closing Remarks from Stream Chair
17:00 Workshop B: Measuring and Maximising Staff Engagement
to Achieve Higher Customer Satisfaction Rates
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INTERACTIVE WORKSHOPS 1 - 2 May 2012
Tuesday 1st May 2012 - 18:00 - 20:30
Workshop A: Measuring CEM and Ensuring ROI through Effective Customer Journey Mapping
Collecting customer feedback and measuring customer experience is the only way to really understand what your customers think of you, which
services they find excellent and where they clearly want improvements from you. Mapping your customer journey and ensuring that the journey
provided is only the start of being able to get ROI from your customer experience management strategies. Join this interactive workshop session to
learn the best ways for effective customer journey mapping, measurement of CEM effectiveness and how this helps to prove the ROI of investments.
Facilitator: Dirk Hofmann, former Director, Consumer Data and Interaction, NOKIA (FINLAND)
Benefits of Attending:
Understanding how to map your customers journey
Setting metrics and KPIs in order to measure the effectiveness of your Customer Experience Management strategies
Identifying gaps in the customer service delivery process to be able to implement improvements
Ensuring ROI with effective customer journeys
Utilising the ROI stats in order to secure and maximise investments into customer experience
Wednesday 2nd May 2012 - 17:30 – 20:00
Workshop B: Measuring and Maximising Staff Engagement to Achieve Higher Customer
Satisfaction Rates
Your staff is your most valuable asset in regards to achieving higher customer satisfaction levels. Your customers will only have the experience you
want them to have if your staff is creating and providing that experience throughout all touchpoints and channels. In order to ensure this experience is
created it is crucial to maximise engagement of your service staff, to make it their own goal to provide the best customer experience possible. By
attending this workshop you will be able to learn how to achieve high staff engagement and how to measure it. Join this interactive group to learn from
the facilitator and your peers.
Facilitator: Craig Lee, Senior Manager Performance Development (Customer Experience) EMIRATES (UAE)
Benefits of Attending:
Strategically deciding what and how to measure staff performance and engagement
Setting realistic KPIs for customer service staff to measure their performance and engagement against
Ensuring championship from management to live customer-centricity throughout the entire organisation
Providing sufficient and continuous staff training to ensure staff is as knowledgeable as possible
Offering incentives and group activities to create a good working environment
Monitoring all KPIs, stats and facts to track whether customer satisfaction is positively influenced by more productive and engaged staff
ABOUT OUR SPONSORS
LogMeIn is a leading provider of remote connectivity and customer care solutions that have been selected by leading corporations
worldwide for secure on-demand remote support and live chat. BoldChat, a LogMeIn customer care solution, is a market-leading live chat
offering that enables businesses to quickly and effectively engage visitors on their websites to improve online support and increase sales.
http://www.LogMeIn.com http://www.boldchat.com
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives
managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying
and adapting customer journeys across the contact center, Web site and social community, KANA's solutions have reduced handling time,
increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government
agencies. www.kana.com
Transversal is the UK’s leading provider of online, multichannel, self-service solutions for customer-facing Web sites, contact centres and
internal HR operations. By enabling organizations to transform the quality and efficiency of their online self-service, exceptional Customer
Experience can be achieved resulting in significant and rapid ROI. The Customer Experience drives customer service and sales. Efficiency
goals are achieved by doing it well.
Vision Critical pairs the world’s leading market research specialists with the most innovative software developers, marrying the precision of
market research with the speed and power of online technology. Serving over 600 global brands through offices across North America,
Europe, Asia and Australia (Sydney and Melbourne), Vision Critical creates powerful software and research solutions like Sparq, the
world’s leading community panel program and Customer Experience Management, a centralised solution that provides real time customer
feedback, analysis and reporting.
ThoughtWorks, Inc. is a global IT consultancy trusted by many of the world's leading businesses with their most complex and critical
systems. We deliver consulting grounded in delivery expertise, build custom applications and help all manner of organisations create
sustainable competitive advantage.
www.thoughtworks.com
As a global call centre and business process outsourcer, Stellar is an expert in managing customer relationships. Stellar provides quality
customer interactions for some of the world’s leading brands. Stellar is privately owned and manages over 300 million customer interactions
on behalf of its clients each year. Offerings span from Customer Service Support, Sales, Collections and Directory Assistance to back office
support services and help desk solutions across a variety of industries and service channels. www.stellarbpo.com
LimeBridge Australia is a world leader in transforming the customer experience across all delivery channels. We are experts in designing
and implementing major improvements in call centres, back office, face to face and automated channels. We help our clients deliver better
service and sales experiences that are also cheaper. Our proven methodology has helped major organisations across industries to discover
their opportunities, transform their operations, reduce unwanted contacts and leverage customer feedback.
http://www.limebridge.com.au/
“The Customer Experience Management conference in 2012 is the calendar event of the year for anyone looking at customer experience management strategies.
The quality of speakers and content will provide a number of outcomes to equip you with the knowledge and case studies to make a difference for your
organisation and customers.” Joshua Cameron, Customer Experience Manager, SIGNET
“After attending the IQPC CEM Conference in 2011, I was keen to follow this up in 2012. The opportunity to present a few new ideas and concepts is compelling
and I am very pleased to be involved. CEM is a crucial aspect of business and our ability, as leaders, to drive improved CE performance and results is both
exciting and rewarding. The opportunity to learn, challenge existing concepts and share ideas with like-minded professionals in the field is my primary reason to
attend this year’s CEM conference. For these reasons and more I recommend other CEM experts and business leaders to attend also.” Steven Riddle, Customer
Experience Leader, GE MONEY
“A growing expectation of personalised service has been identified by the CSIRO as one of 5 mega trends; if at all possible customer
experience is becoming even more important.” Greg Benson, Contact Centre Manager, WINE SELECTORS
BOOK NOW! +61 2 9229 1000 +61 2 9223 2622 registration@iqpc.com.au www.customerexperienceevent.com.au

WHERE
Dockside (Balcony Level)
Register Early & Save!
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website
phone
WHEN
Cockle Bay Wharf, Darling Park
SYDNEY NSW 2000
www.docksidevenue.com.au
(02) 9621 3777
30 April and 1 -2 May 2012
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5th CUSTOMER EXPERIENCE MANAGEMENT CONFERENCE
AND
Focus Day Workshop A Workshop B
DELEGATE 1
(TITLE)
(SURNAME)
(FIRST NAME)
DELEGATE 2
(TITLE)
(SURNAME)
(FIRST NAME)
POSITION
EMAIL
ORGANISATION
ADDRESS
PHONE ( )
APPROVING MANAGER
(TITLE)
(SURNAME)
(FIRST NAME)
POSITION
EMAIL
CHEQUE ENCLOSED FOR $
PLEASE CHARGE
PLEASE CHARGE
AMEX 4 DIGIT CODE
NAME OF CARDHOLDER [PLEASE PRINT]
POSTCODE
FAX ( )
(Please make cheques payable to: IQPC)
American Express Visa MasterCard Diners Club
EXPIRY DATE
T F E
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