7th Annual Customer Contact 2013, Europe: A Frost & Sullivan Executive
MindXchange Dials in on Delivering Effective Customer Experience Excellence
CANNES, France, Feb. 26, 2013
- A hands-on event for senior level executives in customer contact, providing
distinctive networking opportunities with featured spotlight, The Zappos
Customer Service Story
CANNES, France, Feb. 26, 2013 /PRNewswire/ -- Customer Contact 2013, Europe:
A Frost & Sullivan Executive MindXchange takes place 9-11 June, 2013 at the
Novotel Cannes Montfleury, France. Participants have an opportunity to meet
and collaborate with some of the brightest minds in customer contact to share
insights, ideas and best practices, across a plethora of industries.
The featured spotlight at the event, "Delivering Happiness: The Zappos
Customer Service Story," will be delivered by Zappos.com Speaker of the House
and Chief Culture Ambassador Jamie Naughton. Participants will learn more
about "empowering the team," which gives employees the power to do their job
and decide on what needs to be done in assisting customers, and to inspire a
culture of happiness and satisfaction that will transfer to customers. Key
takeaways include insight on how to lead by building open and honest
relationships, implementing best practices for actively managing your culture
to a set of core values, and developing a framework to elevate expectations
and accountability at all levels.
The expertly designed topics at the event this year include 15 Great Ideas to
Boost Efficiency and Effectiveness, Exceeding Customers' Expectations in a
Self Service World, Integrating Social Policy and Processes into the Contact
Centre, Operationalising Multichannel Integration in the Contact Centre,
Proven Ways to Link Customer Contact Metrics to Business Outcomes, and
Optimising Big Data: the Contact Centre's Goldmine.
Global Services Customer Experience Futurologist at BT, Dr. Nicola Millard,
will deliver the keynote presentation, "Easy Does It: Serving Autonomous
Customers." Dr. Millard will answer the question: with customers increasingly
serving themselves online, how do organisations differentiate themselves in a
world where loyalty is largely dead? Based on new global research into
consumer behaviours, participants will find out what independent customers
want from organisations in terms of their contact strategies. They will
discover what channels are being prioritised by customers now and into the
future, how social and mobile channels fit into the mix, and if ease of doing
business is the new loyalty.
The "Creating a New Perception: How the Contact Centre Makes the Enterprise
More Efficient, Effective and Competitive" keynote will be delivered by
Symantec Corporation Vice President of Worldwide Support Stefan Osthaus. By
taking the bull by the horns and turning customer contacts from cost drivers
into loyalty opportunities, participants will be able to leverage their
customer care to become the best – rather than just dunking dollars into a
bottomless pit. Key takeaways include: a framework for a customer care
turnaround from a cost centre to a loyalty driver, success factors and metrics
to drive and create a successful transition plan for your care organization,
lessons learned, as well as pitfalls and outcomes that result from the
successful implementation of this approach in one of the world's largest
"This is an excellent forum," said LifeLock Senior Vice President of Member
Services and Operations in response to a previous Customer Contact, Europe
Executive MindXchange. "We gained fresh insights, while sharing our own
experiences and making new connections."
Participants will not want to miss, Cannes@Day: Taste & Tour, where they will
experience the city of Cannes as a local, tasting the traditional fare as they
weave their way through cobblestone streets full of history. To complete the
travels, participants will sit, relax and sip on French wines while enjoying a
gourmet picnic lunch on the water's edge.
To register for the 7th Annual Customer Contact 2013, Europe: A Frost &
Sullivan Executive MindXchange, please visit: www.frost.com/customercontacteu
or to download the event agenda, please visit: www.frost.com/cce-agenda . For
more information, please email: firstname.lastname@example.org or call Matthew McSweegan
at +1-516-255-3812. In addition, please join the conversation on Twitter with
the hashtag: #CCEurope.
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