Why Attend

LSS and Process Excellence for Customer Experience Summit

Dear Colleague,

Companies are looking very closely at all the touch points and channels they are using to interact with their customers to ensure that all the processes that affect them are as effective and as efficient as possible.

A recent study by IQPC and Market Value Solutions revealed that one of the biggest challenges facing process improvement practitioners is an inability to use VOC information to increase market share and revenues. The problems reported included:

  • Capturing information from the wrong customers
  • Collecting information that was not actionable
  • Applying the wrong metrics (e.g., customer satisfaction or NPS)
  • Inability to link customer information to those processes that have the greatest impact on the customer experience

There are a number of strategies and approaches companies can use to tackle these challenges: NPS, targeted marketing surveys, new baselines and metrics for CTQs and customer facing processes.

The question is – What methodologies need to be applied to achieve superior results and significantly enhance the customer experience?

Join us in Miami and learn what our esteemed speaker faculty have found to be the most effective solutions to a variety of customer-related improvement challenges!

Mark your calendar for March 22-24, 2010. Seats are limited, so call 1-800-882-8684 to reserve your spot today!

I look forward to meeting you in Miami!

Oksana Shubchinskaya
Senior Conference Producer
IQPC

P.S. Maximize your learning opportunity by attending our interactive workshops and co located Customer Experience Summit! See Workshops and sign up today!

Co-located with Customer Experience Summit

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Some of the key topics of the Summit:

  • Blue Sky Session: The Informal Customer Experience World
  • Blue Sky Session: Evaluating Success through Your Touch Points to the Customer
  • Adapting the Custromer’s Voice to Company Wide Initiatives
  • Influencing Customer Centric Partnership Internally
  • Quantifying Data from Unstructured Feedback – It’s all in the metrics

..and many more!

Who Will Attend:

  • VP Business Process Improvement
  • VP Process Excellence
  • VP Customer Satisfaction & Quality
  • VP for Quality/Quality Leader
  • Global/regional Process Owner
  • Director of Business Process Engineering
  • Director for Continuous Improvement
  • Director of Business intelligence
  • Six Sigma Master Black Belt/Black Belt
  • Lean leader
  • Business Analyst
  • Program/Project manager

[ Register Now ]