Meet Your Speakers Faculty:

  • Darin-Phillips Darin Philips
    Director, Customer Experience, Bayview Financial LP
  • Karen-Hobbs Karen Hobbs
    Director, Customer Service, ABB Concise
  • Bonnie-Pollak Bonnie Pollack
    Sr. Mgr. Process Excellence Partnerships, West Pharmaceuticals
  • SDunham Suzanne Dunham
    SVP Customer Service, Integrated Broadband Services
  • David-Shields David Shields
    MBB, Global Continuous Improvement, Wal-Mart
  • jon_hall1 Jonathan Hall
    Process Improvement Leader
    Project Manager, Cox Communications

Revolutionize Your Customer Experience by Applying Cutting Edge Process Improvement Methodologies and Technologies: Where Customer Management Meets Process Management

  • 5 Customer Management Experts Join Us to Share their Experience and Expertise
  • FOCUS Workshop Day: Cover all 3 Aspects that Will Guarantee the Success of Your Customer Experience Initiatives : Process Improvement, Technology and Customer Experience
  • 2 WORKING GROUPS Focusing on Technology and Process Owners to Fine tune Your Process Improvement Strategies

Companies are looking more closely at customer touch points to ensure all processes are as effective as possible. Studies suggest that one of the biggest challenges facing process improvement practitioners is an inability to translate Voice of the Customer (VOC) information to increase market share and revenues.

Explore the most effective strategies to collect, analyse, monitor and improve customer experience to turn process management into revenue growth.

Join us at Applying Process Management for Improved Customer Experience and discuss how to:

  • Turn Indifferent Customer Into Loyal Ambassadors of Your Product or Service by Moving Towards 1st Time Resolution
  • Improve Customer Perception of Your Product/Service by Transforming the Way You Measure and Manage Customer Satisfaction
  • Move Away from Functional Silos to Seamless Collaborative Process Improvement Culture by Assessing and Developing Appropriate Strategies Targeting Specific Customer Related Processes
  • Enhance Effectiveness of Your Core Customer Related Processes and Gain Significant Cost Savings by Improving Your Current Relationship with Your Customer

Benefits Gained as a Result of Applied Methodology, ALL to be Discussed During The Summit:

  • 90% Improvement to the Mean in the HR Contact Centre Project
  • Average Resolution Cycle Time improved by 90% and for the Off Shore Call Centre Improvements have had a positive impact on margins and savings (handle time, and cost per call)
  • Net Promoter Score increased from 3.2 to 4.39 due to projects that increased consistency and accuracy at every touchpoint
  • Reduced customer criticisms from 46.94% of those surveyed to 13.33% twelve months later by improving talent management
  • Pipeline growth by 20% and 20% reduction in cycle time due to constructive competition created by site-based performance reporting

Don’t miss out our

Special Extended Working Group: When and What Input Should Technology Have in Your Process Improvement for Customer Experience Efforts.

Whether your company has already utilized discussed technologies or not, you will benefit from rich, interactive and honest conversation around challenges, opportunities, investments and, most importantly, benefits that technology can provide

Who will benefit from this event:

  • VP Business Process Improvement
  • VP Process Excellence
  • VP Customer Satisfaction & Quality
  • VP for Quality/Quality Leader
  • Global/Regional Process Owner
  • Director for Continuous Improvement
  • Six Sigma Master Black Belt/Black Belt
  • Lean leader
  • Change Agent
  • VP/Director of Customer Experience
  • VP/Director of Customer Management
  • VP/Director of Call Center
  • VP/Director of Marketing
  • VP/Director of Operations
Panel Sponsor Media Partners
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