Trends, Lessons and Actions

Customer Experience – Trends, Lessons and Actions

Customer Experience is more critical than ever before to retain customers. Yet budgets and resources have reached new records of scarcity. Customer Experience In Challenging Times was designed to address precisely these challenges. This ½ day seminar is dedicated to making customer experience a live and profitable reality within your organization. It is designed with two critical principles in mind: practicality and execution. Every idea and concept that will be presented has been tested in a real corporate environment and it worked! We are committed to sharing practical best and next practices that will transform your organization’s customer experience so it is profitable, delightful, and engaging.

This session will be led by Lior Arussy, President of Stativity Group, a creative catalyst and author of several books on customer experience and excellence performance.

Participation in this event is complimentary and by invitation only. To request your complimentary invitation, please contact Gerry@strativity.com. Limited Seating. Participation of multiple attendees from the same organization will be subject to availability.

All participants will receive a complimentary copy of the 2009 CEM Benchmark Study and the 2009 Customer Experience Consumer Study – Value: £595

Location: The Grand Hotel at Trafalgar Square, London (8 Northumberland Avenue)

Time: October 6, 2009 13:00 PM – 17:00 PM

Agenda

13:00 pm to 14:30 pm

Customer Experiences In Challenging Times

Combining the results from the 2009 CEM Executives Benchmark study and the 2009 Customer Experience Consumer study, this session will provide a unique perspective on the state of customer experience. During the session participants will learn the latest trends and key success factors in designing and implementing customer experience strategies This unique perspective of both executives and consumer will be the basis of the blueprint to success in challenging times.

Participants will discover

Results of the 2009 CEM Benchmark Study
Results of the 2009 Customer Experience Consumer Study
What areas companies invest in
The organizational challenges to implementing Customer Experience strategies
The business case fro Customer Experience investment?
The linkage between brand and customer experience
Consumers’ view of Customer Experience in recessionary times
The critical touch points for consumers
How consumer view emotional engagement
Blueprint for Customer Experience success
Customer Experience strategic framework

14:30 pm to 14:45 pm

Coffee Break

14:45 am – 15:30 pm

Economics of Customer Experience

Building the business case for customer experience is a common challenge. In this session, participants will learn the different methods used to build the business case for Customer Experience. By combining business at growth and business at risk models, this session will provide participants with tools and templates to speak the financial language required by senior management.

15:30 pm – 17:00 pm

Practical Ideas to Improve Customer Experiences and Drive Results Immediately

During this session participants will discover practical, cost effective ideas they can implement immediately to jump start their customer experience initiatives. The ideas will cover different aspects of Customer Experience including:

Voice of customer
Employee engagement
Leadership sponsorship
Experience Innovation

About Lior Arussy

Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. Arussy's company, Strativity Group, advises Global 2000 companies and emerging businesses around the world. His syndicated column, Focus: Customer, reaches more than 1,000,000 readers worldwide every month. He is also a regular contributor to CRM magazine's Customer Centricity column. In addition, he has published more than 50 articles in publications around the world, including the Harvard Business Review. Arussy is the author of several books, including his most recent, Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers (Information Today, Inc., 2008).

About Stativity Group

At Strativity Group, Inc. we do more than Customer Experience research and strategic planning. We take a strong, multi-disciplinary approach to Customer Experience strategy design and implementation. Through proprietary research tools, strategic analysis, business planning and customer experience innovation design, we help our clients operationalize profitable customer experience strategies. We measure our success by a single method: execution.

We have had the privilege of serving a multitude of companies, such as E.ON, Capital One, Honeywell, FedEx, Nokia, Nordea, Siemens and HSBC.