Customer Experience Exchange Europe

Amsterdam, The Netherlands

November 2015

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Developing the Right Customer Experience Strategy Today to Drive Future Business Growth

There’s no denying that in today’s connected world the customer is king - yet whilst many organisations are adopting this mantra, siloes and fragmented roles mean that in practice, few are behaving in a customer-centric manner. Increasing costs and the need to streamline can also adversely affect customer and employee experiences.

So how do you safeguard the future of your organisation and ensure that your customer experience initiatives are resulting in customer acquisition, increased loyalty and profitability?

The 2014 Customer Experience Exchange directly addresses these issues in a unique format. Combining in-depth, real-life case studies, strategic interactive discussions, expert panellists and cutting edge research, this two and a half day Exchange goes beyond generic recommendations and instead will address the most pertinent questions facing attendees.

Join us in November and have the unique opportunity to be a part of this exclusive invitation-only event.

2014 Expert Speakers Included

Metro Bank
Chris Brindley
Managing Director
Metro Bank
Coca Cola
Guido Rosales
Europe Group Integrated Marketing Director
Coca Cola
Eurostar
Nick Mercer
Commercial Director
Eurostar
Shell
Claudia Thiele
General Manager Europe West & South Africa
Shell
Philips
Miguel Angel Hernanz
Senior Director, Head of Customer Care MG Europe and APMEA
Philips
Orange
Fabrice Andre
SVP Quality and CSR
Orange
Volvo
Andreas Schlegel
Global Director Network Development
Volvo
KPN
Jaap Postma
EVP Consumer Market
KPN
RBS
Ciara Govern
Global Head of Customer Experience
RBS
Vodafone
Barbara Cominelli
Director of Commercial Operations
Vodafone
Lufthansa
Dorothea Von Boxberg
Director, Passenger Experience Design Business & Premium
Lufthansa
Hutchinson 3G
Anneke Richardson
Head of Customer Design & Planning
Hutchinson 3G
ING
Angelique Meddeler
Global Head of Client Services
ING

The Customer Experience Exchange Gallery

The Customer Experience Exchange Gallery

Sponsors & Exhibitors
Media Partners
Independent Research Partner
Forrester
Media Partners
Customer Experience Magazine
Retail Gazette
Loyalty Magazine
CX Network

  • Understanding Customer Experience LeadersUnderstanding Customer Experience Leaders' Top 10 Investment Priorities for 2015 and Beyond
    Ahead of the 2014 Customer Experience Exchange, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience business challenges and which tools and solutions they plan to invest in over the next 12 - 18 months to safeguard the future of their organisations, and to ensure their customer experience initiatives are resulting in increased customer acquisition, loyalty and profit.
  • Saving the world one customer at a time!Saving the world one customer at a time!
    Download this exclusive comic ebook to find out what our customer experience heroes have to say including:

    >> Google's Head of Retail discusses the key to customer advocacy;

    >> Vodafone’s Group Head of Customer and User Experience sharing her insights on what is the biggest and most effective way to continue the customer experience success; and

    >> First Gulf’s SVP Consumer Experience explains some of the key elements to integrating the customer into the DNA of the business.
  • 2014 Customer Experience Europe Agenda2014 Customer Experience Europe Agenda
    Download the 2014 agenda for the Customer Experience Exchange Europe to see what hot topics will be covered in November.
  • The Customer Experience Exchange Europe Pre-Event Report The Customer Experience Exchange Europe Pre-Event Report

    In today’s connected world the customer is king. Customers are more demanding than ever before and organisations must remain as innovative as possible to ensure they meet rising consumer expectations. However, organisational silos and fragmented roles of customer experience mean that in practice, few brands are truly behaving in a customer centric manner. Increasing costs and the need to streamline can also adversely affect customer and employee experiences.

    In November 2013, the Customer Experience Exchange Europe connected 70 senior VP’s and Directors of Customer Experience with a selection of the industry’s leading solution providers and analysts to find solutions to these very challenges.

    There were a number of key learning points and investment priorities recorded from the attendees which are detailed in this report.

    Ahead of the 2014 Exchange, insights into what constitutes an excellent customer experience, together with the do’s and don’ts of a winning customer experience strategy have also been collected

  • eBook: Driving Business GrowtheBook: Driving Business Growth

    Recent research carried out with Google, First Direct, Cisco and Philips show four key areas where customer experience executives need help:

    • Developing a customer experience strategy that sticks
    • Ensuring organisations become more customer centric
    • Staying ahead of competitors
    • Better understanding customers

    The results have been collated in the eBook: Driving Business Growth and are now available to download, so grab your copy here.

  • Guide to Customer Management & Marketing InvestmentsGuide to Customer Management & Marketing Investments

    Over the past year, the CM Exchange Network has brought together hundreds of marketing, customer experience and customer service decision makers to delve into their greatest challenges and identify their biggest investment priorities. We have researched with and surveyed this diverse network of leaders – covering different industries and geographical regions - and have compiled this guide, to give you unrivalled insight into the needs and priorities of customer and marketing decision makers. We hope that you find this both informative and useful when considering your strategies in 2014.