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Why You Can’t Miss the Total Customer Experience Leaders Summit

There is just one question you have to ask yourself. And it’s not why should you attend the Total Customer Experience Leaders Summit in 2013. It’s what you will miss if you don’t.

1. A Holistic Approach to Customer Experience from a Diverse Cross-Industry Speaker Roster. There is no other event that brings together higher-level thinking around the alignment of customer strategy with business relevant aspirations. Gain perspectives and cross-industry learnings from financial services, government, automotive, travel, retail, healthcare, hospitality companies and more.

2. Inspiring Keynotes. Hear from client-side experts and award winning authors on the power of listening and valuing customer feedback (Nationwide), understanding the emotional story (Sensory Logic), the impact of Big Data (American Express), optimize customer experience through social media (Facebook), transforming company culture (Safelite AutoGlass), how ethnographic methods are applied to design research (Pacific Ethnography Company), VOC integration (Maritz Research) and more.

3. Innovative Case Study Presentations. Customer-focused leaders share their insights-rich stories on designing a mobile app that motivates (JetBlue), developing a total customer experience metric (Toyota Financial Services), behavioral economics (GfK), creating unparalleled customer experiences (Eli Lilly & Company), optimize customer panels for instant VOC (CVS Caremark), Emart: global retail perspectives (Prophet) and more.

4. One Collaborative Congress. This high-engagement three-day experience focuses on expertise and interactivity with an integrated experience of all main stage presenters. Developing a balanced agenda on topics to help you advance your organization with a sound customer plan.

Customer Experience Design – Explore how VOC data and design principles can be used to engineer experiences across your organization.

Strategy - Interpret, analyze and evaluate your customer strategy to ensure business relevance

Measurement & Feedback – Drive change and optimize your sales force by measuring customer feedback through the entire customer journey.

Alignment - Integrate and leverage your customer touchpoints – measurement & ROI, linkage, VOC, social media, technology, design principles, operational metrics and senior leadership.

5. Executive Summary. Delivered to you after the event summarizing the key session highlights and game changing trends – a valuable resources as you craft your insights-rich customer story.

6. Interactive Forums. Back by popular demand, Idea Gathering Sessions provide more time to collaborate with conference speakers and attendees on important topics. We invite you to challenge your peers to push boundaries. Companies already signed on to attend include:

Bellomy Research
Boston Symphony Orchestra
BP Fuels Value Chain Marketing
Cafe Britt
Caterpillar Financial
Chadwick Martin Bailey
Chalhoub Group
City of Ottawa
Crested Butte Mountain Resort
CUNA Mutual Group
CVS Caremark
Eli Lilly & Company
Enterprise Storage Division
Florida Blue
Graduate Management Admission Council
Harris Interactive
Hunter Douglas
Janet LeBlanc + Associates
Janssen Biotech
JetBlue Airways
Johnsonville Sausage
Le Capitale General Insurance
Leadership Learning Systems
MAKO Surgical Corp.
Maritz Research
Medical Packaging Inc.
Okemo Mountain Resort
Pacific Ethnography Company
Questback Inc.
RBS Citizens Financial Group
Sensory Logic
Station Casinos
Toyota Financial Services
Triple Peaks
Two Men and a Truck
Working Solutions
ZS Associates

Plus, see what others have had to say about the Total Customer Experience Leaders Summit:

This conference is an excellent environment for gaining insight into the customer experience. From the best practices to overcoming challenges, each speaker brings a viewpoint worth considering.”- Scott Swift, Vice President, Customer Information, Hunter Douglas

This event is about leveraging great customer research by linking and aligning it with key organizational issues.“- Bill Barnes, Senior Vice President, Burke, Inc.

The Total Customer Experience Leaders Summit will give you the insights and skills necessary to make your customer programs a success. Find out how creating a customer-centric culture within your organization, through expanded leadership and employee engagement can drive business results.

Mention your Blog VIP code to save 15% off the standard registration rate today: TCEL13BLOG

Email: register@iirusa.com
Phone: 888.670.8200

Connecting VOC Data Back to Your Customer Strategy

Building a sound strategic customer plan calls for making some really tough decisions. You know that providing unique and authentic experiences to your customer is an integral part of the plan – but balancing that alongside meeting your short-term business goals, requires true organizational alignment in order to achieve real success.

Deliver the experiences your customers have come to expect from your brand means knowing your customer, what they value and translating that value into what matters most.

How well do you know your most valuable customers and are you connecting your VOC data back to the customer strategy?

The Total Customer Experience Leaders Summit is uniting cross-industry, customer-focused leaders to share best practices in linking data-driven behavior to business results, designing next generation customer experiences and measuring the impact of customer programs. Download the brochure for full details here.

Keynote Spotlight: 
How Can Customer Centricity Be Profitable?
- Peter Fader, Professor of Marketing, The Wharton School of the University of Pennsylvania
Many experts are touting the virtues of “Customer Centricity” as a valuable emerging business model, but there is a lot of confusion about what this concept means – and uncertainty about whether and how it actually leads to greater profitability. The purpose of this session is to bring clarity to both of these issues. 
We begin with a brief review of Professor Fader’s recent book but then dive deep into the profitability questions. We examine the main tactical “building blocks” underlying customer centricity and point out some subtle but important insights to help managers make the most effective and efficient use of each of them.
Joining Peter at the event is an impressive keynote roster, including:
‘ Jasmine Green, Vice President, Chief Customer Advocate, Nationwide 
‘ Dan Hill, Ph.D., President, Sensory Logic
‘ Sean Bruich, Head of Measurement Platforms & Standards, Facebook
‘ Christopher Frank, Vice President, American Express, Author, Drinking from the Firehose
‘ Thomas Feeney, President & CEO, Safelite AutoGlass
Related articles

Nationwide, Safelite & Facebook Integrate VOC & Market Insights into Customer Strategy

Image via CrunchBase

Are you keeping the customer at the center of every business decision?

Are you using the data captured across the ENTIRE customer journey to create a strategic business plan?

Join us at the Total Customer Experience Leaders Summit as we unite a diverse group of customer-focused change makers to share best practices on integrating VOC and market insights into your customer strategy. Gain the knowledge and skills you need to confidently uncover, manage, link and act on customer data NOW.  

Featured keynotes include:

Valuing Customer Input and Feedback
 - Jasmine Green, Vice President, Chief Customer Advocate, Nationwide

How Can Customer Centricity be Profitable
 - Peter Fader, Professor of Marketing, The Wharton School of the University of Pennsylvania

Driving Good Profits by Building a Customer-Centric Culture
 - Thomas Feeney, President & CEO, Safelite AutoGlass

The New Collision of Measurement and Customer Insights
 - Sean Bruich, Head of Measurement Platforms & Standards, Facebook