Customer Experience Summit 2013

May 20 - 22, 2013

Pan American Life Conference Center, New Orleans, Louisiana


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View the Current Attendee Snapshot

View the Current Attendee Snapshot

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2013 Speakers

 Erik Eaker
Erik Eaker
Director, Group Segment Experience Practice
Humana Inc.
 William J Greenwald
William J Greenwald
Director, Performance Coaching and Advisory Practice
Humana Inc.
 Rich Brecht
Rich Brecht
Director of Customer Experience
MAG Retail Group
 Patricia Ballantyne
Patricia Ballantyne
VP Customer Experience
Knowledge First Financial
 Dann Allen
Dann Allen
Head of Experience Design & Improvement
.AAA
 Joe Wheeler
Joe Wheeler
Executive Director
The Service Profit Chain Institute
 Kelly Harper
Kelly Harper
Director of Customer Experience
BMO Financial Group
 Jack MacKey
Jack MacKey
Vice President and Chief Evangelist
Service Management Group
 Mike Burke
Mike Burke
VP Sales & Marketing
IQ Services
 Craig Lee
Craig Lee
Senior Manager Performance Development (Customer Experience)
Emirates Airlines
 Ken Lamzon
Ken Lamzon
Vice President, Strategic Solutions and Implementation
SPi Global
 Andrew J Karazim
Andrew J Karazim
Director, Managed Healthcare Services – Payer Marketing and Customer Experience
Eli Lilly & Co.
 Greg Tucker
Greg Tucker
Senior Associate
The Service Profit Chain Institute
 Nikhil Datar
Nikhil Datar
Principal, Customer Experience Management, Financial Services
HCL
 Nitin Jain
Nitin Jain
VP of Reegineering
Genpact
 Andrew Pine
Andrew Pine
General Manager, Customer Relations
Porsche Cars North America
 Kimberly Sutherland
Kimberly Sutherland
Director of Usability/Experience
AT&T
 Adina Raven-Everett
Adina Raven-Everett
Senior Systems Application Supervisor
Unilever
 Randall Brandt, Ph.D.
Randall Brandt, Ph.D.
Senior Vice President, Customer Experience
Maritz Research
 Bob Lichi
Bob Lichi
Manager of Channel Sales
Astute Solutions

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Sponsors & Exhibitors
Media Partners
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Customer Management IQ
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CRM Magazine
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Contact Center Pipeline
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CRM Xchange
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Customer Experience Insight
Media Partner
EContent Magazine
Media Partner
SalesAndServiceNews

Generating customer loyalty and satisfaction through strategic multi channel interaction

The 5th Customer Experience Summit will provide key insights and strategies for designing, implementing and managing the evolving multichannel customer experience in a dynamic environment. Join our unrivaled group of driven, customer-facing executives from established Fortune 500 powerhouses and fast-rising innovators as they piece together the critical components of customer experience excellence. Don't miss out on the opportunity to gain critical tools that will give you competitive advantage by providing the best overall customer experience across all traditional and modern channels as differentiator.

Traditionally, brands have relied on marketing strategies revolving around pushing products through expensive advertising campaigns, rich print and online collaterals to gain market share. Now, pre- and post-purchase delivery of service and information to customers is redefining the way brands are perceived by their audiences. Companies in the US invest billions of dollars a year on customer service activities;yet poor customer experience costs about $80 billion a year in lost sales, with more than 60% of those unhappy customers opting for a competitor.

With so much invested, why do companies continue to fall short in meeting customer expectations?

Let’s look at the stats:

  • 40% of organizations cite 'complexity' as the greatest barrier to improving multichannel customer experience, overtaking 'organizational structure' since 2010.
  • Only 26% of companies have a well-developed strategy in place for improving customer experience.
  • 89% of consumers began doing business with a competitor following a poor customer experience
  • $289 – Average annual value of each customer relationship lost to a competitor or abandoned.
  • 63% of online adults are less likely to buy from the same company via other purchase Only 26% of companies have a well-developed strategy in place for improving customer experience.(econsultancy.com)

What’s new for 2013?

  • More content than ever!
    NEW: Focus Day on the Digital, Social & Mobile Touch points
    NEW: Two breakout tracks on Strategy Design & Implementation // Measurement & Continuous Improvement
  • Plus, back by popular demand
    4 Hands-on Interactive Workshops
    Structured networking
    Roundtable Discussions

Who will you meet at the 5th Customer Experience Summit?

This cross industry event brings together senior-level professionals from a diversity of industries with responsibilities in:

  • Customer Engagement & Experience
  • Customer Care & Client Services
  • Marketing & Branding
  • Online Customer Strategy & User Communities
  • Customer Relationship Management
  • Customer Insight & Satisfaction
  • Call and Contact Centers
  • Multichannel
  • Retention and Loyalty Programs
  • Consumer Affairs
  • E-Commerce & Retail

If you provide customer interaction optimisation solutions, this event is the perfect opportunity to showcase your products and services. Conference sponsorship offers a wide range of benefits irrespective of your company size or market share.

Take the initiative and book your space to position your company as a market leader! Email sponsorship@iqpc.com or call us at 1-866-232-8660.