“Excellent, valuable exercise. Professionally organised and administrated. New business will, I'm sure, arise from our meetings”.
Marketing Manager
Corporate Rewards Ltd
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The Forum
The Call Centre & Customer Management Executive Forum is the world’s most exclusive event for call centre and customer management decision-makers.
Sharing in this unique experience on board P&O’s MV Oriana, attendees enjoy their own personally designed itinerary of high level conference sessions and 1-to-1 meetings with their choice of 150 senior level peers and 50 industry leading suppliers.
Since its successful launch in 2005, the Executive Forum has rapidly become the VIP networking event of choice for many of the UK’s most innovative movers and shakers. In just four years, this unique event has facilitated almost 6000 1-to-1 meetings, all requested by the highest calibre of decision-makers.
For the 2009 event, its 5th edition, we are delighted to announce we are broadening the Forum's appeal by the introduction of customer management into the events' profile and name.
In line with the positioning of our sister event Call Centre & Customer Management Expo, and in recognition that the call centre is just one of the ways that companies can communicate effectively with their customers, we will attract both suppliers and exhibitors who offer broader customer management solutions including CRM, outsourcing, training and incentives, as well as, continuing to attract buyers and suppliers offering pure contact centre solutions.
The broader offer will make the event even more appealing to the core audience of Customer Service Directors, Heads of Customer Service as well as Heads of Call Centre and Operations Directors.
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Talent alone is not enough
Sir Clive Woodward, Elite Performance Director, British Olympic Association
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Anything but ordinary - leaving marks not just dust
Anja Foerster and Peter Kreuz
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Improving leadership capabilities to enhance retention and performance
Chair: Mike Taylor, Director HR Transformation & System, Vodafone; Presenter: Jonathan George, Head of Call Centre Services, Specsavers
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The ascent of engagement - Empowering your workforce to influence management behaviours
Chair: Duncan Littlefair, HR Director, Taylor Woodrow; Presenters: Rob Hawthorn, Customer Services Director, Barclays Commercial Bank; Abi Signorelli, Director Internal Communications, Virgin Media; Helen Farrar, Head of Internal Communications, Virgin Media
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Creating economically viable change programmes
Chair: David Ferrabee, Managing Director, Able & How; Presenters: Anton Manley, "Smart Co" Managing Director, Kwik Fit Insurance Services; Jacky Simmonds, HR Director, TUI Travel plc
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Identifying the strategic levers to transform customer experiences & organisational competitiveness
Guy Fielding, Director - Research & Development, horizon2
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Great customer experience on a shoestring!
Stephen Jacobs, Director, SFJ Consulting
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Using measurement to improve performance and deliver business benefits
Dr Max Blumberg, Founder of the Blumberg Partnership & Researcher at The University of London
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Strategic vision vs. operational reality - Change strategies that deliver to the whole organisation
Simon Roncoroni, Director, SR Consulting
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Enhancing customer experience through self service and channel choice
David Payne, Managing Director, Maia Consulting Company Limited
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Aligning measurement systems that drive 'growth' behaviour amongst customers
Lyn Etherington, Director, Cape Consulting
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The contact centre: costs, profit or value centre?
Guy Fielding, Director - Research & Development, horizon2
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Engage your staff through successful job enrichment
David Payne, Managing Director, Maia Consulting Company Limited
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Optimising performance in a difficult economic climate
Simon Roncoroni, Director, SR Consulting
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Enhancing your contact centre's internal equity
Stephen Jacobs, Director, SFJ Consulting
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Using the voice of the customer to facilitate change and improve the bottom-line
Lyn Etherington, Director, Cape Consulting
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Dispelling the myths around what constitutes great customer service
Paul Cooper, Director, Institute of Customer Service
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Building gravitas and a strong personal image
Speaker - TBA
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Everyday creativity - seeing the extraordinary in the ordinary
Claire Howell, Chief Executive, REDCo
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Push your boundaries
Sue Stockdale, Director, Sue Stockdale Ltd
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