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The moment your customers complete a support call, leave your store or branch, or submit an on-line transaction, a window of opportunity opens for YOU. This is the perfect timing to capture feedback that could support future business decisions with clear Voice of the Customer data, and help you identify new issues, trends and opportunities.
FEATURED SPEAKERS:
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LIOR ARUSSY, President, Strativity Group
Lior Arussy is an author, visionary, consultant and creative catalyst in the areas
of creating delightful customer experiences and executing profitable customer strategies. Arussy worked with leading organizations
such as Nokia, FedEx, Thomson Reuters, Honeywell, CapitalOne, Merck and SAP to name a few.
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For his thought leadership and contribution to the industry, Mr. Arussy received CRM Magazine's "2003 Influential Leaders" award and served as a juror on Fast Company's Customer First Awards 2005. Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other companies. Mr. Arussy's syndicated column Focus: Customer reaches over 600,000 readers worldwide every month. He is also the author of five books including the upcoming book Customer Experience Strategy (4i, April 2010) Excellence Every Day; Make The Daily Choice (Information Today, 2008) and Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! (Wiley 2005) In addition, he has published over 50 articles in publications around the world including at the Harvard Business Review.
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LEE MOSTARI - is the ‘Head of Customer Transformation’ for NICE Fizzback Solutions
Lee’s role is to identify best practices from his own practical application of using customer feedback in an Operational environment and learning how other NICE Fizzback users get the best from their Customer Experience Programs. From this extensive understanding of best practice, Lee is responsible for delivering truly transformational Voice of the Customer initiatives to all NICE Fizzback customers. Lee joined Fizzback, prior to its acquisition by NICE, from T-Mobile UK,
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where he worked in both the UK and for the T-Mobile International group during his 9 years with the company. Lee has had extensive experience in shaping the way customers interact with T-Mobile, holding a number of customer insight roles within the UK and internationally. Lee’s role as ‘Head of Voice of the Customer’ moved T-Mobile from a focus on how T-Mobile customers utilize products and new propositions to a much wider remit, encompassing the entire customer lifecycle.
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MATTHEW STORM - is the Director of Innovation & Solutions for NICE Systems
Matthew has over 14 years of experience in the contact center industry and started in the contact center industry back in the 1990s while working for
Dell Computer, where he implemented solutions for workforce management, recording, analytics, predictive dialers and CRM.
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Matthew regularly presents on numerous topics such as customer satisfaction, predicting churn, speech analytics, multi-channel communications and real-time guidance and has been featured in dozens of industry
events in over 20 countries. He holds a degree from Oklahoma State University and an MBA in HRM from St. Edward’s University.
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NATALIA PIAGGIO - Professional Services Manager, NICE Customer Feedback Solutions
Natalia brings more than eight years of experience working in understanding customers and building
Customer engagement strategies to narrow the bridge between companies and consumers.
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Her industry experience comprises telecommunications, entertainment, healthcare, Pharma, FMCG, Financial Services, Retail, IT, High-tech, Travel and Transport and Non-For-Profits.
Combining her quantitative and qualitative skills Natalia turns data into information, information into insights, and insights into actions.
Her good business acumen also allows companies to monetize the implications that derive from business actions (or the lack of them).
Natalia’s favorite quotes are: "You can’t fatten the pig just by weighing it: and "Success is a journey, not a destination";
two concepts she enjoys helping clients with and that she is absolutely passionate about. She joined Fizzback, prior to its acquisition by NICE, right after finishing her MBA at London Business School and earned her Magna Cum Laude BA from Lindenwood University the US.
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Michael Starr, Director, Strativity Group
Michael Starr has had the privilege of helping companies transform their customer experience for the past eight years through his work at Strativity Group, American Express, where he was Director of Customer Experience, and at Bain & Company. Michael has co-written several of Strativity Group’s studies on customer experience, including a study of almost 2,000 consumers in 2009. Michael also co-wrote Strativity’s white paper on the Economics of Customer Experience.
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| The NOW Customer |
8:30am |
| Lior Arussy / Michael Starr |
Customers 2.0 live in the NOW. Is your business ready
for them?This session will discuss the behavioral
characteristics of the 2.0 Customer, and how you
should structure your business strategy and processes
to listen and act upon the Voice of the 2.0 Customer.
The session will discuss real-life examples from
leading brands, and will outline a hands-on check list
for interacting with the 2.0 customer every customer
experience executive should implement today.
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| Transform your CEM into Actionable and Tangible results using Customer Feedback |
9:15am |
Lee Mostari / Natalia Piaggio /
Oscar Martin |
This session will discuss the best practices in
designing and executing a results oriented customer
feedback program, answering questions such as:
How to sculpt your initial request for feedback to gain
actionable insights; How to act on feedback you have
received to improve operational efficiency, customer
service and employee engagement resulting in
increased customer satisfaction and loyalty; and how
to transform the internal business culture to drive by
voice of customer.
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| An Offer You Can’t Refuse |
10:00am |
| Matthew Storm |
How do we know if the service we offer to our customers is making an impact? How do we know
if our customer-facing employees are making a difference for the better? And as our customers
have more choices, how can we insure that we are ready to impact our most connected customers?
Often these most connected customers are our most valuable and we attempt to manage them as they
navigate channels in the impersonal, untimely, and out-of-context systems we’ve created.
In this session you’ll glean new insights from customer interactions that create meaningful, personal,
specific and detailed attributes that drive customer behavior and ultimately drive your corporate objectives.
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| Open Discussion, Close, Peer Networking |
10:30am |
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