Wednesday, January 29, 2014

How HP, Forrester, Dell and Others Master the Customer Experience

Translating data insights into an actionable plan is the foundation for building a successful and emotionally connected brand.  The 2014 Total Customer Experience Leaders Summit shines an important lens on measuring and aligning data, along with linking attitudinal metrics to behavioral data across the enterprise. This three day open forum allows for high-level knowledge exchange with the most distinguished leaders in the customer experience space. 

See for yourself - download the brochure for full program detail and session descriptions:

Our visionary speakers on data and linkage include:
KEYNOTE: Employees are the Key to delivering your Customer's Experience
Peter Neill, Former Chief Customer Officer, Level 3 Communications

The ability to deliver upon a differentiated CE falls upon your employees and how your culture enables them and your customers. Your employee experience requires investment and shouldn't be left to chance if "how" you deliver is equally as important to your customers as "what" you deliver. It's critical to incorporate employees and customers into your VOC Program - Measurement, E2E Analysis, Action, Communications, and Recognition.

KEYNOTE: Personal Intelligence: The Power of Personality at Work
John D. Mayer, Renowned Professor of Psychology, The University of New Hampshire and Author, Personal Intelligence

John is a groundbreaking behavioral psychologist and key innovator in intelligence research having written more than 125 scientific articles, books, and psychological tests, including the internationally known Mayer-Salovey-Caruso Emotional Intelligence Test. John argues that understanding personality is the key to our well-being. We are all curious about what people are thinking and what makes them tick. This urge to understand others helps us to adapt successfully to the world around us. Mayer talks about personal intelligence at work and the use of personal intelligence to understand our customers.

Twelve Year Customer Experience Journey
John Sullivan, Global TCE Leader, HP Financial Services

The key to the success of this twelve year journey could only happen through an engaged employee workforce. This presentation deconstructs the twelve year journey of a global company with over 1,500 employees supporting customers in over 50 countries competing for loyalty and wallet share in an industry and marketplace that provides superior customer experiences. John focuses on identifying and segmenting customers; internal as well as external, implementing a measurement process that gives continuous feedback and how to turn this information into meaningful, measureable action that would drive customer loyalty.

Making Promises, Keeping Promises: Building Brand and Loyalty Through Customer Experience
Kerry Bodine, Former VP and Principal Analyst, Customer Experience Research Practice, Forrester

Companies are waking up to the fact that customers' perceptions have a profound impact on business metrics ranging from brand equity and customer loyalty to increased revenue and cost savings. But for businesses to succeed, they need to get serious about the way they define, implement, and manage the customer experience. This session will explore how to make the connections between experience, brand and loyalty, the role that various touch points play in creating customer expectations and delivering on them and how marketers need to collaborate with the rest of the organization to ensure a high-quality customer experience.

....and, many more industry leaders!

Mention code TCEL14BL & Save 15% off the standard rate. Register today:

Join us and the greatest customer experience strategists of our time and together we'll advance business relevancy through customer strategy.

The TCEL Team

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