Executive Customer Contact Exchange US

October 13 - 14 2016, Miami, FL

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Personalize, Digitize & Monetize Your Customer Services

The Customer Contact Exchange is the go-to meeting for C-level & VPs/Directors of Customer Services, Contact, Experience and Operations from Fortune 500 companies to share best practice and improve the future of customer contact. 

The Exchange has worked with customer services experts to design an agenda that is tailor made for decision makers within the customer contact field. Join our experts  to ensure your contact strategies are as sharp as possible.

Overall, the Exchange will tackle how to streamline internal functions to optimize operations and maximize employee engagement whilst reducing costs and increasing profit. The following are key areas we will consider at the Exchange:

  1. Understanding your customers through the various customer feedback channels where they can express satisfaction, or dissatisfaction to improve overall customer experience - Find Out More

  2. Creating a customer centric multi-channel business to give customers the freedom they need, and employees the clarity they seek to understand the customer journey - Find Out More

  3. Digitizing contact center functions to ensure a seamless customer experience and increase first contact resolution - Find Out More

Space is limited to just 70 senior executives so please inquire today to find out if you qualify to attend. You can also download the information pack to find out more.


Sponsors & Exhibitors
Silver Plus Sponsors
Genesys
TPG Telemanagement
Silver Sponsors
[24]7
Firstsource
Inbenta
Nice Systems
Sitel
WalkMe
Bronze Sponsor
GC Services
2015 Sponsors Included:
Aptean
CBE Companies
Conversocial
Interactions
iQor
ISON BPO
Lithium
MHI Global
Salemove
Thunderhead
Verint
Vocalabs
VPI
WalkMe
Media Partners
Independent Research Partner
Forrester
2015 Media Partners Included:
Call Center IQ
CRMXchange
CX Network
Loyalty Magazine
Mobile Innovation Magazine

  • Post Event Report Post Event Report
    In October 2015, the Executive Customer Contact Exchange connected 70 Senior VPs, Directors and Heads of Customer Services with a selection of sector leading solution providers and analysts to discuss and find solutions to the biggest challenges facing customer service, ranging from turning insight into action, segmenting customer strategy, to the chatbots that are changing the face of the contact center.

    This post event report outlines these and many more central themes that arose from discussing the challenges and trends driving high levels of investment across the broad technology and service provider landscape.
  • The Changing Face Of The American Contact CenterThe Changing Face Of The American Contact Center
    Customers are now engaging with brands and customer services in a more sophisticated way than ever before. Emotional engagement, personalization, even individualization are now key areas which organizations need to be looking at to remain competitive. So are you ready to personalize, digitize and monetize your customer services? Find out how the experts are doing it. 
  • Exclusive Forrester Research Q&A: How To Move From Personalization To IndividualizationExclusive Forrester Research Q&A: How To Move From Personalization To Individualization
    Grab a copy of this exclusive excerpt shared by Forrester Research from their December report, “Personalization And The Rise Of Individualized Experiences”.
  • Understanding Customer Service LeadersUnderstanding Customer Service Leaders' Top 10 Investment Priorities for 2016 and Beyond

    The Executive Customer Contact Exchange surveyed our elite network of customer service leaders to understand their biggest customer service business challenges and which tools and solutions they plan to invest in over the next 6 - 12 months

2016 Speakers Include

Ingrid Lindberg
Founder
Chief Customer
UPMC Health Plan
Mary Beth Jenkins
Chief Operating Officer
UPMC Health Plan
EA
John Pompei
Head of Customer Care Operations WW
EA
Citi
Matt Allred
Managing Director of Customer Service Operations
Citi
Adidas
Nic Vu
SVP - North America
Adidas
United Health Group
Michael Baker
VP, Consumer Services - Medicare & Retirement
United Health Group
Capital One
Corey Lee
VP - Contact Center
Capital One

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