Archive for the ‘Customer’ Category

Optimising Customer Experience MENA 2009

Monday, January 26th, 2009

April 1&2, Dubai UAE

Senior practitioners will meet for the premier customer experience event in MENA region. The meeting will provide the best practical tips in terms of effective CEM initiatives from Asia, Europe, and USA. Join this forum to exchange ideas, compare various approaches and learn how to make your program embedded in your company’s DNA.

Growing competition in the GCC region is encouraging the biggest players to become more customer-centric. But there is still a lot to be done, as there is a considerable dissatisfaction among customers when it comes to service standards. By managing the customer experience more rigorously, companies can maintain quality while still saving money.

This conference is a must for anyone who is developing a customer experience programme Head of Strategic Projects, Royal London

Outstanding speaker line-up includes
* Johann Schradt, Director Customer Experience Assurance, DU – UAE
* Kevin Goodburn, Head of Customer Service and Experience, BankMuscat Oman
* Mark Grieves, Head of Customer Experience, Group Quality & Service Excellence, OCBC Bank Singapore
* Jennifer Ames-Karreman, Customer Care Project Manager, Starbucks USA

Featured case studies:
* Differentiating with great Customer Experience by FedEx
* Building and sustaining a customer focused culture by Starbucks
* Structuring the sales & service in organizations to deliver a unique and rewarding CE by Aramex
* Integrating Voice of the Customer and building a business case for your CEM journey by Cablecom
* Designing and simplifying processes directly linked to the customer by Vodafone
* Redesigning customer journey to achieve the emotional engagement with your customers by Emirates

For more information, contact Susan Tabacko, Event Marketing Manager at or call +421 376 969 211.

New Speaker Faculty, Coca-Cola, Home Depot Site Tours Announced for Customer Feedback Week

Wednesday, July 23rd, 2008


IQPC, Customer Management IQ and Marketing IQ announced the full schedule and speaker lineup for the 5th Customer Feedback Week, taking place September 22-25, 2008 at The Westin Peachtree Plaza in Atlanta, GA.

Slated to be the largest Customer Feedback Week hosted by IQPC, the four day event offers a new speaker faculty from award winning companies, 5 Workshops, tracks for both B to B and B to C professionals, 3 book signings and 2 site tours at Coca-Cola and Home Depot.

The 5th Customer Feedback Week focuses on capturing, analyzing and translating the voice of the customer into results: customer retention, brand advocates, revenue and business growth. The event attracts cross-industry Customer Service professionals looking for the tools to keep pace with changing business climates as well as customer needs and expectations.

“I was really impressed with the line up of speakers,” said Gina Rossi, VP Marketing and Brand Development, Oneida Financial Corporation, of previous IQPC Customer Portfolio events. “I couldn’t have hand picked a better bunch.”

This year’s speaker faculty is set to surpass previous expectations. The current lineup hails from a diverse portfolio of leading companies and includes:

Tina Waters, Senior Vice President Customer Service Operations, COMCAST
Gregory Breck, GM-Customer Experience, GE HEALTHCARE
Lynn O’Neill, Assistant Vice President of Customer Experience, NEW YORK LIFE
Brad Nichols, Senior Vice President of Global Customer Service, THOMSON REUTERS
Greg Snyder, Customer Feedback Manager, MICROSOFT
Deborah Eastman, Chief Marketing Officer, SATMETRIX, the Net Promoter Company

The 5th Customer Feedback Week also highlights the addition of two exclusive site tours to Coca-Cola and Home Depot. Coca-Cola, one of the world’s most valuable trademarks, invites attendees to their morning post-conference site tour, “Leveraging Feedback for Process Improvement and Protection of Brand and Trademark.” Guided by three Coca-Cola executives, participants learn how to be available for consumer feedback across multiple media to protect their brand and trademark.

Home Depot, the world’s largest home improvement specialty retailer, hosts the second post-conference site tour, “Focus of Customer Service Strategy.” Attendees learn about the four principles of Home Depot’s customer service strategy, and visit the call center operations and the Home Depot Legend Museum.


For more information on the 5th Customer Feedback Week, please contact:

Lisa Schulman

IQPC provides business executives around the world with tailored practical conferences, large scale events, topical seminars and in-house training programs, keeping them up-to-date with industry trends, technological developments and the regulatory landscape. IQPC’s large scale conferences are market leading must attend events for their respective industries.

IQPC produces more than 1,500 events annually around the world, and continues to grow. Founded in 1973, IQPC now has offices in major cities across six continents including: Berlin, Dubai, Johannesburg, London, Madrid, New York, Sao Paulo, Shanghai, Singapore, Stockholm, Sydney, and Toronto — with additional openings scheduled for 2007. IQPC leverages a global research base of best practices to produce an unrivalled portfolio of conferences.