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Customer Experience Management key to long term customer loyalty

Customer Experience Management key to long term customer loyalty

The most successful companies worldwide have one thing in common. They build all of their processes with their customers in mind. They all share the belief, that a company can only be successful if it has loyal and satisfied customers.

Customer experience management is the strategic approach to delivering a consistent and planned customer experience through all channels.

Over 100 senior CE practitioners from the USA, Europe, Asia and Australia will meet in Rome, from 29 September to 1 October for the premier CE event in Europe: 2nd Optimising Customer Experience Forum.

The event is organised by the Empiria Group.
During 3 days, the event will line up some of the worlds hottest brands such as Starbucks, Lloyds TSB,, T-Mobile, O2,  Allstate, Virgin Atlantic, Aggreko, HP and more.

Senior practitioners from these companies will share their experiences with Process redesign, Cultural change, Experience consistency, the business value of CEM, measurement of Loyalty, Promoter Activation and targeting.

The third day of the conference will include two paralell Industry Think Tank sessions – one for Financial Services and one for Telecoms.

Conference speakers include:

Pablo Azar, AVP Marketing Strategy, Measurement and Insights, Allstate Insurance (USA)

Paul Laughlin, Head of Customer Insight, Lloyds TSB Insurance (UK)

Diana Robino, EMEA Cards Service Quality Director, Citigroup (Spain)

Karen Ganschow, Director of Relationship Marketing, Telstra Consumer and Channels (Australia)

Jennifer Ames-Karreman, Customer Care Project Manager, Starbucks (USA)

Craig Lee, Customer Relationship Program Manager, Emirates Airlines (UAE)

Kathy Haley, Formerly Royal Bank of Canada, currently VP Marketing, Post Canada Corp (CAN)

Richard Stollery (TBC), Senior Director of Loyalty, LEGO Company (UK)
and many more...

For more information about attending or speaking, please contact Gabriel Meixner.

PR Contact: Patrik Sevitzky

Empiria Group
Farska 4
94901 Nitra

Telephone: +421 376 969 211
Fax: +421 376 969 280

About Empiria Group:

At Empiria Group we focus on providing our clients with upper-scale B2B events, conferences, workshops and meetings. We work directly with leaders from several industry sectors to ensure that the content of our events always fits the specific needs of our customers.

Our team consists of experienced professionals from the conference and events industry. We are committed to create the best platforms for a stimulating and inspiring discussion. Besides great networking opportunities and precise organisation, we aim to deliver the best learning exprience to all participants.

We understand, that only real life experience and a focused atmosphere can maximize the value of any business gathering.


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