CUSTOMER EXPERIENCE FORUM 2009

London - Tuesday 28th April, 2009

Thinking about improving your customer experience? Finding it difficult to get your programme underway? Or, do you simply need a constructive and critical review of your programme by other experts? If yes, then this workshop is for you. Today, many different opinions and approaches are being applied to the creation of a great customer experience, so how can managers separate the good ideas from the bad? How can managers check their own assumptions and avoid wasting precious resources and time? This workshop shows delegates how to be more critical of advice and select an approach that works for them in their situation.

You will learn about current research, the key building blocks and the right tools and techniques to create your customer service design. Then you will be able to deliver long-term profitability. Understanding the way your customer thinks and feels about your organisation is fundamental to the delivery of a great customer experience. We will share new scientific research that has uncovered the links between customer perceptions and what an organisation needs to do in order to create a superior experience and drive operational effectiveness.

This interactive one-day event will be led by Stephen Parry, CEO and founder of See Business Differently, the world’s thought leader in creating superior service climates. Stephen is author of an international best- selling book and industry white papers on customer experience.

The research and design methods have been painstakingly developed based on many years of successful implementations around the globe where See Business Differently have advised companies on how to improve their customers’ experiences and their operational excellence. Companies like BT, Dell, DHL, Coca-Cola, Fujitsu, TNT and many others in the private and public sectors have all benefitted.

Attendees will understand how to:

• Select the type of change that will be the most useful for their organisation.
• Construct an effective design for improving their organisation's customer experience.
• Understand what the best companies do and how to avoid pitfalls and problems.
• Create the service climate required to build a great customer experience.
• Galvanise their organisation into action!

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Morning session:

Understanding the research and principles required to create a superior customer experience, including a number of case studies.

Afternoon session: New and retuning delegates

Returning delegates: Having previously practiced implementing customer-experience projects, the teams will share their knowledge and tackle remaining challenges.

New delegates: Will be split into groups to design a customer-experience project for their organisation using the principles outlined in the morning session.
Final Session

Further analysis will be given on the common obstacles that the teams have encountered.  See Business Differently will also present the steps needed to sustain a great, long-term customer experience.

Networking and longer-term collaborations between non-competitive companies will also be facilitated and encouraged.