1. DElEgatE InformatIon PaCk
Executive Customer
Contact Exchange
March 27 - 29, 2011
Hilton Tower Bridge
London, UK
Customer Experience | Process
Excellence | People Development
2011 Research Partners:
www.CustomerContactExchange.com

2. Executive Customer
Contact Exchange
march 27 - 29, 2011 - london, Uk
Welcome to the 2011 Executive Customer Contact Exchange
With the question of a double dip recession hanging over us, cash remains king for today’s leading organisations. Yet with ever Probably the best event
increasing customer demands, it is only those companies who are able to balance the delivery of a consistent multi-channel
service, with increased profits and reduced costs, who will lead the way ahead of the competition. I’ve ever attended”
It’s for this reason that we are inviting 60 of Europe’s most senior Customer Service, Contact Centre, Sales and Operations VP & Head of Barclays Private Investment
Directors to attend this executive level meeting, to discuss key issues including: Management, Barclays Wealth
• Balancing customer experience and business efficiency to deliver real bottom-line results
• Measuring customer satisfaction: What’s next after NPS?
• Using self-service to deliver customer choice whilst dramatically reducing costs
Why you cannot afford to
• Gaining a holistic view of your customers and the service you provide with cross-channel analytics miss the 2011 Executive
• Delivering measurable results by motivating, engaging, training and rewarding your staff
• ‘Contact centre in the cloud’ and it’s impact on the cost and value of customer service delivery
Customer Contact Exchange
• The role of social media in your contact centre now and in five year’s time
An Exchange is a unique, invitation-only
• Integrating BPM and customer service to ensure continuous performance improvement
meeting driven by pre-scheduled business
meetings, between prequalified solution
The 2011 Executive Customer Contact Exchange Speaker Faculty Includes: providers and senior decision-makers. Thought-
Bryce Coté, VP Customer Care, provoking conference sessions, executive
Radu Ciocan, VP Customer Service
TomTom roundtables and innovative networking
Europe, Deutsche Telecom
opportunities round out the agenda, resulting
Hazel Fagon, Vice President & Head of Harley Manning, VP Research Director, in three days of focused, structured business
Customer Service Support, Visa Europe Customer Experience, Forrester development.
David Foord, Associate Director of Jo Causon, Chief Executive,
Clinical Governance, NHS Direct Institute Customer Service Unlike traditional conferences or tradeshows,
the primary focus and benefit of the Exchange is
Andrew Gallacher, Head of Barclays Gareth Turpin, General Manager,
Customer Service Operations, for new relationships to be forged and existing
Private Investment Management,
Telefonica O2 partnerships to be enhanced. Exchange only
Barclays Wealth
invites executives with the highest credentials
Jo Moran, Head of Customer Service, Dennis Noorgard, Director of Customer and solution providers with the most cutting
Marks & Spencer Service, EMEA, Canon Europe edge capabilities to ensure a true peer-to-
Chris Plank, Customer Service Director, Dawn Cox, Head of Customer Service, peer learning and networking forum. Don’t this
Shop Direct Group Staples, UK & Ireland opportunity to:
Francesca Rea, Director, Order Entry & Richard Brimble, Customer Experience
Director, Veolia Water • Share and exchange knowledge, ideas and
Billing, Cable & Wireless Worldwide
concepts with your global counterparts in a
Steph Coleman, Head of Customer Steve Jackman, Customer Experience frank behind-closed-doors environment
Experience, Citi UK Consumer Senior Manager - Telephone Banking, • Benchmark your current strategies and
(Citi & Egg) Lloyds Banking Group initiatives with other leading corporations in
Don Hales, Founder, National Customer Professor Morris Pentel, Chairman, our exclusive Think Tank discussions
Service Awards Customer Experience Foundation • Meet the market leading service and solution
Carl Lyon, Founder, providers relevant to your business needs, in
Richard Snow, VP Research Director focused one-on-one business meetings
(Customer Service & Contact Centres), The Quality of Experience (QoE)
• Take part in a broad range of focused
Ventana Research
conference and discussion sessions led by
peer-level presenters, sharing innovative
Executive Customer Contact Exchange Advisory Board case-studies, best practice and lessons
learned
Dawn Cox, Head of Customer Service, Abigail Rappoport-Sharan, Director
Staples, UK & Ireland Customer & Partner Experience,
Microsoft
Francesca Rea, Director, Order Entry &
Billing, Cable & Wireless Worldwide Professor Moira Clark, Director Henley
Centre for Customer Management,
Don Hales, Founder, Henley Business School
National Customer Service Awards
Richard Snow, VP Research Director
Professor Morris Pentel,
Chairman, Customer Experience
(Customer Service & Contact Centres),
Ventana Research
“Great experience”
Foundation VP Business & Insurance Channels,
Carl Lyon, Founder,
ABN AMRO
The Quality of Experience (QoE)
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

3. Executive Customer A focused exchange on customer
requirements and ways to achieve
Contact Exchange customer satisfaction.
A great Exchange!
march 27 - 29, 2011 - london, Uk
VP Customer Service, Gilat Satcom
More Value for your Time out of the Office
Your Itinerary
The Executive Customer Contact Exchange offers a variety of unique learning styles and sessions, from which you can
build a customised itinerary that reflects your current initiatives, priorities and future strategic objectives. Your itinerary As part of the Exchange you will create your
will consist of conference sessions, one-to-one business meetings and our signature Think Tank discussions. own three day agenda to ensure it meets
your current business needs, and it will look
Conference Sessions something like this:
The highly crafted conference sessions reflect the strategic issues that senior executives have identified as priorities
Sunday 27 March, 2011
during our lengthy research process. You will choose from a selection of plenary sessions covering a myriad of issues that
will create the foundation of your agenda. 15:00 Registration
15:50 Chairman’s Welcome
16:00 Keynote Address
One-to-One Business Meetings
16:40 Keynote Address
An integral part of your agenda is the one-on-one business meetings with leading solution providers. When you register 17:20 Business Meeting
for the Executive Customer Contact Exchange, you will be asked to identify the solutions and services you are currently 17:50 Think Tank
considering, so we can invite leading experts to the Exchange who will fit your business needs. 18:20 Cocktail Reception
Prior to the Exchange, you will be able to assess the solution providers who will be attending and select 6-8 who offer 19:30 Gala Dinner
products and services that match your initiatives and priorities.
Monday 28 March, 2011
Your selections are then incorporated into your customised agenda. These private 30 minute one-on-one meetings give
you the opportunity to hear from leading specialists, whose industry knowledge and experience enable them to make 07:30 Breakfast Briefing
a valuable contribution to the requirements of your business. They offer objective, flexible and relevant strategies for 09:00 Chairman’s Recap
success. 09:15 Keynote Address
09:55 Session
This unique aspect of the Executive Customer Contact Exchange serves to simplify the process for sourcing new solutions,
10:40 Think Tank
enabling you to discover strategies that are working for others and offering you early previews of emerging technologies.
11:10 Session
11:55 Business Meeting
Think Tank Discussions 12:25 Business Meeting
Our signature Think Tank sessions encourage discussion, debate and learning in an unscripted and informal setting. You 12:55 Lunch
can choose to participate in these interactive roundtable style sessions on topics which are front of mind issues. You 13:55 Think Tank
will be able to select from a range of Think Tank topics which will be incorporated into your personal itinerary. These 30 14:25 Business Meeting
minute discussions will be moderated to ensure that the discussions stay on-course and deliver maximum benefit to you. 15:00 Session
Ask questions, share experiences, ideas and find the right answers to your immediate concerns. 15:40 Think Tank
16:15 Session
New! Customer Experience Strategy Sessions - Hosted by 16:55 Chairman’s Close
This year you will have the opportunity to schedule a one-to-one meeting with Harley Manning, VP Research Director, 17:10 Free Time
Customer Experience from Forrester, to discuss the pressing challenges you are facing in developing and implementing 19:00 Cocktail Reception
your projects. Forrester provides a vendor agnostic view of the market, and can offer guidance on ways in which leading
enterprises are improving the customer experience provided through their contact centres. These consultative one-to-one Tuesday 29 March, 2011
meetings will give you an uninterrupted opportunity to gain a fresh perspective on your most pressing challenges, helping 08:30 Chairman’s Recap
drive your service strategies to new heights. With limited availability, make sure you register your place early to secure 08:40 Keynote Address
your appointment! 09:20 Session
10:00 Think Tank
10:30 Session
11:10 Session
11:50 Business Meeting
Really useful. Lots of great ideas & really Collaborative, interactive & engaging 12:20 Think Tank
good networking event Senior Director Customer Experience & 12:50 Lunch
Culture, Vodafone Romania 13:50 Business Meeting
Head of Business Process Outsourcing Operations,
RSA Group 14:20 Business Meeting
14:50 Session
15:30 Chairman’s Close
15:45 Exchange Adjourns
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

4. What You Will Gain Access To At
The 2011 Executive Customer Contact Exchange
LEADING YOUR BUSINESS THROUGH CHANGING TIMES
Don Hales, Founder, What Makes An Outstanding Service Leader? Examining Latest Research On The Behavioural
National Customer Service Awards Characteristics Required For Customer Service Leadership
• Find out how great service leaders convey the organisation’s service aspirations
• Create realistic but stretching challenges to drive change and provide autonomy
• Gain key insights into the business impact of recognising achievement in a meritocratic
environment and involving staff in planning for the future
Dawn Cox, Head of Customer Service, 30 MINUTE THINK TANK TOPIC
Staples UK & Ireland Ultimately It’s All About People: Is The Success Of Your Change Programme At The Mercy Of Your
People? How Do You Ensure Your Change Programme Delivers Results?
CREATING MORE CUSTOMER VALUE FOR LESS
Radu Coican, Stop Delighting Your Customers In Customer Service Operations! Find Out How To Increase
VP Customer Service Europe, Customer Satisfaction to Impact Business Growth
Deutsche Telecom
• Why ensuring 0% dissatisfaction is more valuable than always trying to increase satisfaction
• Examine customer satisfaction scores and levels of churn before and after this programme
was put in place
• Removing the frills: Increase your ROI by using customer feedback to ensure you ‘just do it right’
Richard Brimble, Using Customer & Team Feedback To Shape Your Contact Strategy, Increase Customer Value and
Customer Experience Director, Reduce Costs
Veolia Water
• Management can be the biggest barrier to change: Find out why and what you can do to change it
by examining Richard’s ‘Understanding & Learning’ theory
• As the use of self-service transactions increase, ensure your front line teams - whether contact
centre agents or field service engineers - continue to collect customer feedback
• Assess a range of simple steps for disseminating best practice throughout your business to ensure
effective process and knowledge management
Chris Plank,
30 MINUTE THINK TANK TOPIC
Customer Service Director,
Shop Direct Group Driving Down Costs And Increasing Flexibility With Homeworking Solutions:
Which Operating Model is The Right One For You and What is the Impact on the Value of Customer
Relationships?
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

5. march 27 - 29, 2011 | Hilton tower Bridge | london, Uk
STAYING ONE STEP AHEAD: FUTURE TRENDS
Your Panellists Include: Market Trends Panel
Jo Causon, Chief Executive, Hear from the world’s leading Customer Service & Experience experts and find out what their views
Institute Customer Service are on current market trends and where they believe you need to be focusing your efforts for 2011 and
beyond. This interactive panel gives you the opportunity to find out:
• Which market trends to keep an eye on and which are just fads
• How ‘early movers’ have already demonstrated the benefits of new and innovative technology
Richard Snow, VP Research Director (Customer adoption
Service & Contact Centres), Ventana Research • How to capitalise on emerging technologies and achieve maximum return on your investment
Each of your expert panellists will share exclusive insights into their latest research, offering you
an unprecedented opportunity to dramatically advance your understanding of your peers’ and
competitors’ challenges.
Steve Morrell, Founder, Contact Babel
Walk away from this interactive discussion will the practical knowledge you need to start driving
change as soon as you’re back in the office.
CUSTOMER EXPERIENCE
Harley Manning, Bringing Customer Experience Into The Contact Centre
VP Research Director, Customer Experience,
Forrester • Customer experience will only work as part of a multi-channel strategy, but how can you ensure
your corporate wide approach is aligned with your contact centre strategy?
• Driving increased productivity, reduced costs and maximum service value with integrated CRM
• Best practice and lessons learned for measuring customer experience
Chaired by: Customer Experience Workshop Part 1: The Planning Part
Professor Morris Pentel,
As a precursor to the Customer Experience Workshop: Getting Stuck In, this briefing gives you the
Chairman, Customer Experience Foundation
opportunity to put your own stamp on the follow up workshop. This is a great way to highlight the key
issues that really matter to you and your business, which will shape the exercises and discussions for
Part 2. Attend this meeting and:
• Find out what the customer experience framework being used during the ‘Getting Stuck In’
Carl Lyon, workshop is all about
Founder, The Quality of Experience (QoE) • Debate and decide on the key issues that you would like to delve into further using this
framework
• Gain key insights into your fellow delegates’ priorities and benchmark your own customer
experience maturity
Chaired by: Customer Experience Workshop Part 2: Getting Stuck In
Professor Morris Pentel,
This interactive workshop is a unique opportunity for you to get to grips with a tried and tested
Chairman, Customer Experience Foundation
customer experience framework that will increase value for your customers. The agenda will run as
follows:
• Introduction to the customer experience framework and outline of the top 3 challenges facing
organisations today (as highlighted during ‘The Planning Part’)
Carl Lyon, • Break into groups to discuss and debate the issue that most relates to your own business needs,
Founder, The Quality of Experience (QoE) deciding how to best apply the framework
• Summary and feedback from all groups to be presented by the facilitators
The entire session will be facilitated to ensure discussions stay on track, and each groups’ feedback
will be briefly shared at the end of the workshop. The feedback will be sent you after the meeting to
provide you with a solid take away.
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

6. march 27 - 29, 2011 | Hilton tower Bridge | london, Uk
Jo Moran, 30 MINUTE THINK TANK TOPIC
Head of Customer Service,
Marks & Spencer The Trials & Tribulations of Customer Satisfaction:
What’s Next After NPS? How Can It Be Aligned With Online Feedback? Is Mystery Shopping Ever
Enough?
DELIGHTING YOUR CUSTOMERS THROUGH TRAINING & ENGAGING YOU STAFF
Andrew Gallacher, Delve Into The Barclays Wealth Story Of Going From Bad To Good To Great: Exceeding Client
Head of Barclays Private Investment Management, Expectations by Focussing On Staff Engagement
Barclays Wealth
• Find out how the BPIM (Barclays Private Investment Management) team transformed itself to
achieve 98% staff engagement
• Assess the impact of successful coaching programmes on client experience
• Take home top tips for managing a high performing team to ensure consistently great service
• Integrate innovative engagement techniques such as internal TV and radio broadcasts
• Developing the right internal quality framework to ensure continuous improvement
Hazel Fagon, “No-One Goes To Work To Do A Bad Job”: How To Get The Best Results From Your People
Vice President & Head, Customer Service Support,
Visa Europe • Getting it right, right from the start: Examine the crucial role recruitment plays in customer
service delivery and how you can influence your return from recruitment spend
• Find out how Visa Europe’s training and engagement programmes have resulted in a
consistent customer satisfaction rate of 90%
• Overcome the challenge of maintaining a consistent level of customer service and support as
customer satisfaction and expectations are increasing
Jo Moran, Creating A Service Circle: How M&S Engage & Train Their People To Deliver Increased Efficiency
Head of Customer Service, & Profit
Marks & Spencer
• Planning and ensuring a joined up approach: How to get maximum value and buy-in
• Adapting your organisational structure to ensure it sufficiently supports your people
programme
• The challenges and benefits of performance managing your people, in or out of the business
TECHNOLOGY, FROM BOTH SIDES OF THE FENCE
Gareth Turpin, “A Fool with a Tool is Still a Fool”: How To Use Technology To Drive Customer Service
General Manger, Customer Service Operations, Improvements
Telefonica O2
• Find out how O2 Telefonica have used technologies including social media, self-service and
virtual agents to deliver increased customer satisfaction and reduced operating costs
• Let your technology team take control! Ensure a scalable, cost effective, easy to implement
solution by giving your tech team free reign to meet your requirements
• Incorporate your customers into technology investments to ensure maximum control during
your change programme
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

7. march 27 - 29, 2011 | Hilton tower Bridge | london, Uk
Your Panellists Include:
Technology As a Business Enabler: Don’t Worry It’s Not a Sales Pitch!
Bryce Coté, VP Customer Care, TomTom
This interactive panel session is the perfect chance for you to hear from leading providers and users
of smart agent desktop, multi-channel contact centre and self-service technologies. This is your
chance to watch your direct peers test and challenge the technology experts on how their products
can provide real business benefits. Plus, help steer the direction of the discussion by putting your
Radu Coican, thoughts, questions and comments forward prior to the meeting on our brand new and interactive
VP Customer Service Europe, Deutsche Telecom networking site - only accessible for attending delegates.
The rules:
• 3 customer service experts, 3 technology providers
• Each solution provider has 5 minutes to present a client case study, focussed on the main
Gareth Turpin, General Manger, Customer Service business benefit delivered
Operations, Telefonica O2 • The customer service panel can respond with any relevant questions they feel necessary
• No selling allowed!
PROCESS EXCELLENCE
Francesca Rea, Simple Ways To Completely Satisfy Customers Needs Profitably!
Director, Order Entry & Billing,
Cable & Wireless Worldwide
• Balancing customer experience and business efficiency to deliver real bottom-line results
• Involving customers in improving the service you deliver
• Lessons learned and best practice from Cable & Wireless
Dennis Noorgard, Using Process Optimisation to Maintain Customer Satisfaction During A Global Business Change
Director of Customer Service, EMEA,
Canon Europe
• Find out how Canon Europe controlled the change of moving from an outsourced to insourced
repair centre
• Ensuring a smooth transition for internal staff and external partners with effective process
management
• Maintaining a consistent level of customer experience by enabling your customers to be in
control, and in the know at all times
PERFORMANCE MANAGEMENT
Your Panellists Include:
Steph Coleman, Head of Customer Experience, Getting Rid of the Elephant in the Room!
Citi UK Consumer (Citi and Egg) Implementing the Right Performance Metrics to Effectively Engage Your Staff & Drive Increased
Sales
Chaired by: Carl Lyon, Founder, The Quality of Experience (QoE)
Performance Management is still a central point of discussion for organisations right across the globe,
David Foord, Associate Director of Clinical and it probably always will be. So the question remains, how do you get the most from performance
Governance, NHS Direct metrics to ensure staff stay engaged and motivated, delivering the highest level of customer
experience?
Attend this session to explore the issues:
• Who sits on the quantity and who sits on the quality side of the fence - is there really a middle
Steve Jackman, Customer Experience Senior ground?
Manager - Telephone Banking,
Lloyds Banking Group
• How often is often enough to apply metrics?
• Which metrics are really the most important?
• How can sales and service performance management be integrated and aligned to deliver
maximum results?
Steve Lawrence, Business Processes &
Improvements Director, Paradigm Services
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

8. Executive Customer
Contact Exchange
march 27 - 29, 2011 - london, Uk
Who you will meet:
Exchange Delegates
To ensure the Exchange offers the highest degree of relevancy for attendees, only senior executives responsible for
designing, delivering and enhancing customer experience strategies within their organisations are invited. This exclusive
format allows you to connect with those peers whose insights you respect most – through exceptional networking,
business meetings and strategic information sharing sessions. It was very interesting, especially the
session about social media and
Executives in attendance will include VPs and Directors of: change – were very inspirational”
• Customer Service • Retail • Customer Strategy Deputy Head of Customer Experience, easyJet
• Operations • Contact Centres • Sales
Attendees will represent the following key industries:
• Financial Services (retail, • Travel • High Tech
commercial and insurance) • Hospitality • Public Sector
• Telecoms • Media • Automotive
• Retail • IT • Utilities Its good to have the opportunity to
talk to peers about the changes in the
Exchange Solution Providers contact centre environment, and the
Solution Providers are invited based on the requirements of attending delegates. The solution providers at the Customer programme added to that”
Experience Exchange specialise in the following areas:
Senior VP and Head of Retail Customer Contact
CONTACT CENTRE CUSTOMER MANAGEMENT OUTSOURCING Centres, ABN AMRO Netherlands
• Agent Analytics • Business Intelligence • Call Centre Offshoring
• Speech Analytics (speech / • Change Management • Call Centre Outsourcing
text /operational) • Complaints Management • Business Process
• Call Recording • CRM Outsourcing
• Live Chat • Customer Analysis / Profiling • Homeshoring
• Hosted Contact Centre • Customer Experience • Nearshoring
Solutions Management • Siting / Location Informative and thought provoking
• Interactive Voice Response • Customer Insight forum for learning and exchanging
(IVR) • Customer Loyalty knowledge”
• Performance Management / • Customer Satisfaction
Analytics Head of Customer Service Development, Eurostar
• Customer Feedback
• Quality Monitoring/ Analysis Management
• Sales Force Automation • Enterprise Feedback
• Speech Recognition Management
• Telephony Infrastructure • Multi-Channel Integration
• Virtual Contact Centres • Online Customer Service &
• Voice Biometrics Support
• Voice Messaging / Recording • Process Improvement / Six It was surprising how much I learned
• VoIP Sigma
from different industries. I found it
• Workforce Management / • Self Service
Optimisation • Social Media / Web 2.0 interesting and challenging and a great
• Unified Communications • Staff Motivation & Incentives learning opportunity”
• Training / Learning & Director Reservations Europe & Pacific,
Development American Airlines
JOIN THE COMMUNITY
Join us on... Follow us on... Become a member of...
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com

9. Executive Customer
Contact Exchange Customer Management IQ; a division of IQPC,
is a forum for sharing ideas, best practices
and solutions within the business community.
march 27 - 29, 2011 - london, Uk Simply put, you can interact, share solutions
to your business problems with an incredible
network of authoritative sources and practicing
professionals. It’s easy. It’s fast. It’s free.
What Your Participation Includes:
This exclusive event is strictly for senior Contact Centre & Customer Service executives. If you haven’t received an Executive Customer Contact
invitation to this event and would like to know if you qualify to attend please call +44 (0) 207 368 9484, email Exchange Partners
exchangeteam@iqpc.com or fill in an invitation application online at www.CustomerContactExchange.com
Your 2011 Sponsors
Two-day Exchange Pricing
Early Booking Rate (Book & Pay By 24th December) Standard Price
£799 +VAT* £999 +VAT*
The registration fee is ONLY payable by credit card (VISA, AMEX or MasterCard)
To apply for an invitation, please contact the Exchange team:
Telephone: +44 (0)20 7368 9484
Online: www.CustomerContactExchange.com
Email: exchangeteam@iqpc.com
Participation for qualifying delegates includes:
• 2 nights accommodation at the venue*
• Access to the secure pre-event website to customise your schedule for the Exchange
• Selection of interactive discussions, keynote presentations and conference sessions
• Selection of one-on-one business meetings with solution providers
• Breakfast, lunch and refreshment
• Networking dinner
* Please note we have a limited amount of accommodation so please book early to avoid disappointment. When the total amount of
accommodation has been allocated, the standard rate of £999 + VAT excluding accommodation will apply.
The Venue
Hilton Tower Bridge, London
All Exchange venues are very carefully selected. We
believe that the backdrop and ambience are crucial to
the success of an Exchange. By tying in rich traditions,
historic significance and unsurpassed quality at stunning Supporting Organisations
locations across Europe; these venues present the perfect
setting to conduct business and meet a peer group of
senior strategists. Our hotels provide a productive retreat,
ensuring that you are able to focus on your priorities for
participating in this Exchange.
The venue for the 2011 Executive Customer Contact
Exchange is set against the backdrop of one of London’s
best historical landmarks. The Hilton London Tower Bridge
hotel is on the doorstep of the city’s financial and shopping districts, offering you the perfect blend of modern
workspace and iconic surroundings in which to learn, network and build new business relationships.
www.CustomerContactExchange.com 44 (0) 207 368 9484 exchangeteam@iqpc.com