The European Conference on Customer Management
Learn from our sponsors and exhibitors how you can deliver world-beating customer management services.

Date: 13 May 2003	Country: United Kingdom
	City: London
	Venue: The Queen Elizabeth II Centre, London, UK

This year’s expanded programme means there is more choice than ever – 8 keynote speakers, 6 conference tracks with 36 sessions and an exclusive networking evening of great food, free drinks, live music and dancing at Dover Street, London’s largest Jazz Restaurant and Bar.

The hardest part will be deciding which sessions to include in YOUR own personal conference programme.

15 Reasons Why You Cannot Afford To Miss Europe's Premier Customer Event

(1) Live & In Person The World’s Greatest Business Thinkers

A unique opportunity to hear three of the world’s most sought after business visionaries together at one event.

Be truly inspired by:

Tom Peters, The World’s Leading Management Guru
Gary Hamel, The World’s Reigning Strategy Guru
Fred Reichheld, The World’s Leading Loyalty Expert

In addition to create even greater value for conference attendees we have added two keynote bonus sessions.

These two speakers would normally headline other events in their own right.

Don’t miss this opportunity to gain invaluable insights from two internationally acclaimed speakers:

Allan Pease, The World Authority on Body Language & Human Communication (Allan’s session’s Why Men Don’t Listen. And Women Can’t Read Maps will be humorous and controversial)
Robert Sutton, A Leading Authority on Innovation & Author of the international bestseller Weird Ideas That Work

(2) Live & In Person Leaders From The World’s Most Customer Centric Organisations
Buzz with new ideas for putting the customer at the heart of your business from:

Allan Leighton, Chairman, Royal Mail, Bhs & Lastminute.com
Val Gooding CBE, Chief Executive, BUPA
Mike Harris, Founding CEO, First Direct & Egg

(3) More Choice Than Ever With a Record Number of Sessions: 8 Keynote Sessions & 36 Track Sessions

This year’s expanded programme means there is more choice than ever – 8 world-class keynote speakers, 6 conference tracks with 36 sessions and an exclusive networking evening of great food, free drinks, live music and dancing at Dover Street, London’s largest Jazz Restaurant and Bar.

(4) More Case Studies Than Ever Before To Ensure You Truly Learn “How To” Put the Customer At The Heart of Your Business

Case Studies include: Claridge’s, Hallmark Cards, National Express, Timpson, Liverpool City Council, St Luke’s, Disneyland Paris, Barclays Bank, British Gas, Guinness, Orange, BSkyB, Farelly Facilities, BT Retail, Autoglass, First Direct Bank of Israel, Volvo Cars of North America, Union Bank of Norway, IBM, T-Mobile and British Airways London Eye.

(5) Leading Experts Will Share Their Latest Thinking & Knowledge

For our track sessions we have gathered together some of the leading customer management authorities from Europe & America.

The experts who will share their latest thinking and knowledge with you include:

Chris Daffy, The UK’s No.1 Customer Service Specialist
Shaun Smith, Co-author of the ground-breaking book Managing the Customer Experience
Jill Griffin, Leading US Loyalty Expert and Author of the best-selling business books Customer Loyalty: How To Earn It, How To Keep It and Customer Winback.
Gary Hamel, The World’s Reigning Strategy Guru
Fred Reichheld, The World’s Leading Loyalty Expert
Kristina Murrin, Co-author of the ground-breaking book -How to Start a Creative Revolution at Work
Jerry Fritz, Award-Winning Educator and Speaker on Customer Service & Marketing
Steve Simpson, Australia’s Leading Corporate Culture Authority
Mary Gober, Leading World Authority on Customer Service
Kathleen Peterson, Internationally Acclaimed Contact Centre Authority and
Colin Shaw, The Customer Experience Guru.

(6) Party the Night Away at Dover Street, London’s Largest Jazz Restaurant and Bar – great networking opportunities, great food, free drinks all night, live music and dancing
eCustomerServiceWorld.com and Vertex are delighted to invite conference delegates to an evening of live music, dancing and the best in fine French cuisine at Dover Street, London’s largest Jazz Restaurant & Bar. For the exclusive use of conference delegates, this evening provides a great opportunity to unwind at the end of an intensive conference day and to meet other delegates in a relaxed atmosphere.

The Dover Street Restaurant & Bar, in the heart of Mayfair, has been established as London’s most atmospheric restaurant and live music venue for twenty three years. Our exclusive networking party runs from 8 pm to 2 am on the night of 13th May and is FREE to our conference delegates (including all food and drinks). We hope you are able to take advantage of the networking opportunity and enjoy a great night out at one of London’s premier venues.

(7) Great Networking Opportunities Throughout The Conference

Where else do you get the opportunity to network with 800 senior executives and managers from some of Europe’s most respected organizations? With at least 10 specific networking sessions, you will have the opportunity to discuss with your peers how they are tackling the same issues and problems that you face in delivering World Class Customer Management. You will gain new ideas and make invaluable contacts.

(8) Design YOUR OWN Personal Conference Programme

With six tracks – Customer Service Management, Business Leaders, CRM, Marketing, Contact Centre Management & Customer Management Tools & Techniques – incorporating 36 cutting-edge sessions, there is no more yawning through sessions that are not relevant to you. You choose on the day which sessions YOU want to go to. So whether you are the CEO of a large organization or the manager of a small department you can mix and match sessions to meet your needs, not ours.

(9) Great Venue & Location

The 2003 European Conference on Customer Management is being held at London’s award-winning venue The Queen Elizabeth II Conference Centre. Located in the heart of Westminster, some of London’s best known landmarks provide a stunning backdrop to this purpose-built conference centre.

(10) Optional One-Day Workshops Provide An Intensive Learning Opportunity

Our full day optional workshops offer great value and provide you with not only cutting-edge knowledge and techniques but also a detailed “how to” implementation plan for when you get back to the office. The three workshops are:

Workshop A: Emotional Marketing Strategies: The Hallmark Way of Winning Customers For Life
Workshop Leader: Scott Robinette, President, Loyalty Marketing Group, Hallmark Cards, Inc. & Author of the best-selling book Emotion Marketing.

Workshop B: 10 Strategies For Achieving “World-Class” Contact Centre Success
Workshop Leader: Kathleen Peterson, Internationally Acclaimed Contact Centre Authority & Chief Vision Officer, PowerHouse.

Workshop C: Customer Loyalty: How To Earn It, How To Keep It: A Strategic Blueprint For Building Customer Loyalty
Workshop Leader: Jill Griffin, Leading US Loyalty Expert & Author of the best-selling books Customer Loyalty: How To Earn It, How To Keep It and Customer Winback.

(11) Discover What Products & Services Are Available For Putting The Customer At The Heart of Business

Through our sponsors and exhibitors learn how some of the world’s leading suppliers can help you deliver world-beating customer management. The main conference sponsor is Vertex, the UK’s leading customer management outsourcing organization. Other sponsors include Forum, AchieveGlobal, Swallow, and Chameleon.

(12) Don’t Let Your Competitors Steal A March

With 800 attendees due many of your competitors are likely to be represented at the conference. You can stop them gaining a competitive advantage over you by attending the conference.

(13) The Conference Learning Doesn’t End…Post Event Follow-Up Service

Too often delegates go away from conferences brimming with new ideas to implement but once back at the office unexpected problems surface that the presenters didn’t cover. With no one to turn to, all this new found enthusiasm quickly wanes. To overcome this there will be a bulletin board on our web site for the exclusive use of conference attendees. Post your problem or query and a fellow delegate or the actual presenter will repond.

(14) 95% & 94% Approval Rating From Delegates Attending the 2002 & 2001 Conferences Respectively

95% of delegates rated the 2002 European Conference on Customer Management as either Excellent or Good. That is phenomenal feedback from an audience made up of customer management professionals! Of course, our dedicated team is highly motivated to put on an even better event for 2003.

(15) Great, Great Value! All of This For An Investment of Only £1295

Take the conference challenge! Compare the calibre of speakers, the content of the sessions, the number of sessions, and our conference investment price with other conferences. The whole team at eCustomerServiceWorld.com sincerely believes you won’t find a better value conference out there.

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