CANNES, France, Feb. 26, 2013 /PRNewswire/ -- Customer Contact 2013, Europe: A Frost & Sullivan Executive MindXchange takes place 9-11 June, 2013 at the Novotel Cannes Montfleury, France. Participants have an opportunity to meet and collaborate with some of the brightest minds in customer contact to share insights, ideas and best practices, across a plethora of industries.
The featured spotlight at the event, "Delivering Happiness: The Zappos Customer Service Story," will be delivered by Zappos.com Speaker of the House and Chief Culture Ambassador Jamie Naughton. Participants will learn more about "empowering the team," which gives employees the power to do their job and decide on what needs to be done in assisting customers, and to inspire a culture of happiness and satisfaction that will transfer to customers. Key takeaways include insight on how to lead by building open and honest relationships, implementing best practices for actively managing your culture to a set of core values, and developing a framework to elevate expectations and accountability at all levels.
The expertly designed topics at the event this year include 15 Great Ideas to Boost Efficiency and Effectiveness, Exceeding Customers' Expectations in a Self Service World, Integrating Social Policy and Processes into the Contact Centre, Operationalising Multichannel Integration in the Contact Centre, Proven Ways to Link Customer Contact Metrics to Business Outcomes, and Optimising Big Data: the Contact Centre's Goldmine.
Global Services Customer Experience Futurologist at BT, Dr. Nicola Millard, will deliver the keynote presentation, "Easy Does It: Serving Autonomous Customers." Dr. Millard will answer the question: with customers increasingly serving themselves online, how do organisations differentiate themselves in a world where loyalty is largely dead? Based on new global research into consumer behaviours, participants will find out what independent customers want from organisations in terms of their contact strategies. They will discover what channels are being prioritised by customers now and into the future, how social and mobile channels fit into the mix, and if ease of doing business is the new loyalty.
The "Creating a New Perception: How the Contact Centre Makes the Enterprise More Efficient, Effective and Competitive" keynote will be delivered by Symantec Corporation Vice President of Worldwide Support Stefan Osthaus. By taking the bull by the horns and turning customer contacts from cost drivers into loyalty opportunities, participants will be able to leverage their customer care to become the best – rather than just dunking dollars into a bottomless pit. Key takeaways include: a framework for a customer care turnaround from a cost centre to a loyalty driver, success factors and metrics to drive and create a successful transition plan for your care organization, lessons learned, as well as pitfalls and outcomes that result from the successful implementation of this approach in one of the world's largest software companies.
"This is an excellent forum," said LifeLock Senior Vice President of Member Services and Operations in response to a previous Customer Contact, Europe Executive MindXchange. "We gained fresh insights, while sharing our own experiences and making new connections."
Participants will not want to miss, Cannes@Day: Taste & Tour, where they will experience the city of Cannes as a local, tasting the traditional fare as they weave their way through cobblestone streets full of history. To complete the travels, participants will sit, relax and sip on French wines while enjoying a gourmet picnic lunch on the water's edge.
To register for the 7th Annual Customer Contact 2013, Europe: A Frost & Sullivan Executive MindXchange, please visit: www.frost.com/customercontacteu or to download the event agenda, please visit: www.frost.com/cce-agenda. For more information, please email: events.us@frost.com or call Matthew McSweegan at +1-516-255-3812. In addition, please join the conversation on Twitter with the hashtag: #CCEurope.
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