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Your 2010 Sponsors & Exhibitors

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Exchange Day Two – Wednesday 26th May 2010

08.30 Coffee & Registration

09.15 Chairman’s Welcome & Introduction To Day One

09:30 Delivering World-Class Actionable Insight

Jeff Resnick
Director of Consumer Insights
eBay

10.10 Linking Customer Satisfaction, Loyalty & Business Growth… Can It Really Be Done?

This interactive panel made up of leading industry analysts and customer management experts will offer you key insights into best practice case studies, market trends and innovative technologies that link customer feedback and insight with business growth, giving you top tips to put to use in your own organisation.

Marc Anné
VP Customer Insights & Advocacy
Orange Business Services

Jesse Lewis
Global Head of Customer Feedback Management
Deutsche Telekom

Jeff Resnick
Director of Consumer Insights
eBay

11.00 Mid-Morning Networking Coffee Break

BREAK-OUT WORKSHOPS

*** Select any sessions you want to attend, and we will customise your on-the-day agenda
*** A seated networking lunch will be served from 13:00 – 14:00

Extracting Accurate Multi-Channel Customer Data Identifying Areas for Improvement with Effective Data Analysis Driving Change with Actionable Customer Insight

A5 - Gaining Feedback, Driving Change: Using Customer Feedback to Influence Stakeholder Support

Sam Ellis
Customer Experience & Loyalty Manager, Managed Operations
Atos Origin

B5 - Positioning Your Customer Support Team At The Centre Of Your Insight Development & Analysis Programmes

Johan Vanhoyland
Head of Client Services Netherlands
ING

C5 - Customer Insight In The Contact Centre

Mike Sowden
Head of Service Quality
First Direct

A6 - Customer Feedback – Going Beyond The Survey

Dawn Cox
Head of Customer Service Development
Audi UK
Top rated speaker at the 2009 Customer Experience Exchange

B6 - Assisting Decision Making With Marketing Optimisation

Mark Perrett
Head of CRM
E.ON UK Retail

C6 - Actioning The Actionable: Prioritising Business Improvements With Further Customer Feedback

Marc Anné
VP Customer Insights & Advocacy
Orange Business Services

A7 - Session Reserved For Sponsor

If you have a valuable customer feedback or data capture tool and would like to find out if you qualify as a potential speaker for this session, please contact us on +44(0) 207 368 9500 or email sponsorship@iqpc.co.uk

B7 - Analysis Project Clinic

This project clinic offers you the opportunity to gain real solutions for real problems concerning data analysis and reporting Bring along examples of areas you’re looking to improve or hurdles you’re currently facing and let the experts help. This is a great chance to get free advice, not just from technology and service providers, but from your fellow attendees as well.

C7 - Leveraging A Systematic Feedback Process To Drive Improvements

Jesse Lewis
Global Head of Customer Feedback Management
Deutsche Telekom

17.30 End Of Exchange