International

Customer Experience

Conference 2015

04 March, 2015

Budapest, Hungary, Hotel Royal Corinthia

21%

Customer Experience is a key differentiator of today’s business. Based on DEVELOR’s International Customer Experience Research 2014, corporate decision makers reported 21% total income loss in case of fail to provide positive, brand consistent CX. This is a huge amount at stake.

90%

 Technology clearly has a key role, but it’s crucial for organisations to look more broadly, considering the importance of internal factors and human resources. Around 90% of top companies manages CX amongst the highest ranked strategic topics, and almost all aims to be the CX leader of their business segment.

Join a dedicated group of international CEOs, CMOs, CX Managers and Retail Directors to learn more about this strategic issue and share your practices.

Conference Program

Presentations

The results of the International Customer Experience Survey 2014 Governance Model to drive Customer Loyalty Alignment of Customer Touchpoints Keynote speech of 2014 CX Award winners NPS+ – the new way to detect subconscious CX drivers

Corporate Best Practices

State-of-Art Online Solutions Big Data and Personalization International Engagement Project to drive CX Internal end-to-end CX audit in practice 21st Century Call Centre for client retention Learning intervention driving measurable CX International Telekom Roundtable discussion International Banking Roundtable discussion The presentation of the winners of “Best CX Projects Award 2015”

Reception & Gala Dinner

Award Ceremony – „Best CX Projects Award 2015”

Speakers

Best CX Project Award 2015

Showcase your organization’s projects to improve Customer Experience! The Best CX Project Award attracts organizations from Europe and Middle-East every year. You can apply for the Award if you have accomplished groundbreaking initiatives to improve Customer Experience in your organization in 2014. The Evaluation Committee is a team of international CEO’s, the Committee assesses applications and with the help of personal or telephone interviews selects the winner based on four criteria: innovation, measurable results, involvement of the organization and sustainability.

International Customer Experience Survey 2014

It is indisputable that customer experience is like an express train, which we either hop on really fast and become “the leader of CX”, or it will cruelly run us over. Those service firms will be successful who are able to uncover even the unconscious impulses and can dynamically influence consumers’ and customers’ emotions.

Based on discussions conducted with top managers responsible for this topic and numerous client projects executed we can state two things: the topic has become highly important for most of the service and retail companies, however despite this very fact there is still a great confusion in people’s minds regarding even the definition of customer experience.

Therefore, it would be useful to start off from the same platform. Let us begin by defining customer experience, which we have created during our professional projects. Our definition is the following: “Customer experience is the impressions formed in a customer at touch-points based on previous experiences that are equally affected by emotional and rational, as well as conscious and unconscious impulses.”

Venue & Travel

The INTERNATIONAL CUSTOMER EXPERIENCE CONFERENCE will take place in the capital of Hungary. Budapest is one of the most memorable cities in Central Europe. Beautifully restored for a new generation of traveler, Corinthia Hotel Budapest is one of the grandest hotels in the city.  An impressive landmark building with an imposing Neo-classical façade and soaring glass atrium, Corinthia Budapest offers a choice of elegant eateries and destination bars for even the most discerning traveler.

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