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Agenda 17 June
8:00 - 9:00
Registration and Networking Coffee |
9:00 - 9:15
Opening Remarks
John Abraham, General Manager, Net Promoter Programs, Satmetrix |
9:15 - 10:00
Breakthrough Experiences: Expect the Unexpected
Keynote: Richard Owen, co-Author, Answering the Ultimate Question, and Satmetrix CEO |
10:00 - 10:45
Accelerating the Customer's Delight
Keynote: Gary Lubner, CEO, Belron® (Carglass® and Autoglass®)
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10:45 - 11:15
Networking Break
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| Break-Out Tracks |
TRACK: Creating Delight (B2C)
Track Chair: Alison Davidge, Senior Account Manager, Satmetrix EMEA |
TRACK: Creating Delight (B2B)
Track Chair: Glenn Jones, Managing Director, iBuzcon |
TRACK: Best Practices
Track Chair: Karen Lindquist, Director of Research and Development, Management
Centre Europe |
11:15 - 12:00
Delighting Your Customer to Set You Apart: Dell's Successful Strategic Plan
Gary Fox, Global Director of Customer Experience, Dell |
11:15 - 12:00
A Market Leader's Plans to Stay On Top: Using NPS to Identify Growth Opportunities and Drivers of Change
Bettina Schmidt-Smylla, Head of Market Development and Marketing, and
Alexandra Krämer, Marketing Support, Grain Processing Division, Bühler AG
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11:15 - 12:00
Building the Foundation for a Net Promoter Programme
Frank McCusker, Director, Client Management, EMEA, Satmetrix |
12:00 - 1:15
Networking Lunch |
1:15 - 2:00
Making "Happy" Happen for Your Customers
Tim Kaner, Founder, Kancha Consulting, and Former Director, Marketing Strategy Office, Sony Europe |
1:15 - 2:00
Creating Customer Delight and How to Sustain It
Alan Harrison, Global Lean Champion, The Weir Group PLC |
1:15 - 2:00
NPS and Employee Engagement: A Journey to Improved Business Processes, Cost Reductions, and Higher Employee Advocacy
Crispin Manners, Director, Kaizo and CEO and Founder, ONVA and Elizabeth Harraway, Vice President, Corporate Affairs & Global Employee Communications, Travelport, Inc. |
2:15 - 3:00
Getting the Right Message from the Wrong Direction
Arti Ots, Marketing Director, Elion |
2:15 - 3:00
NPS As A Navigational Tool - From Improving Customer Communication to Plotting Global Strategic Initiatives
Gert H.N. Laursen, Head of Customer Intelligence, Centre Marketing, Maersk Line
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2:15 - 3:00
Making Customer Feedback Actionable
Naomi Kasolowsky, Sr. Director, Business Consulting, EMEA, Satmetrix |
3:00 - 3:30
Networking Break |
3:30 - 4:15
Mining for Gold: Using NPS® to Activate Sales Growth and Investment Returns
Keynote: Christophe De Vusser, Partner, Bain & Company, Inc. |
4:15 - 5:00
Define Delight - Then Get It Right
Keynote: Shaun Smith, Founder, Smith+co and author of Managing the Customer Experience - Turning Customers Into Advocates and Simon Groves, Head of Customer Experience and Strategy, Marketing, O2 UK |
5:00 - 7:00
Networking Reception |
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Agenda 18 June
8:00 - 9:00
Networking Coffee |
9:00 - 9:45
The Proof is in the Programme: Incremental Steps to Success
Keynote: Marc Berendes, Head of Enterprise Solutions, Area Europe, Abbott Diagnostics Division, Abbott GmbH & Co. KG |
9:45-10:30
Pride or Money? Motivating Employees to Delight the Customer
Keynote: Deborah Eastman, Chief Marketing Officer, Satmetrix |
10:30 - 11:00
Networking Break |
| Break-Out Tracks |
TRACK: Relationship Management
Track Chair: Alan Woollam, Managing Director, Xperience Associates |
TRACK: Contact Centres
Track Chair: Paul Turner, Account Executive, Satmetrix EMEA |
TRACK: Best Practices
Track Chair: Melanie Jugdev, Senior Account Manager, Satmetrix EMEA |
11:00 - 11:45
Defining Your Added Value - Moving from Satisfaction to Loyalty
Gerlof Toenhake, Director, Customer Relationship Management, Ball Packaging Europe |
11:00 - 11:45
Take This Rule – and Break it! Encouraging A Creative Approach to Problem-Solving in the Call Centre
Jura Schoeder, EU CS Customer Loyalty Supervisor, EU CS Service Development , eBay International AG |
11:00 - 11:45
Friend Me! Best Practices for Harnessing the Power of Social Media
Dr. Nils Andres, CEO, Brand Science Institute and Dr. Torsten Wingenter, Global Coordination Social Media Marketing, Lufthansa German Airlines |
12:00 - 12:45
What You Ask Determines What You Hear – Putting Yourself in Your Customer’s Shoes
Steve Hewson, Managing Director, Operations Division, Colt
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12:00 - 12:45
Ensuring Your Contact Centre Is Centred Around Customers
Robyn Weeda Stephenson, Director, Program Management Office, World Wide Support and Customer Experience, Symantec
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12:00 - 12:45
Making Customer Feedback Actionable
Naomi Kasolowsky, Sr. Director, Business Consulting, EMEA, Satmetrix
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12:45 - 2:00
Networking Lunch |
2:00-2:45
The Secret to Creating Promoters—Economical Delight
Keynote: Fred Reichheld, Author, The Ultimate Question |
2:45-3:30
Trusted Friendships: The Perfect 10
Keynote: David Speakman, Chairman, Travel Counsellors |
3:30-3:45
Networking Break |
3:45-4:30
The Insider's View of Net Promoter Programme Success
Keynote: Dr. Laura Brooks, Vice President, Research and Business Consulting, Satmetrix, and co-Author, Answering the Ultimate Question |
4:30-4:45
Closing Remarks |
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