|When:||Back to Calendar » June 5, 2012 @ 10:30 am - 2:00 pm||Where:||The Establishment
3/252 George St
Sydney NSW 2000
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02 9491 1162 or 1300 362 801
Thought Leaders Executive Luncheon Series
The Customer and YOU: How the Winners are defined by Superior Customer Service and Experience
- Steven Noble, Senior Analyst E-Business & Channel Strategy, Forrester Research Inc.
- Steven Hallam, Partner, Deloitte Online
- Stuart Magrath, Director, Sales & Marketing, ipac & AMP Direct
- Yong Sheng (YS) Lee, Director APAC, RightNow Technologies
As global competition increases, products commoditise more quickly and pricing pressure grows, how can companies create a truly sustainable source of differentiation? The answer is to provide superior Customer Service and Experience.
Please join us for a lively and rewarding interactive discussion focused on using superior customer service and experience to drive business value and competitive advantage.
Hear from our 4 guest speakers why customer experience has become the most important and defensible position for your business:
Steven Noble, Forrester Research Inc, will outline the top customer service trends that will unfold over the next 5 years and how customer service leaders can balance cost and customer satisfaction and empower their agents to deliver optimal service.
Deloitte Online’s Steven Hallam will share experiences from designing and implementing superior online and mobile consumer solutions for many of Australia’s largest retailers, banks, telcos, utilities and government organisations.
AMP Direct’s Stuart Magrath will explain how he enables AMP Direct’s strategy to provide compelling customer service and experience through a mix of telephone sales and digital and direct mail channels.
Yong Sheng (YS) Lee, RightNow Technologies, will explore what defines a superior customer experience and why leading companies are investing in customer experience solutions.
With 82% of consumers choosing not to do business with a company because of one negative encounter, can your organisation afford to wait on making customer experience a top strategic imperative?
or call Lisa Handley on 02 9491 1162 or 1300 362 801 or email.