Customer Experience Management & Optimizing Call Centre Summits, 28th - 29th September 2010

2nd Annual Patient Recruitment and Retention Summit 
TWO EVENTS, ONE LOCATION, THE ULTIMATE NETWORKING PLATFORM "
CONFERENCE: CUSTOMER EXPERIENCE MANAGEMENT
Customer Experience is more critical than ever before to retain customers. To create a superior customer experience requires understanding the customer's point of view. 
What's it really like to be your customer? What is the day-in, day-out 'customer experience' your company is delivering?
Allan Lloyds respected and powerful Customer Experience Management Summit is bringing together top experts from 3 fast forwarding industries to lead you through market turbulences and will provide you with step-by- step methodologies that help you do your job better, faster and with larger impact.
Hear presentations and case studies from leading Telecom companies on a number of hot topics in CEM. 
Customer Care in mission of critical services 
Customer satisfaction impact on business results 
Discover the main drivers that help create that exceptional customer 
How should companies use their database in providing excellent experiences to 
customers? 
Building a customer experience strategy in a complex international organization 
How Marketing can cooperate with Quality in Financial Institutions 
Learn about  exploitation of tools and systems for pro-active customer service 
A CRM Journey in RETAIL Industry 
Discover how can banks align themselves internally and externally 



General Information
Agenda
Speakers:
Andreas Etter, Former Head Client Experience Design, UBS, CEO, alphaserve ag, 
Arjun Seth, Head of Customer Experience, BT 
Bill Staikos, Director, Global Head of Customer Experience, Credit Suisse 
Anandan Jayaraman, Chief Product and Marketing Officer, Connectiva 
Russell Graham, Managing Director, Global Head of Implementation and Service, Trade Finance and Cash Management Corporates, Deutsche Bank AG 
Dr. Ralf Mehlan, VP Service Management - Service Strategy, Deutsche Telekom AG 
Tea de la Pergolla, Marketing Director, Euronics Italy 
Laurence Aliquot, Head of Satisfaction, Intesa San Paolo 
Jean-Mi Godfurnon, Head of Customer Relationship, Sales, Loyalty, Churn Management, KPN 
Mustafa Bartin, Head of Business Developement & IT & CRM, Migros 
Jose Araujo, Business and Corporate Marketing Director, Millennium Bcp 
Clive Jones, Marketing Director, PepsiCo 
Filipa Fernandez, Head of Corporate Marketing and Research, SES Spar Shopping Centres 
Eduardo Gomez-Leal Perez, Head of Engineering & Customer Care Enterprise Customer Segment, Telefonica Internacional 
Pietro Parente, Quality of Service - Vice President Customer Experience Improvement, Telecom Italia 
Fabrizio Majorana, Chief Quality Officer, UniCredit Group 
Maria Guzovskaya, Loyalty Program Operation Director, X5 Retail Group 
Who will I meet there?
Members of Board, Vice President, Directors, Head and Senior Managers involved in:  
         - Customer Lifecycle Strategy 
          -Customer Experience 
          -Client Relationship Development 
          -CRM & Loyalty 
         - Customer Care and Service Quality 
          -Marketing / Sales 
          -Retention and Loyalty Programmes 
          -Customer Insight and Satisfaction 
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CONFERENCE: OPTIMIZING CALL CENTRES 
In order to win at customer service, we need to differentiate by being exceptional. Retaining and increasing a base of satisfied customers is the name of the competition. We have built our program based on successful sessions and continuous research in Call Center management. Working with top experts from the telecom and banking industry, this Optimizing Call Center Summit will provide you with strategies for retaining customers, leveraging technology, improving agent efficiency, cutting costs, and linking each result to the company bottom line. 
How to reinforce the importance of data quality to CRM and the customer experience 
Using customer feedback in developing customer services 
Discover customer revenue based campaign management 
Positioning and developing strategy of the Contact Centre 
Learn from the practical case studies of contact centers that have implemented the right sales metrics 
and right sales goals How Marketing can cooperate with Quality in Financial Institutions 
Learn about Role of the Contact Centre in a Multichannel environment 
A CRM Journey in banking and telecom industry 
Discover sales, retention, customer satisfaction trends 



General Information
Agenda
Speakers:
Bart Van Bergen, Head of direct channels commercial clients, ABN AMRO 
Nigel Turner, Head of CRM Competence Centre, BT 
Tom Kestens, Director Remote Sales& contact centres, BNP Paribas Fortis 
Frank Zelger, Vice President Customer Care, Cablecom 
Tadeja Zupancic, Director, Regional Customer Service Centre Head EMEA, Citigroup 
Gokhan Alakus, Senior Vice President Contact Centre, Denizbank 
Klaus Dieter Liedtke, Head of Competence Centre Voice Services for DTAG Group, Deutsche Telekom 
Hatim Badawi, Customer Care Director, Etisalat 
Morgan Zimmermann, VP Business Development, Exalead 
Virpi Nieminen, Head of contact centres, Nordea 
Scott Wickware, Vice-President, Enterprise and Mobility - EMEA, Nuance Communications 
Eduardo Matos, Director Customer Operations Service Helpdesk, Portugal Telecom 
Aleksandar Blagojevic, Head of Alternative Sales Channels Division, Raiffeisen Bank Serbia 
Milosch Godina, Head of Customer Services, Tele2 
Giuseppe Pampanini, Workload Management Director, Customer Operations, Telecom Italia 
Tomasz Siara, Director for call centres, Telekomunikacja Polska 
Who will I meet there?
Members of Board, Vice President, Directors, Head and Senior Managers involved in:  

         -Contact Centres
         -Customer Service
         -CustomerRelationship Management
         -Help Desks
         -Sales and Marketing
         -Telemarketing/Telesales
         -Field Support
         -Channel Support
         -Business Intelligence
         -Customer Data Integration
         -Enterprise Services
         -IT/Telecom
         -Hiring/Coaching/Retention
         -Workforce Management
         -Six Sigma
the full program by email marketing@lloydsconferences.com or by phone +421 252 444 221. 
To unsubcribe, click here 

Please feel free to forward this email to any of your colleagues (local and International Affiliates) who you think can benefit from this event.
Andrew Jefferson
Senior Marketing Manager,
Allan Lloyds Group.
Tel: +421 252 444 221
Fax: +421 252 444 220
Email:marketing@lloydsconferences.com