|Tuesday, 15 May|
|12.15 – 13.15||
Registration and sandwich lunch
|13.20 – 13:30||
Welcome by PhD. Bart Baesens (moderator)
|13.30 – 14.30||
Richard Sedley, Strategy Director at Foviance
|14.30 – 15.15||
Regardless whether you are in a business-to-business or business-to-consumer environment, emotion is the underpinning factor in the customer experience. Emotions will determine how you will remember your interactions with an organization.
There is only one sustainable way to achieve emotional customer engagement: consistently delivering deliberate and desired customer experiences, across all touch points and stages of the customer lifecycle.
In this session, Geert Martens, Competence Leader Customer Experience at 4C Consulting, describes a disruptive approach to customer experience management. Guided by national and international best practices, he explains how you can successfully unleash the power of emotional engagement by creating superior customer experiences.
Geert Martens , Competence Leader Customer Experience, 4C Consulting
|15.15 – 15.40||
|15.40 – 16.20||
Case story 1
discusses Eneco's vision on customer experience and describes their pragmatic implementation approach.
|16.20 – 17.00||
Case story 2
Tine Van Brandt, director channel strategy and integration SME at Belgacom, knows that consistency across channels is key for delivering great customer experiences. She talks about their innovative cross-channel strategy for the small enterprise market and how it links to their overall customer experience vision.
|17.00 – 17.40||
Your efforts to put the right message in front of the right customer at the right time are admirable. But the ability to do so requires organization, collaboration and coordination. Without a single view of the customer, the customer's view of the company is not helping the bottom line. Jim discusses how all direct marketing is branding, all branding impacts branding and how online analytics can help you keep your finger on the pulse of business
Jim Sterne, Founder, eMetrics Marketing Optimization Summit & Web Analytics Association
|17.40 – 18.00||
|18.00 – 18.30||
guided tour on tomorrow's marketing innovations
|18.30 – ...||