Come and Join Us at Our Breakfast Briefing on Tuesday, 6 July 2010!

Groundbreaking new research by Convergys shows that recession, demographic shifts, and social media have changed customer expectations and behaviours. Today's consumers are not just looking for the lowest cost, but for the best combination of product, price, and service. They are more willing to seek out the right experience and more likely to switch providers if they don’t find it. Shaun Smith will show how companies such as Zappos and First Direct have turned customers into their most effective advocates, how to re-think your business from the customer’s point of view, and how to maintain growth by delivering a superior customer experience.

Agenda:

Register now!

Altitude 360°

29th Floor
Millbank Tower
21 - 24 Millbank
London
SW1P 4QP

Altitude 360° London is situated on the 29th Floor of the Millbank Tower, right alongside some of London’s most famous landmarks.

Shaun Smith
Business Author, Consultant, and Customer-Experience Expert

Over the last decade, Shaun Smith has been a key catalyst in expanding management focus from the tactical issues of customer service to the wider strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, helping organisations world-wide to create compelling customer experiences that achieve brand differentiation and long-term customer loyalty. He is co-author of three acclaimed business books, and rated as a top business speaker for leading organisations throughout Europe, Asia Pacific and the US. Shaun now runs his own London-based customer experience consultancy, Smith+co.

Gareth Turpin
Head of Customer Service Transformation, O2

After spending the early part of his career in the banking sector before joining Telefonica O2 UK in January 2001, Gareth spent the subsequent six years in various IT and Technology roles primarily leading the Service Management function. In early 2007 Gareth joined the Customer Service directorate to lead their transformation programme which has helped Customer Service deliver industry-leading customer satisfaction, significantly increase Sales through Service Revenues and improve employee engagement whilst transforming their cost to serve. Alongside his Transformation responsibilities Gareth also currently leads Customer Service Change, Learning and Development, Planning, MI and Customer Experience.

Frank Sherlock
Senior Vice President and Managing Director, Convergys International

Frank is responsible for growing Convergys’ International business with new and existing clients by delivering Convergys’ technology solutions to these clients. The Relationship Management solutions embrace technology, live agent, consultancy, professional services or a blend of these to deliver optimum end customer experience.

Ajay Murthy
Vice President of Marketing, Customer Management (CM), Convergys

Ajay is responsible for managing all global marketing activities for CM where he oversees all marketing related functions for the brand including long- and short-term strategies, marketing plans and advertising and promotion programs to achieve the line of business profit and sales objectives.