Experience Matters: Introducing Customer Experience Management
London: 17 May, 2011
London CEM Highlights
Highlights from the Customer Experience Management Event in London May 17th 2011
Neil Morgan
Snr Director EMEA Enterprise Marketing
Welcome
Kevin Cochrane
VP Customer Experience Management
EXPERIENCE DELIVERS: Importance of Customer Experience Management
Ron Rogowski
Principal Analyst, Forrester
The new era of Experiences : mobile, social and immersive
Erik Larson
Snr Director Customer Experience Product Management
Tomorrow’s Soup – The customer journey
Luke Parker
Logica
Consumerization of IT: key driver in increased customer expectations
Piyush Patel
Sapient Nitro
How digital interactions are impacting customer experiences
Nigel Kelly
Head of Project Delivery , Process Four
Transitioning court systems processes online: electronic working project for the Royal Court of Justice
Marcus Mustafa
Global Head of User Experience, LBi
Outperforming Casanova - The art of seduction design
Sundeep Kumar
Director of User Experience, Grand Union
Achieving enhanced experiences through effective digital marketing, case study in practice
David Robinson
CIO, OSI
Mobile enablement for field agents – quicker time to market, faster claims and improved customer experiences
Dominic Cain
Head of Customer Services, Southwark Council
Improved agent process to deliver better citizen services
Mike Greig
Program Manager at Middlesbrough College
New era of experiences: virtual classrooms for collaboration and cost savings
