MOUNTAIN VIEW, Calif., Feb. 7, 2013 /PRNewswire/ -- For executives seeking insightful, practical take-aways to enhance their client's experience, the 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange takes place April 14-17, 2013 at the Marriott Marco Island Beach Resort and Spa in Marco Island, FL. Participants will have an opportunity to meet and collaborate with some of the brightest minds in customer contact, customer service and customer experience. The high-level audience of senior executives will engage in sharing great insights, ideas and best practices across industries.
The expertly designed tracks at the event this year include: Voice of the Customer, It's All About the Agents, Navigating Customer Contact Channels and Analytics, Achieving Operational Excellence, and On the Move: Mobile Customer Contact. The valuable take-aways participants receive are very practical, and ready for immediate implementation.
Stephen Loynd, Global Program Manager-Customer Contact, Frost & Sullivan will provide a visionary perspective on the customer contact technology of the future. Old models are receding, new models emerging, and at the center of this dynamic is a rapidly changing, ever-more influential consumer. Key take-aways include: What is happening with today's empowered consumer? The pursuit of the omni-channel world - where are we? From mobile apps to devices - can companies keep up?
Captain Denny Flanagan, Airline Pilot and Customer Service, will deliver an opening address on the "Secrets to Uplifting Service and Unbeatable Customer Care." Participants will learn why travelers follow Captain Denny's flight schedule and book months in advance to fly on his plane; why he makes time for dinner with his customers; as well as other lessons that they can take back to their organization. Key take-aways include: keeping the customers that you already have sounds like a simple concept - it is - but you have to work for it, each customer deserves a good experience, give it to them and exceed their expectations, and insight on the importance of, "always work from the heart!"Dr. James Merlino, Chief Experience Officer, Cleveland Clinic will deliver a keynote presentation on "Cultivating a Spirit of Innovation in Customer Experience." Dr. Merlino will demonstrate why every industry needs to align their organization's culture around the company's most important resource, customers. Key take-aways include: best practices for understanding your customer, success factors for setting the organization's True North and insight on the importance of cultural alignment around the customer. The high-level program will be beneficial to senior executives, particularly C-Level, Vice Presidents, and Directors involved with: call centers, customer care, customer contact, customer satisfaction and loyalty, customer support operations, quality assurance, sales and marketing, amongst others.