Customer service: Developing a better customer experience

Time: 10-11 June 2010
Venue: Madrid, Spain

These are unprecedented times for banks. The need to be customer-centric and to improve the customer experience is more important than ever. This event will therefore focus on different approaches to customer service management. It will also explore the practical steps that can be taken to develop a superior customer experience – the main battleground for banks seeking to attract and retain profitable customers.

The conference will include sessions on the following topics:

• Customer experience development
• Measuring and targeting customer service
• Organisational structure and responsibility for customer service / experience
• Rewards and motivation, training and performance management

Efma’s annual benchmarking survey of customer service will be presented at the conference, as well as the results of a new EFMA study of customer experience management in both Europe and other parts of the world.

Key issues that will be discussed by delegates include:

• Customer experience. What makes a good banking experience? Can banks learn from retailers? How can they monitor and enhance the customer experience? Which customer groups and segments should be targeted?
• Organisational structure. How does regulation affect the customer experience? Do banks need a separate customer experience department? What steps are being taken to improve process management, to develop an integrated service across all channels and to enhance the online experience?
• Personnel performance. How can banks make the most of customer interactions? What are the best ways of linking customer service to sales? How can staff reward and motivation systems be linked to customer service?

Language:

• English

 Organized by:

• Efma (European Financial Management & Marketing Association)
  

For more info http://www.efma.com/...