Aspire EMEA 2012 by LivePerson

This event requires registration: http://www.liveperson.com/news-events/aspire2012/emea/agenda/

For Aspire EMEA 2012, we’ve brought together some of the leading experts and innovators in the customer engagement industry, who’ll be sharing their ideas and experiences as well as highlighting the key trends in the market.

Here is insight into some of what we have planned:

Transforming Customer Experience in the New Marketplace

The New Marketplace – dominated by the Internet, a proliferation of intelligent mobile devices and customers weary of being forced to compromise – requires companies to rethink the way they connect with consumers. It requires a new focus on Connection and Content and a review of the enemies of engagement, that many of us have forgotten.

Kevin Panozza will explore new customer expectations and the need for change and how low levels of engagement and poor corporate cultures lead to poor customer experience. He will discuss how customer encounters – people interacting – are fundamental to commerce and if a business wants to become and remain successful acquiring and retaining customers it must be ruthless in judging the quality of its own customer encounters. The only benchmark is excellence.

The ideas developed Kevin Panozza are based not on engagement theories but on the experienced gained over 15 years with SalesForce – Australia’s most successful outsource contact centre business, dealing with customers of 60 iconic clients, placed top 10 in Hewitt’ Best Employer list of companies to work for in Australia and New Zealand over a period of 10 years and subsequently winning 3 successive Hewitt Awards in Australia and New Zealand, and came in Top 3 Best Employers in the Asia Pacific region.

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