CUSTOMER EXPERIENCE FORUM 2009

As businesses fight to differentiate themselves in a commoditising market, it is no surprise that 95% of senior business believe the Customer Experience is the next competitive battleground. But how do you build a great Customer Experience?

Who better to tell us than Colin Shaw, the Founder of Beyond Philosophy, the worlds thought leaders in Customer Experience. Colin is author of three international best selling books on Customer Experience. We are pleased to announce he will be facilitating the 3 separate days as follows:

Phase 1: Tuesday 20th January 2009 in London Introduction day to Building a Great Customer Experience

Aimed at those of you who were unable to attend the April 2008 date, the day will open with Colin discussing his first book "Building Great Customer Experience". He will reveal the Seven Philosophies for building a great Customer Experience.

Great Customer Experiences are:

1. A source of long-term competitive advantage.
2. Created by consistently exceeding Customers physical and emotional expectations.
3. Differentiated by focusing on stimulating planned emotions.
4. Enabled through inspirational leadership, an empowering culture and empathetic people who are happy and fulfilled.
5. Designed "outside in" rather than "inside out".
6. Revenue generating and can significantly reduce costs.
7. The embodiment of the brand.

To make these philosophies "live" Colin will outline them with examples from everyday experiences. He will reveal the work Beyond Philosophy undertake with many of the leading brands across the globe, and the financial benefits this work brings. This is a rare chance to glimpse into the best practice around the globe.

The Benefits of Attending this Introduction Day include:

• The Seven Philosophies for building a great Customer Experience
• How to build a consistent Customer Experience
• How great Customer Experience can be revenue generating and save costs
• What other organisations are doing to build a great Customer Experience

Book your seat now for only £895 plus VAT

25% off if you book all three events

25% off if you book Phase 2 and 3 together

Phase 2: Tuesday 3rd February 2009 in London – ‘The Architect's Day’ - Learn how to design and develop the Customer Experience Blueprint for your organisation

What is the Architect's Day?

The Architects Day is an interactive one day event led by Colin Shaw, Founder of Beyond Philosophy - the world’s thought leaders in the Customer Experience who will show you how to construct the Customer Experience Blueprint for your organisation.

You will learn about each of the key building blocks and the right tools and techniques to create your Blueprint. This blueprint has been painstakingly developed based on many years of successful implementations on both sides of the Atlantic where Beyond Philosophy have advised companies such as American Express, FedEx and IBM on how to improve their Customer Experience and generate additional profits.

Architects will understand how to:

• Construct an effective Blueprint for improving your organisation’s Customer Experience
• Understand what the best companies do and how to avoid the pitfalls and problems
• Get Board level approval for the Blueprint
• Create the internal environment required to build a great Customer Experience
• Galvanise your organisation into action!

At this event, delegates will be asked to bring with them projects they can work on in their organisations to improve the Customer Experience. We will then split the teams into small groups to work on these projects between the Architects day and the Clinic Day. In between these two events, each team will attend a conference call which will act as a helpline direct to Beyond Philosophy to review progress and suggest improvements.