ND Focus – Elia’s networking days for Executives / 4-5 May 2017 / Chania, Greece

Moderated by Neil Payne, Director, Commisceo Global

In an increasingly crowded marketplace, having a customer-centric business strategy will help your business grow and differentiate you from the rest. This track explores how we make our customers feel, how we interact with them and what senior management can do to integrate customer experience as a natural ingredient of the company’s services to help you grow your business through encouraging brand loyalty.

The full agenda with coffee breaks and lunch will be published soon.


09:30  Welcome09:30  Results from the 2017 Language Industry Survey
10:15 – 11:30  What is customer experience?10:15 – 11:30 Who delivers customer experience?
  • Aims and objectives
  • Customer service vs. customer experience
  • What is customer experience to you?
  • Who can impact your customers’ experience?
  • The role of departments/recruitment/staff/leadership/training/rewards
  • Company brand values and mission
12:15 – 13:30  The customer journey12:15 – 13:30  Creating addicts
  • Case Study
  • Touchpoints
  • Where and how do our customers ‘experience’ our companies?
  • How can we turn our clients into addicts?
  • Measuring success
15:00 – 16:15  Understanding differences15:00 – 16:15  Planning for growth
  • Profiling expectations
  • New ways of segmenting vs. old e.g. sector/size/country/business functions
  • Attendees will use this time to reflect and strategize for their own company
16:45 – 17:45  To be confirmed17:00 – 18:00  Closing