2009 Keynotes - Free education at your fingertips

The free Keynote sessions, available to all visitors, provided a mix of revolutionary customer management as well as motivational thinking, guaranteed to inspire within the constraints of even the tightest budgets.

 Available Now - if you missed the keynote sessions, Dominic Swords, Colin Shaw and the BT / Avaya presentations are now available to download by clicking on the links below.

Click on the session titles below for full details

Tuesday 22 September 2009
 

10.45 - 11.30	How to retain customers in a recession Colin Shaw Founder of Beyond Philosophy, international bestselling customer experience author and regular TV/radio commentator and advisor
13.00 - 13.45	How to use customer service as your competitive advantage Deborah Meaden [presentation will not be available] Born entrepreneur and highly successful business woman, well know for her forthright style on the BBC’s Dragons Den
14.30 - 15.15	Customer 2.0 & buzz monitoring - the impact of the Twitter generation on your brand and how it will revolutionise customer service [presentation will not be available] Chaired by Stuart Lauchlan, Editor, BusinessCloud9 Be part of this exciting and interactive panel debate, featuring panel members Maz Nadjm, Online Community Product Manager, BSkyB; Charlie Osmond, CEO, Fresh Networks; Paul Hopkins, Head of Customer Experience, EasyJet and Kai Turner, Head of Information Architecture, Agency.com

10.45 - 11.30	'The Gober Method' - How to fully engage your people to deliver consistently superior service & increase sales to drive business results Mary Gober [presentation will not be available] Founder of Mary Gober International and internationally recognised as a dynamic force in customer service culture development.
13.00 - 13.45	The Global Economic Outlook & Importance of Excellent Customer Service Dr Dominic Swords Leading business economist, visiting fellow at Henley Business School & frequent business economics commentator on BBC & Radio.
14.30 - 15.15	Customer satisfaction utopia - the benefits and rewards Mark Schmidt, EMEA CES Manager, Avaya Andrew Small, Head of CRM Capacity, BT Achieving the utopia of customer service. Agility, flexibility and continuity - key drivers for world class customer satisfaction. In this session Avaya and BT will explore, with a case-study example, how this can be reached. Just announced - a speaker from Transport for London will also be joining this session. Check here for further details arriving shortly...