Customer Experience Transformation: Nordics

Drive profitable customer centric delivery through seamless multichannel
Customer Experience – exclusive to the Nordic region
T: +44 (0)20 7036 1300 E: enquire@iqpc.co.uk www.customerexperiencenordics.com
Digital Transformation:
Harness technological
innovation to drive improved
e-commerce, insight and
customer contact
Per Møller Jensen
Former Vice President Brand,
Marketing & EuroBonus
SAS Airlines
In partnership with:
Mikael Karlsson
Mobile Marketing Lead
Volvo On Call
Lene Weje
First Vice President
Customer Direct
DanskeBank
Thorlief Astrup-Hallund
Director, Customer Experience
and Process
Telenor
Actionable Customer
Insights:
Effectively incorporate
customer data, analytics
and profiling into strategic
decision-making
Contact Centre
‘Motherships’:
Drive improved customer
experience through multi-
channel contact and
feedback monitoring
Cultural change:
Achieve stakeholder buy-in
and employee engagement
to drive Customer
Experience transformation
Aligning Customer
Experience to Strategic
Growth:
Demonstrate the value of
the customer experience on
the balance sheet
Gain Key Insight into:
Stein Bemer
Managing Partner
Antoti AS
Johanna Hytönen
Communications
Manager
Euroclear
Thomas Brand
Customer Service
Officer
Nordnet Bank
Michael Bjorn Andersson
Operational
Excellence
Maersk Line
Sami Hammoudeh
Customer Experience
Director
Aramex
Anna Grandt
Head of User
Experience, SEB
Gitte Hedman
Sr Consultant, Global
Customer Loyalty
Team, Marketing
Verizon Enterprise Solutions
Donal Crotty
Head of Customer
Service Delivery
F-Secure
Lotta Loben
Director – Online
Banking, Swedbank
Jan Holm
Director – Online
Business
Laerdal Medical
Pioneering the launch of the only Nordic cross-industry event are these key leaders from across the
Customer Experience elite:
Join 80+ executive peers from across industry to exchange best practice in Customer Experience Management across 3 days of
unparalleled insight, thought provoking keynotes and leadership meetings to drive CEM excellence across the Nordic region.
Conference: 28th -29th November 2013 Workshop Day: 27th November 2013 Stockholm, Sweden
Customer Experience
Transformation: Nordics
Unique
market-leadingNordic case studiesdirect from thefront line!Danske Bank, Volvo,SAS and more
“Very valuable - gives inspiration
for new ideas. Great event, great
speakers, would recommend to
colleagues.”
Dragan Oudshoorn,
Category Manager, Phillips,
CX Transformation Delegate

Dear Colleague
Whilst the rest of Europe lags behind, the Nordic region has raced ahead in
terms of technologically enhanced Customer Experience Management.
From e-commerce innovation, the proliferation of multi-channel engagement
and highly efficient customer centric organisational design, Nordic brands are
often internationally perceived as market leading in the 3 core competencies:
Culture, Insight and Capability.
But leading the pack does is not an opportunity to sit back and relax; pole
position brings with it a unique set of challenges.
Are you striving to:
v Harness technological innovation to drive improved e-commerce, insight and
customer contact?
v Incorporate customer data, feedback and profiling into strategic decision-
making?
v Drive improved customer experience through multi-channel contact and
feedback monitoring?
v Achieve stakeholder buy-in and employee engagement to drive Customer
Experience transformation?
v Demonstrate the value of the customer experience on the balance sheet?
Customer Experience Transformation:
Nordics unites 80+ Scandinavian and Baltic leaders from Marketing, Service
and Contact functions to discuss your top priorities for the year ahead.
Profit from 3 days of interactive discussion, peer-led exchange and case study-
driven knowledge sharing at the region’s only cross-industry forum to ensure
your Customer Experience Management strategy can live up to the pressure of
this highly competitive regional market.
Let Customer Experience Transformation: Nordics guide you through the
advanced challenges faced by you and your peers, and provide solutions to your
most frustrating problems through this unique forum.
Make sure your Customer Experience is transformed for 2014 - your position as
leaders demands you stay ahead of the game!
I look forward to seeing you in Stockholm.
Kind regards
Katie Biltoo
Event Director – Customer Experience Summits
2013 Speakers include
Per Møller Jensen,
Former Vice President Brand,
Marketing & EuroBonus,
SAS Airlines
Lene Weje,
First Vice President,
Customer Direct,
DanskeBank
Mikael Karlsson,
Mobile Marketing Lead,
Volvo On Call
Thorlief Astrup-Hallund,
Director, Customer Experience and Process,
Telenor
Stein Bemer,
Managing Partner,
Antoti AS
Johanna Hytönen,
Communications Manager,
Euroclear
Thomas Brand,
Customer Service, Officer,
Nordnet Bank
Michael Bjorn Andersson,
Operational Excellence,
Maersk Line
Sami Hammoudeh,
Customer Experience, Director,
Aramex
Anna Grandt,
Head of User Experience,
SEB
Gitte Hedman,
Sr Consultant, Global Customer
Loyalty Team, Marketing,
Donal Crotty,
Head of Customer Service Delivery,
F-Secure
Lotta Loben,
Director – Online Banking,
Swedbank
Jan Holm,
Director – Online Business,
Laerdal Medical
“More than eight in ten
Nordic consumers shop online
…and selection is constantly
being enlarged, as is
consumers’ feel for what can
actually be achieved online
Thanks to the proliferation
of e-commerce, customers
can shop whenever the need
arises. But this technology
also creates challenges: what
technological platforms
should e-commerce companies
invest in?”
– PostNord Nordic E-Commerce Report, 2012
Start knowledge sharing and
networking before the event
Follow us on Twitter @CX_Events
Join our linkedIn group Customer
Management IQ
http://linkd.in/19EYgQx

Workshops offer delegates the chance to deep-dive into the issues that can make the biggest difference to their organisations.
Take the time to comprehensively address the opportunities and challenges that you’re facing, brainstorm solutions with other attendees and debate
solutions & new direction with the expert workshop leaders.
Be prepared to share your ideas, get head-down to draft winning plans, and leave with a highly focused plan to drive the customer to the heart of your business.
Pre-Conference Workshop Day – Wednesday 27th November 2013
09:30 Registration & Networking Coffee
Experience Excellence Workshops – Driving the Customer to the Heart of Your Business
10:00 The Red Thread – Use Insight from Customer Touch points to Drive Experience Excellence Across Complex Supply Chains
Discover the untapped potential of gaining customer insight at every touch-point of your sales process. Peter Evans experience at Virgin Media, and now Maersk Line offers a treasure trove
of insight and anecdotal evidence to support the importance of what he (and Richard Branson) call ‘The Red Thread’ .
From engagement through Marketing, to service challenges in Complaints Management, having a clear and focused view of what your customer wants and needs at every step of the
journey will enable advocacy, retention and profitability.
Discover through this interactive workshop, the value of Net Promoter Scoring across the Customer Journey, and how to use this to drive operational support to deliver to customer expectations.
Designed to provide you with case study focused discussion from the front line service delivery, this workshop delivers key strategic insight into how to:
v Develop advocacy through matching service delivery with Customer Expectations
v Harnessing customer feedback to drive infrastructural change at the heart of your organisation
v Generate profit through streamlined, transparent customer service operations, without neglecting the needs of your customer.
Peter Evans, Director, Customer Process Excellence – Maersk Line
Peter Evans is Director of Process Excellence for Northern Europe at Mærsk Line based in Copenhagen. Prior to that he was Director of Operational Excellence and Customer Operations at Virgin Media in the UK where he led the de-
sign and implementation of a sustainable Operational Excellence framework to drive customer centricity across the organisation. Peter has also worked at Cable & Wireless and Vodafone in the UK. Before moving to telecoms Peter
worked for GE Capital between 1989 and 2000 holding various roles including EVP Quality for GE Capital Aviation Services. At GE Capital Peter became a Six Sigma Master Black Belt and developed a strong and continuing interest in
the Human Aspects of Change.
Learn from his multi-facted customer operations experience during this workshop session .
12:30 Networking Business Lunch
14:00 Streamlined Internal Processes and their Impact on the Customer Experience
Sustainability and continuity means reliability, which results in trust. Right?
The concept is easy, but the strategy and execution of a sustainable customer experience transformation is an ongoing challenge.
Unlock the secrets to effective lasting change in the fundamental areas: value for money, accessibility, transparency. Deploy lean effectively to drive the customer into the heart of your experience.
Speaker to be confirmed, check www.customerexperiencenordics.com for updates.
16:00 End of workshop

SUMMIT DAY ONE – Thursday 28th November, 2013
08:00 Coffee, Networking and Delegate Check-In
09:00 Summit Welcome
Katie Biltoo, Customer Experience Summits Director
09:10 Chairman’s Opening Remarks:
Per Møller Jensen, Former Vice President Brand, Marketing & EuroBonus, SAS Airlines
09:20 State of the Region: Nordic Market Leading Digital Transformation in Customer Experience
With the Nordic region achieving 100% online and mobile penetration, digital transformation
is standard practice for sophisticated engagement strategies across the region. The next
challenge is to harness the capabilities of the technological age to further innovate and diversify
across an increasingly hi-tech landscape.
v Review your strategy in line with global demographic shifts. How will technology fare in new or
emerging markets when it works so well for the Nordics?
v Develop your business’ agility by supplementing your strategy with this 360 view of the
region’s trends and forecasts
v Gain invaluable insight into regional drivers and industry updates to inform your Customer
Experience Digital Strategy for the year ahead.
Judith Wolst, Digital Commerce Expert
09:45 Customer Experience Transformation: What Does That Look Like?
There is significant market buzz around the term “Customer Experience Transformation’.
Analysts, gurus and vendors all challenge perceptions with innovative research, cutting edge
visions to inspire us to transform. However, in reality, our businesses cannot replicate the
utopian vision to transform the way in which we offer our customers an experience of our
products, brands and touch points. So what does this actually mean in an operational context?
What has to be done to achieve real, and most importantly, profitable transformation?
This session will highlight the most prominent trends and how to achieve the 5 core goals
that transformation must enable in order to:
v Engage customers in efficient, satisfying experiences.
v Differentiate your customer experience from that of the competition.
v Capture, align, and distribute key customer information from multiple channels in a timely fashion.
v Ensure that customer interaction remains fast, reliable, and consistent.
This session is available for thought leading solution providers to educate the audience on cutting edge
developments around this topic. For additional information on how to enter the selection process, please
email sponsorship@iqpc.co.uk or call +44 (0) 207 368 9300
10:15 Networking Coffee Break
10:45 NORDIC FOCUS: E-Commerce Trends and How to Exploit Them
80%ofgoodsboughtinSwedenin2012wereboughtonline.Industryexpertsconfirmthattherapid
developmentofcomprehensivee-commerceplatformsrepresentsaseismicshiftfromtheway
businessesengageandtradewithcustomersacrosstheworld.
Understandingthefutureofe-commerce,andaligningthiswithyourstrategywillallowincreased
penetrationofnewandexistingmarkets,enhancedefficiencyincontactandproductoffering,alongwith
innovativeCustomerExperience.Butyoumuststayaheadofthegame.
Examinethefollowingtop10e-commercetrends,specifictotheNordicregion,tokeepaheadofthecurve!
TOP 10 Nordic E-Commerce Trends
v The industry will consolidate
v Unprofessional online shops will be more rare in the future
v More people will follow a career within E-commerce
v Online shops will seek growth in foreign markets
v Increased analysis needed for decisions
v Conversion will be essential for success
v Online shops will need to stay profitable
v Increasing interest in investing in E-commerce
v Online shops that keep focus on their own niches will be successful
v E-commerce will increase fast and take market share from offline retail
11:30 ONLINE: How to Keep Up With Constantly Evolving Customer Expectations -
Now you know the top 10 trends, and how to manage these industry developments – what
can you do to keep up?
In the early days, e-commerce websites were restricted to shopping functionality, but it’s
now possible to map complex sales and procurement processes to enhance your view of
your customer’s purchasing decisions. Harnessing these capabilities will allow you to derive
profitable insights and improved retention through this evolving platform, and also cater to
evolving customer expectations.
Learn what your customers want, and how to give it to them to innovate your offering
and enable improved profitability, through online marketing and personalisation, to
payment options and logistics.
Thomas Brand, Customer Service Officer, Nordnet Bank
12:00 PANEL: Social, Local, Mobile, Multi-Channel? What About Delivery?
Digital Transformation, e-Commerce and Social Media strategy are all integral components of
marketing leading Customer Experience engagement. High profile brands engage easily with
the tech savvy customer, and driving marketing through multiple channels is a tried and tested
method. But is that enough?
This thought provoking debate will explore the benefits and challenges of operating in the
digital world, and highlight core competencies that cannot be forgotten when
considering the true meaning of Customer Experience delivery.
v Remember the needs of the customer – marketing wizardry and clever
communications cannot compensate for poor service delivery
v Discover the benefits of user experience design and customer journey
mapping as tools to identify areas for improvement
PANELLISTS: Donal Crotty, Head of Customer Service Delivery, F-Secure,
Stein Bemer , Managing Partner, Antoti AS, Lotta Loben, Director – Online Banking, Swedbank
12:30 Networking Lunch
Take this extended working lunch to connect with faces, old and new, from across the
delegation, and discuss your anticipated opportunities to learn, connect and share across the
full spectrum of strategies and tactics to drive Customer Experience Transformation.
13:30 Customer Experience Maturity Streams begin:
Choose from the following interactive discussion sessions to tailor your agenda to your
business’ most pressing needs.
If there are multiple sessions you would like to attend, bring a colleague. 87% of our audience
stated that “bringing a colleague from another function dramatically improved learning across
the conference programme”.
So, we actively encourage team participation! Contact us for more details on group bookings at
enquire@iqpc.co.uk
PANELSESSION
Customer Experience
Customer Experience


SUMMIT DAY ONE CONT’D – Thursday 28th November, 2013
CAPABILITY INSIGHT CULTURE
13:35 Volvo On Call: Creating
Value Through Exceptional
Experience Design
What creates loyalty?
Industry commentary would
suggest that creating one-off
exceptional experiences is the
key – but what lies behind
the gimmick?
Discover the real value of
seamless experience offered
by a trusted brand, combined
with ‘magic moments’ to
deliver something exceptional
to your clients through this
industry leading case study
from the Volvo Group.
Mikael Karlsson,
Mobile Marketing Lead,
Volvo On Call
Integrated Analytics –
Capture Actionable Insights
in the Multi-Channel Era
Multi-channel customers
are increasingly the most
sophisticated, demanding
and time-starved customers.
With an average of 10
interactions per purchasing
decision, ensure you
are capturing the most
accurate insights from your
interactions across multiple
channels to achieve a 360
perspective on the needs of
your most active customers.
This session is available for
thought leading solution
providers to educate the audience
on cutting edge developments
around this topic. For additional
information on how to enter the
selection process, please email
sponsorship@iqpc.co.uk or call
+44 (0) 207 368 9300
Transformation: Inside Out
vs. Outside In?
Analysts and suppliers will
challenge you to innovate,
and the use of technology
is a natural focal point to
drag organisations into
the 21st century. However,
fundamental change can only
happen behind the doors of
your business.
Discuss the merits and risks
of adopting a singular view of
transformation, and address
the cultural needs of your
business to develop an agile
perspective on Customer
Experience Transformation.
Michael Bjorn Andersson,
Operational Excellence,
Maersk Line
14:15 User Experience Design –
Representing the Customer
in the
As digital capability
becomes the new leveller
across Financial Services,
the technology can often
become a higher priority
than the fundamental point
of implementing it. Discuss
the benefits and challenges
of keeping the customer
front of mind whilst having
to continually keep pace
with accelerated digital
transformation.
Anna Grandt, Head of User
Experience, SEB
Get To The Right Customer,
Quicker! Real-Time,
Data-Driven Experience
Management
Operating at the cutting
edge requires real-time
interaction. The speed
of operation can hamper
your ability to execute
personalised experience
excellence. Harness the
power of intelligent, real-
time experience technology
to ensure that, irrespective of
the speed of interaction, your
customer is satisfied.
Sami Hammoudeh, Director –
Customer Insights, Aramex
InfluencingKeyStakeholders–
HowtoMakeThemUnderstand
theNeedforChange
Attitudes towards Customer
Experience need to change.
What can be done by Customer
Experience leaders to effect
cultural change – shifting
from a product focused
organisation, to one that is
totally customer-centric?
Unlock the secrets to building
an effective case for change.
This session is available for
thought leading solution
providers to educate the audience
on cutting edge developments
around this topic. For additional
information on how to enter the
selection process, please email
enquire@iqpc.co.uk or call
+44 207 368 9500
15:45 Harmonising Tailored Customer-Interaction Across Channels
As the future of Customer Experience focuses heavily on evolving digital platforms, multi-
channel capabilities are the only way to survive in the technological age. How can you effectively
offer a rich set of products and services seamlessly across all channels, without running into
heavy costs, or compromising your offering?
Discover the critical success factors and fallout of keeping these multiple plates spinning:
v Ensure appropriate levels of contact and support for each channel individually
v Harness the opportunities unleashed through multiple interactions
v Strengthen your brand promise across each channel, and demonstrate your
brand value to a wider audience
Thorlief Astrup-Hallund, Director, Customer Experience and Process, Telenor
16:15 DanskeBank Case Study: Uplifting Customer Experience Through Enhanced Digital Strategy
Cast your mind back to the Financial crisis of 2008. Danske Bank were widely criticised for
unscrupulous practice, poor service and had a long way to go to rebuild their customers trust,
and raise their expectations. Through enhanced digital transformation, combined with a
transparent and pro-active approach to rebuilding trust, Danske Bank have started their journey
towards being recognized as the most thrusted financial partner. Be inspired by this real-life
case study, and pinpoint key takeaways to drive positive experience with your customers by:
v Customer Interaction based on clear segmentation, proactive care and digital solutions
v Driving customer needs into your business – Danske bank shifted 700,000 customers out of
branches and to their full-service contact centre
v Meeting customer’s requirements – high value clients are busy people – out of hours online
banking solutions meet the needs of their lifestyle
Lene Weje, First Vice President, Danske Direct, DanskeBank
16:45 Contact Centre ‘Motherships’ – Driving Improved Customer Experience Through Enhanced
Service Performance
Go beyond traditional call-centred contact models to achieve an integrated mother ship to
monitor and handle all customer queries.
v Create a central repository of all inbound customer contact through a multi-channel command
centre
v Reinforce brand presence and continuity through a centralised contact function
v Synchronise response units to deliver holistic customer care efficiently and through the
appropriate channel
17:15 Chairman’s Closing Remarks
17:45 Customer Experience Networking Reception
Join us in the lobby bar for an informal networking session to unwind after the first day’s
conferencing. Share insights with your peers over a drink or two, meet with new additions
to the audience, and then early to bed for the next day of learning and networking!
CASESTUDY


SUMMIT DAY two – Friday 29th November, 2013
08:30 Coffee, Networking and Delegate Check-In
09:00 Chairman’s Welcome and Recap on Day Two:
09:15 A Customer-Centric Vision for Challenging Financial Times
Whilst the Nordic markets have enjoyed a slightly more comfortable experience of the recession
than some European counterparts, cost-reduction, efficiency and limited budgets are impacting
on Customer Experience Transformation across the board. With engagement, acquisition
and retention critical to sustaining business, how can you create customer centricity without
breaking the bank?
Evaluate the following to understand the relationship between budget and Customer
Experience:
v How can customers be kept at the centre of any cost-reduction strategy?
v Changing expectations: does a VIP experience naturally mean higher cost?
v Incorporating customer feedback into the product innovation process to target
your customers effectively?
Johanna Hytönen, Communications Manager, Euroclear
10:00 Front-Line Staff – Your Most Valued Asset
What is the correct way to incentivise front-line staff to ensure Customer Experience Excellence?
Skewed bonuses, sharp practice and prioritisation of profit over performance are all features of
a failing incentive structure in the current climate where ‘Customer is King’. This poor service
provision is despised by customers and will have a damaging effect on your bottom line.
v Discover the correct steps to engaging front-line staff to ensure customer satisfaction, and
ultimately retain profit margins the right way.
v Drive Customer Centric culture from the top down to reap the benefits of a happy and healthy
frontline workforce
v Understand the key techniques to continuously drive service improvement, focusing on
personality over profit
email enquire@iqpc.co.uk or call +44 207 368 9500
11:15 Unlocking Valuable Customer Loyalty in Competitive Industries
How can you drive loyalty when your competitors win on price?
Recent research indicates that whilst price a primary driver, it’s not the only reason customers
come back. Strengthened process, innovative initiatives and tangible links between top quality
prodcuts and brand promise are also key reasons why customers will remain loyal to your brand.
Learn from Stein Bemer and his cross industry case-study based experience on what the key to
driving profitable loyalty programmes is.
Stein Bemer , Managing Partner, Antoti AS
12:00 Customer Experience Technology Demo Drive
This is your opportunity to quickly and effectively assess the solutions in the exhibit hall and
what’s new in the market. We’ve made it easy for you to prove to have done your homework; visit
your choice of 5 solution providers in the hall for a 5 minute demo and move round on the sound of
the buzzer. Ensure you have your card signed at each of the booths to be entered into a prize draw!
One lucky Demo Drive participant will take away a fabulous prize at the end of the day.
12:15 Networking Lunch Break
13:15 Choose from the following working group discussions to learn more about both value streams
Benefit from this content led networking opportunity and discuss these hot topics with the
peers you have connected with over the conference. Tailored to meet the needs of both Service
& Operations, and Sales and Marketing, these informal discussion sessions give you another
opportunity to share insight, and have your voice heard.
14:00 Future Nordic Trends – What Will Customer Experience Transformation Look Like for 2013
Having explored, debated and discussed Customer Experience Transformation, this session
pinpoints the key trends that will last beyond Customer Experience hysteria and offers unique
insight from industry analysts as to how to buck those trends in order to become leaders in
Customer Experience. Share your most valuable take-aways from the 3 day summit. Share your
insight into what has been most valuable and learn what your peers will be taking back to the
office and implementing.
14:45 Chairman’s Closing Remarks
15:00 Close of Conference
ACQUISITON RETENTION
13:15 B2B Focus: What Are Optimal Acquisition
Strategies in the B2B environment? What
can be learned here?
A lot of Customer Experience transformation
focuses on engaging with the masses. But
what lessons can be learned from business to
business? High yield, low volume customer bases
present specific challenges, and the relationship
building that is required sets benchmarks that all
organisations can learn from.
Discuss these specific issues with peers,
and learn what the optimal engagement
strategies are for this market.
Gitte Hedman, Sr Consultant, Global
Customer Loyalty Team, Marketing,
No Complaints Here! The Myth of Effective
Complaints Management
Though the end goal is clear, service provision
and dealing with people, rather than process
or numbers will mean that complaints are an
occupational hazard. Anyone who tells you
different is not facing the reality of Customer
Experience leadership.
Discover the types of complaints that will
matter most to your business, and how to
ensure satisfaction is restored through the
most appropriate, rather than most cost-
effective, channel.
Thomas Brand,
Customer Service Officer,
Nordnet Bank
13:30 How to Differentiate Your Brand – 3 Critical
Steps
Customers are more cynical, savvy and ruthless
in making purchasing decisions. Brand is a crucial
element of customer acquisition, summarising
your entire business offering within one single
interpretation.
Explore what your brand really means and how
you can differentiate your offering from previous
poor performance, as well as competitors, to
improve customer acquisition performance.
Speaker to be announced, please visit
www.customerexperiencenordics.com
for updates.
B2B Focus: Driving E-Commerce and Online
Experience in the B2B Environment
The B2C market is awash with online
innovations, e-commerce strategies, apps,
social, local… the list is endless, and constantly
evolving to develop something distinct in a
high volume, low cost market. B2B is different.
Lower customer volumes makes retention even
more important, as defection can mean the
difference between survival and extinction.
Discover how to approach this challenge from
a company famed for ‘saving lives’.
Jan Holm, Director – Online
Business, Laerdal Medical

You can access a variety of free
resources such as whitepapers,
articles, news, podcasts and
presentations online at
Sponsorship and Delegate information
Previous sponsors of our Customer Experience Transformation events are leading solution providers including:
v Chief Marketing Officer
v Chief Customer Officer
VP/Director/head of:
v Customer Experience
v Customer Strategy
v Marketing
v Digital/Online Customer
Experience
v Customer Loyalty
v Customer Insight & Analytics
v E-Commerce
v Customer Retention
v Contact/Call Centers
v Customer Complains
v Service Delivery
From these industries:
v Financial services
v Retail
v utilities
v Travel and Leisure
v e-commerce
v Telcommunications
v Public sector
Who should Attend? About Customer Management IQ
Become a member of Customer Management IQ and receive
complimentary access to resources that will keep you at the
forefront of industry change. You will receive access to our
growing library of multi-media presentations from industry leaders, an email newsletter updating you on new
content that has been added, free aggregated news feed from over 1000 global news sources tracking your
industry and special member only discounts on events.
Become a member here: www.customermanagementiq.com/join.cfm
Start knowledge sharing and networking before the event
“Some very
inspirational
speakers, passionate
about their brands
keen to share how
they are achieving
they aims and goals”
– Kelly Platt, Phones 4U,
CX Transformation Past Delegate
“Overall very inspiring and
provided me with useful
information from different
areas - both business views
and technology view. Great
to have experiences direct
from the front line.”
- Chief Project Officer, Nordea Bank,
CX Transformation Past Delegate
“Excellent
presentations,
extremely
valuable event”
- Catherine Graves,
Customer Experience
Manager, Pizza Express,
CX Transformation Past
Delegate
“Excellent
opportunity to hear
from and network
with retailers cross-
industry and not just
financial services”
- Skye MacFarlane, Senior Strategy
Manager, HSBC, CX Transformation
Past Delegate
Join our linkedIn group Customer Management IQ http://linkd.in/19EYgQxFollow us on Twitter @CX_Events
Maximise your involvement: sponsorship and
exhibition opportunities
The Customer Experience Transformation: Nordics summit will be
attended by senior customer experience, service and contact managers
and decision makers from industry in the Nordic region, bringing
together buyers and supplies in one location.
Focused and high-level, the event will be an excellent platform
to initiate new business relationships. With tailored networking,
sponsors can achieve the face-to-face contact that overcrowded trade
shows cannot deliver.
Exhibiting and Sponsorship options are extensive, and packages
can be tailor-made to suit your individual company’s needs. Most
packages include complimentary entry passes, targeted marketing
to industry officials and executives, and bespoke networking
opportunities.
Other features of sponsorship include:
v Prominent exhibition space in the main conference networking area
v Participation in comprehensive pre-event marketing campaigns
v Tailored marketing strategies to suit your organisation’s size,
capabilities and individual requirement
For more information and to discuss the right opportunity, contact us
on+44 (0)207 368 9300 or sponsorship@iqpc.co.uk

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company receive a 10% discount, 5 or more receive
a 15% discount, 7 receive a 20% discount. Only one
discount available per person.
Team Discounts*
Venue: Stockholm, Sweden. Exact venue to be confirmed shortly.
Please check www.customerexperiencenordics.com for updates
Accommodation: Travel and accommodation are not included in the registration fee. For
updates on the venue and accommodation information, please visit:
VENUE & ACCOMMODATION
I cannot attend the event, please send me the
Conference Audio Recordings -
priced at £599+VAT
Customer Experience Transformation: Financial Services
Customer Experience Management for Retail
Customer Experience Management for Utilities
Customer Experience Management for Financial Services
I have filled out credit card details below
For further information Please call: 0207 368 9300
or email: knowledgebank@iqpc.co.uk
To search IQPC’s archived conference documentation visit:
www.iqpcknowledgebank.com
Digital Conference On CD-ROM
Terms and Conditions
Please read the information listed below as each booking is subject to IQPC Ltd standard
terms and conditions. Return of this email will indicate that you accept these terms.
Payment Terms Upon completion and return of the registration form full payment is
required no later than 5 business days from the date of invoice. Payment of invoices by
means other than by credit card, or purchase order (UK Plc and UK government bodies
only) will be subject to a €65 (Plus VAT) processing fee per delegate processing fee.
Payment must be received prior to the conference date. We reserve the right to refuse
admission to the conference if payment has not been received. IQPC Cancellation,
Postponement and Substitution Policy You may substitute delegates at any time by
providing reasonable advance notice to IQPC. For any cancellations received in writing
not less than eight (8) days prior to the conference, you will receive a 90% credit to be
used at another IQPC conference which must occur within one year from the date of
issuance of such credit. An administration fee of 10% of the contract fee will be retained
by IQPC for all permitted cancellations. No credit will be issued for any cancellations
occurring within seven (7) days (inclusive) of the conference. In the event that IQPC
cancels an event for any reason, you will receive a credit for 100% of the contract fee
paid. You may use this credit for another IQPC event to be mutually agreed with IQPC,
which must occur within one year from the date of cancellation. In the event that IQPC
postpones an event for any reason and the delegate is unable or unwilling to attend in on
the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may
use this credit for another IQPC event to be mutually agreed with IQPC, which must occur
within one year from the date of postponement. Except as specified above, no credits
will be issued for cancellations. There are no refunds given under any circumstances.
IQPC is not responsible for any loss or damage as a result of a substitution, alteration or
cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the
event this conference is cancelled, rescheduled or postponed due to a fortuitous event,
Act of God, unforeseen occurrence or any other event that renders performance of this
conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous
event shall include, but not be limited to: war, fire, labour strike, extreme weather or
other emergency. Please note that while speakers and topics were confirmed at the
time of publishing, circumstances beyond the control of the organizers may necessitate
substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC
reserves the right to alter or modify the advertised speakers and/or topics if necessary
without any liability to you whatsoever. Any substitutions or alterations will be updated on
our web page as soon as possible. Discounts All ‘Early Bird’ Discounts require payment
at time of registration and before the cut-off date in order to receive any discount. Any
discounts offered whether by IQPC (including team discounts) must also require payment
at the time of registration. All discount offers cannot be combined with any other offer.
© IQPC Ltd. VAT Registration #: GB 799 2259 67
Conference:
28th -29th November 2013
Workshop Day:
27th November 2013
Stockholm, Sweden
Solution Provider
End-User
Package
Book and pay
before 26th
July 2013*
Book and pay
before 30th
August 2013*
Book and pay
before 27th
September
2012*
Standard
Price
Conference Plus Full Day
Workshop
Save €550
€1,698 + VAT
Save €250
€1,998 + VAT
Save €150
€2,098 + VAT
€2,248
+ VAT
Conference Only
Save €500
€999 + VAT
Save €200
€1,299 + VAT
Save €100
€1,399 + VAT
€1,499
+ VAT
Package
Book and pay
before 26th
July 2013*
Standard
Price
Conference Only
Save €300
€2,599 + VAT
€2,899
+ VAT
1
1
1
*Swedish VAT is charged at 25% VAT registration #: SE 5020 6682 2301
Please note:
• All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order toreceive any discount.
• Any discounts offered (including team discounts) must also require payment at the time of registration.
• All discount offers cannot be combined with any other offer.
22958.001
5 Ways to Register
Customer Experience
TELEphone:
+44(0) 20 7368 1300
Fax:
+44 (0)20 7368 9301
Post:
your booking form to
IQPC, 129 Wilton Road,
Victoria, London,
SW1V 1JZ
WEB:
Email:
enquire@iqpc.co.uk

Customer Experience Transformation: Nordics

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