Arthur D. Little Invitation. Customer Experience 3.0: creating wow-effects along the customer journey

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1 Arthur D. Little Invitation Executive Circle For Customer Experience A Customer Experience 3.0: creating wow-effects along the customer journey

2 A invites you to the Executive Circle and knowledge exchange for the topic: Customer Experience 3.0: creating wow-effects along the customer journey on 24 th June 2013 from am to 2.00 pm with business lunch at our Vienna Arthur D. Little Office Schottengasse 1, 1010 Vienna

0: creating wow-effects along the customer journey on 24 th June 2013

3 Customer Experience 3.0: creating wow-effects along the customer journey Current challenges Mix of channels: how can customer requests be handled consistently across the different channels? Creating wow-effects: how can I constantly impress my customer with innovative services? Online Transformation: how can suppliers utilize the huge potentials of social media? Revenue growth: how can customer support benefit from upselling and crossselling potentials? Potential solutions Customer Experience Management to ensure an outstanding customer experience Using the ADL wow-effect levers along all customer touchpoints Contact reduction through implementing sophisticated self-service features Analysis and management of customer data to predict customer preferences and purchase decisions

Revenue growth: how can customer support benefit from upselling and crossselling potentials?

4 Executive Circle For Customer Experience Executive Circle for Customer Experience Knowledge exchange for executives Upcoming events The Executive Circle is a knowledge exchange platform for senior executives and subject matter experts of customer management related topics of strategic importance. The discussions of innovative methods and solutions are mainly driven by the contributions of participants, with the main goal of the Executive Circle being the discussion of pragmatic approaches. The event is free of charge for the selected participants. June 2013 Customer Experience 3.0: creating wow-effects along the customer journey August 2013 Online Transformation: ideas for contact reduction November 2013 Social Media: successful strategies for the future Future Executive Circle topics will be decided based on participant feedback.

The discussions of innovative methods and solutions are mainly driven by the contributions of participants, with the main goal of the Executive Circle being the discussion of pragmatic approaches.

5 The Program am am Introduction Dr. Karim Taga am pm Customer Experience Management at Erste Bank Cornelia Schöberl-Floimayr 1.00 pm pm Customer experience 3.0: best practices and proven methodologies Matthias Riveiro 1.30 pm pm Wrap up and open discussion Matthias Riveiro pm pm Business lunch and networking

30 pm Customer experience 3.0: best practices and proven methodologies Matthias Riveiro 1.

6 The speakers Matthias Riveiro Principal and leader of the Competence Center Marketing & Customer Management at Arthur D. Little Frankfurt office. Mr Riveiro works with clients from various industries around the globe to optimize marketing strategies and customer interaction management on a strategic and operational level. At present, he focuses on the harmonization of digital and non-digital interaction channels for B2B and B2B business models. Mr Riveiro will present insights in current project work of Arthur D Little according to the design of outstanding customer experience. In particular, he will explain the impact and applicability of specific levers and measures to design wow-effects across all customer touch points. Cornelia Schöberl-Floimayr Head of Customer Experience Management Erste Bank AG. Cornelia Schöberl-Floimayr leads the Customer Experience Management Center and complaint management at Erste Bank. Before joining Erste Bank, she was the Customer Experience Manager at Telekom Austria. Her focus is on creating positive customer experiences along the customer value chain, along with improving processes based on customer feedback and complaint management. During her presentation she will provide insights on how to design memorable customer journeys and will discuss innovative methods to create unique customer experiences that are in alignment with the specific brand. She will also discuss various communication challenges and lessons learned from previous initiatives.

At present, he focuses on the harmonization of digital and non-digital interaction channels for B2B and B2B business models.

7 Registration Participants Executives responsible for customer experience Location Arthur D. Little Austria, Schottengasse 1, 1010 Vienna RSVP Please confirm your attendance by the 7 th of June: Arthur D. Little Austria, Jacqueline Lederer Schottengasse Vienna [email protected] Phone: Fax:

Little Austria, Schottengasse 1, 1010 Vienna RSVP Please confirm your attendance by the

8 Registration details I will participate in the event Customer Experience 3.0: creating wow-effects along the customer journey I am unable to attend Please remove me from the mailing list. I am not interested in the Executive Circle series Please provide me with copies of the presentations from the event (for non-participants) Name Position Company Phone Date Signature

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