28 29 September 2016 Olympia West & Central, London KEY STATISTICS & INFORMATION from Europe s no.1 exhibition and conference for contact centre & customer service professionals Organiser
2 ABOUT CUSTOMER CONTACT EXPO As Europe s no.1 exhibition and conference for contact centre and customer management solutions, Customer Contact Expo (CCE) is a must attend event for any individual or organisation within the contact centre, customer management and customer service industry. Welcoming more than 5,000 attendees in 2015, 6% more than in 2014. Customer Contact Expo enables attendees to source new products and services, learn industry best practice, discover the latest innovations and have access to unrivalled networking opportunities. Preferred contact centre and customer service event in the UK for both visitors and exhibitors alike* 5,352 senior decision makers in attendance 77% of 2015 visitors have already done business with an exhibitor 100% of the audience involved in the decision making process from specification to purchase 2000 of these visitors were actively ready to buy 55% of all attendees with budgets in excess of 50K for forthcoming customer management projects 2015 visitors spent an average of 201,451 with exhibitors from the show a 40% increase from 2014 Customer Contact Expo regularly meets and exceeds the expectations of 83%+ of attendees In 2015 we arranged 386 one-to-one hosted meetings between senior buyers and exhibitors *Based on Independent Research following Customer Contact Expo 2016 WHAT ARE THEY BUYING? ** Benchmarking / Mystery shopping...16% Business continuity... 15% Call guidance and scripting / Speech technology...23% Call recording... 28% Cloud solutions...32% Consultancy... 15% CRM...33% Customer insight and analysis...33% Hardware / Headsets...11% Hosted call centre solutions... 21% IVR...23% Multi-channel / Omni-channel...28% Outsourcing / Telemarketing...14% PCI Compliance... 15% Performance and quality management...25% Recruitment...9% Self-service and web chat...27% Social media analytics... 20% Social media CRM...22% Staff motivation and incentives.. 20% Systems integration...19% Telephony solutions...28% Training and development... 21% Unified Communications...16% VoIP / Telecoms... 20% Workforce management / optimisation...25% Workplace solutions... 12% ** Based on visitor demographic information provided in the registration process
WHO ATTENDS? Senior buyers from the following job roles and functions: Customer Contact Centres Customer Service/ Experience IT Contact Centres Operations CRM / Customer Insight 25% 17% 15% 13% 8% 7% 5% 4% 2% 2% 2% Consultancy Strategy & Planning Contact Centres Sales 3 Finance HR/Training Recruitment Contact Centre Marketing 24% 22% 14% 11% 10% 6% 5% 4% 4% Manager with Staff Head of Department CEO, President, COO, Chairman Manager without Staff Consultant Board Director Agent Owner / Proprietor Non Board Director SENIOR BUYERS FROM: FACE TO FACE IS THE LEADER We bring the audience directly to you, but what makes this different to other channels? Face to face makes the difference. Here are some stats from independent organisation, FaceTime, about why face-to-face sales are more effective: 80% agree that live events deliver better ROI than other marketing channels 93% of marketers and business directors feel that face-toface marketing is the most effective media channel to convert prospects SALES LEADS across all media platforms the best way to achieve sales leads is a combination of face-to-face marketing and digital platforms 81% of directors agree that the average order value with human interaction is over 15 times greater compared to other media investment Stats taken from research done by 80% agree that a person spends more money with companies they have met faceto-face than with people not met
4 CREATING A SEAMLESS CUSTOMER EXPERIENCE THE EVENTS Your customers expect to move seamlessly between marketing, ecommerce and customer service channels. For businesses to create a single, unified customer experience, no individual function can act in isolation. The CMO, CTO, Ecommerce Director & Customer Service Directors have to collaborate, making the buying and implementation of technologies more complicated than ever before. That is why from 2016, Customer Contact Expo will run alongside ecommerce Expo and Technology for Marketing uniting marketing, ecommerce and customer service professionals working across the entire customer journey from acquisition and conversion through to delivery & fulfillment, customer service and customer retention. Europe s no.1 exhibition and conference for contact centre and customer service professionals EACH EVENT WILL ALSO: Retain its core identity, brand and USPs Maintain its dedicated content and seminar programmes Continue to focus on its core vendor and visitor base Preserve its highly targeted marketing and communications campaign Continue to be supported by a dedicated sales and marketing team The UK s leading event for marketers to source, understand and maximise the use of technology powered marketing BRINGING TOGETHER THE BUYING CHAIN The UK s biggest marketplace for buyers and suppliers of the latest ecommerce technology, products and services On average, between 4 and 6 people now formally sign off a B2B purchase* * https://hbr.org/2015/03/making-the-consensus-sale These three events will connect you to the right people within the customer technology buying chain from specifier to influencer, researcher to authoriser. More customer technologies on show = more reasons for businesses to send their entire buying chain. I think it s a very good move to bring the events together, as marketing, ecommerce and customer service are different touch-points with the same customer. It will help us move towards technology-enabled marketing. We need to stop thinking about digital as being something separate and go back to thinking about a customerled organisation. Amanda Rendle, Global Head of Marketing, HSBC We re excited to hear that TFM will be co-locating with Customer Contact Expo and ecommerce Expo in 2016 at Olympia. With customer data driving marketing s interactions with their customers, alongside the vast amount of insights gathered by the contact centre, we see this co-location as a natural progression of where both markets are heading. Ann-Marie Stagg, Call Centre Managers Association
5 WHO WILL ATTEND FROM THE BUYING CHAIN? Current audience from Additional audience from Additional audience from 5000 Customer Service & Customer Management Professionals 8000 Marketing Professionals 5000 Professionals Additional job functions from co-located events Including: 3 CMOs/Marketing Directors 3 Marketing Managers 3 Digital Marketing Specialists 3 Brand Managers 3 CTOs 3 Heads of Sales & Business Development Including: 3 CMOs/Marketing Directors 3 CTOs 3 Marketing Managers 3 Directors / Heads of ecommerce 3 Retail Directors 3 Ecommerce Managers 3 Heads of Sales & Business Development 3 Technical Managers 3 Web Developers 3 Finance Managers ecommerce Expo and Technology for Marketing attracts a significant number of decision makers and department heads from retail, travel & hospitality and media vertical sectors you ve indicated as important 1/3 of the Technology for Marketing Audience are actively looking to invest in CRM, customer insight, social media platforms and social media analytics in the next 18 months 35% of the ecommerce Expo visitors tell us that they are actively looking to purchase call centre and customer management solutions in the next 18 months PLUS: POSITIONS CCE FOR THE FUTURE Achieving best-in-class customer experience requires excellent collaboration between customer service, ecommerce and marketing functions. This is leading to a marked growth in the appointment of roles responsible for directly managing customer experience and customer management. Co-locating CCE, ECE & TFM creates a single destination for these increasingly important professionals and positions CCE at the heart of where the industry is heading. WHAT ELSE IS NEW THAT WILL BENEFIT ME? Hosted Buyers and Leadership Programme NOW ACROSS ALL THREE SHOWS The perfect complement to the Leadership Programme, the expanded Hosted Buyer programme gives you 1-2-1 meetings on your stand with qualified buyers from all three events. Keynote Arena Located at the heart of all three events, the Keynote Arena will welcome the top thinkers and leaders across marketing, ecommerce and customer service. Expect the unexpected as we bring together innovators, academics, futurologists, disruptors and a whole host of brands large and small to offer a range of unique perspectives on how to build a better customer experience. Customer Experience A brand new theatre bringing together thought leaders from the customer service and ecommerce markets and focusing on customer-centric issues essentials such as self service and customer data analytics.
WEST HALL ENTRANCE FLOORPLAN 2016 CONTACT CENTRE & CUSTOMER SERVICE Olympia London 6 Registration Conference 1 MR MR MR MR Networking Bar WEST LEVEL 1 Hosted Buyers Lounge DELIVERY, PAYMENTS & CROSS BORDER GALLERY LEVEL 1 Solutions Customer Solutions Conference 2 Keynote Arena Seating Area Seating Area Delivery & Cross Border Stairs Down TFM Solutions Workshops Marketing s Solutions Central Kitchen Payment & Cross Border Demo Zone Leadership Programme CENTRAL LEVEL 1 Demo Zone MARKETING TECH & ECOMMERCE PLATFORMS Networking Bar Networking Bar Marketing s Marketing & Platforms Stairs Up GROUND FLOOR Integration Station Welcome Desk Pizza Express NATIONAL HALL ENTRANCE
7 INCLUDED IN YOUR EXHIBITING PACKAGE Customer Contact Expo directory listing. An online directory bringing contact centre buyers a comprehensive supplier guide they can access all year round. Visit Connect package Hosted Buyers Programme Listing within the show guide and event App Full exhibitor zone access Full editable profile Logo Product news Case Studies Downloads and catalogues Choice of 3x App licences or 2 scanners plus access to the partner portal to help you with the lead generation, lead qualification, real-time tracking, and follow-on analysis. A programme running across the three shows which will match you with potential buyers based on their needs for 1-2-1 meetings on your stand. Used onsite by visitors to source suppliers they wish to see. Full exhibitor online profile listing, Marketing support, personalised show banners & e-vites. ADDITIONAL OPPORTUNITIES INCLUDE Diamond Sponsor (Headline Sponsor) Sponsorship of one of our three Conference s Sponsorship of our Hosted Buyers Programme Sponsorship of the venue Wifi Carrier Bags Promotional Character Speaking slot in our Solutions programme (27 available) Inclusion as Featured Exhibitor on our website (4 slots) Sponsorship of one of our three Solutions s Sponsorship of our Networking Bar Sponsorship of the event Lanyards Inserts in Carrier Bags Meeting room sponsor Inclusion in our targeted Sector Insights email (12 slots) Inclusion in our Product Alert Email (8 slots) FOR LIVE EVENT AND DIGITAL MARKETING OPPORTUNITIES PLEASE CONTACT: Helen Curl, Head of Portfolio, Customer Contact Expo helen.curl@ubm.com +44 (0)20 7921 8507 Evaline Shawl, Business Development Manager, Customer Contact Expo evaline.shawl@ubm.com +44 (0)20 7921 8478
YEAR ROUND ENGAGEMENT WITH THE CUSTOMER SERVICE AND CONTACT MANAGEMENT COMMUNITY From the leading industry exhibition and the UK s largest mystery shopping benchmarking programme to online thought leadership, market research and whitepaper downloads the portfolio will help you reach an audience of over 50,000 highly engaged customer service professionals. 8 The UK s most trusted resource for the contact centre and customer service community. CallCentre.co.uk is a thriving community for over 50,000 professionals that draws on expert advice and best practice from leading figures within the customer service industry. It is the UK s longest serving website for the contact centre community and successor to Call Centre Focus and Customer Strategy Magazines. The Top 50 initiative is the UK s largest mystery shopping benchmarking programme which provides contact centres with the insight required to improve customer service. Culminating in a gala dinner and trophy presentation, the Top 50 programme helps companies to measure themselves on what the general public thinks is a great customer service experience across multiple channels. WHAT YOU LL GAIN FROM WORKING WITH US: Year-round interaction with a highly engaged audience Our live and digital platforms enable us to communicate with the ecommerce community 52 weeks a year. We can work with you to produce a multichannel communications plan to guarantee year round visibility. Thought leadership Our highly regarded conference programme, whitepaper reporting and market research reports offer significant thought leadership opportunities, building confidence in your brand and increasing your chances of winning business. Lead generation With a database of over 50,000 customer service professionals we have a range of solutions for you to expand and accelerate yoursales pipeline with active buyers in the market. FOR LIVE EVENT AND DIGITAL MARKETING OPPORTUNITIES PLEASE CONTACT: Helen Curl, Head of Portfolio, Customer Contact Expo helen.curl@ubm.com +44 (0)20 7921 8507 Evaline Shawl, Business Development Manager, Customer Contact Expo evaline.shawl@ubm.com +44 (0)20 7921 8478