Frost & Sullivan

— Executive Think Tank Dinner —

Elevating Customer Loyalty in 2024:

Achieving “Channel-less” Excellence

Alexander Michael

Moderator: 
Alexander Michael
Vice President, Global Practice Area Leader
Frost & Sullivan

Thursday, 12 September 2024
5:30 PM – 8:30 PM CEST

We are pleased to invite you to an exclusive dinner and discussion with your peers to gain your perspective in support of our ongoing industry research.
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Join us for an unforgettable evening and discussion with your CX peer group.

Elevating Customer Loyalty is an long-term success strategy most companies would benefit from adopting. All individuals in an organisation play a role in cultivating loyalty, with the contact centre being pivotal in strengthening customer trust through the right resources. For CX leaders to justify the value and secure funding for vital technology upgrades, pinpointing the most effective ways to measure loyalty and the success of efforts aimed at increasing customer lifetime value is crucial. The key questions we will be discussing are:

What does customer loyalty look like as a long-term success strategy in 2024?

Which aspects of customer service deliver the greatest benefits to loyalty?

How can brands energise their contact centres to enhance the lifetime value of each customer?

What is the optimal tech-stack to elevate customer loyalty?

What is the best way to measure loyalty?

At this invitation only dinner and think tank moderated by Frost & Sullivan’s Principal CX Analyst, Alexander Michael, you’ll have the opportunity to engage with peers to both debate and collaborate on how to build a unified approach to customer service that stimulates loyalty at all touchpoints.

Participants

Thierry Pollet

Thierry Pollet
Digital Transformation Lead

Henriette Jehnert

Henriette Jehnert
Global Head of Multichannel Contact Center
UBS

Floor Decor
Aline Borges

Aline Borges
Senior CX/CRM Business Consultant
Orange Business

Floor Decor
Lea Marmet

Lea Marmet
Head Customer Experience
Helvetia

Floor Decor
Ian Ballantyne

Ian Ballantyne
Director
Sprinklr

Sprinklr
Simon Smit

Simon Smit
Head of Cross Channel Customer Experience Evolution
On

Floor Decor
Silvia Cadeddu

Silvia Cadeddu
Customer Service Lead
On

Floor Decor
Anne-Sophie Guitton

Anne-Sophie Guitton
Solution Architect Customer Interaction Management
Swisscom

Floor Decor
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FAQ

What is an Executive Think Tank Dinner?
A Frost & Sullivan Executive Think Tank Dinner is an exclusive, unique and highly engaging in-person conversation that brings together a diverse group of industry leaders to discuss their opinions on a certain topic, all while enjoying fantastic food and beverage offerings, of course. Content from this collective discussion will be featured in an upcoming Frost & Sullivan article where you have the options to be highlighted as a thought leader. Your insight as a strategic partner is invaluable.
Why should I participate?
  • Share & Learn Best Practices: Engage in strategic conversations with your peers. The open, candid discussions you have will spark creative thinking and help you formulate new ideas for implementation.
  • Increase Your Peer-to-Peer Network: Connect with other senior level leaders in your industry on a more intimate level.
  • Get Access to a Frost & Sullivan Analyst: Engage with our industry experts to gain additional insights and ask them your questions.
  • Demonstrate Your Industry Expertise: The insights, feedback and best practices shared by you will be part of an upcoming Frost & Sullivan article. Through your participation, both you and your company will be positioned as a leader.
Will I have the option to be quoted or not?

As an output of this discussion, Frost & Sullivan will produce an article titled: Elevating Customer Loyalty in 2024. All participants will receive a complimentary copy of the final article and have the option to be quoted or not.

Will I get a copy of the final content once published?
Yes, we would be more than happy to send you over a complimentary copy of the final content once published.
Will you accommodate my dietary restrictions?

Yes! We understand the importance of dietary restrictions and allergies and want to ensure that all participants feel comfortable and have an enjoyable experience.

What is the location of the restaurant?

This Executive Think Tank Dinner will be held in Zurich, Switzerland. The location of the restaurant will be shared with participants upon registration.

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In Collaboration With

In collaboration with Sprinklr