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Five Critical Insights into Customer Engagement

Presenter: Marilyn Monda, CEO, MA, MBB, Monda Consulting, San Diego, CA, USA

Keywords: Customer, Customer Engagement, Customer Journey Map

Industry: Customer Service, Manufacturing, Service

Level: Basic


ABSTRACT

To succeed in quality, we must face the challenge of truly understanding our customers — what they want, when they want it, and how. Customers have more choices than ever. They have louder voices, but are you hearing them speak? If you want to learn about the customer engagement landscape, the why, the tools, and better understand the customer journey map, this session is for you.

The competitive advantage that exploring and exploiting customer engagement provides is significant and can be summarized by five critical insights, namely ;

1. Why the customer is the key to process excellence (when you can and can’t use the customer as a source of information)

2. Customer engagement is more than just marketing (but marketing tools can really help)

3. You already know how to do some of this stuff (a review of customer quality tools)

4. Customer Journey Mapping can finally link the customer to your process (Why the process is, as always, the key to quality, productivity and competitive advantage), and

5. Successful measurement of customer engagement (hint- this is not about measuring process outputs).


Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

Call for Proposals

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

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