smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Jan 09 2009

Invitation: CINCOM/IBM London Event January 27th

Cincom and IBM are pleased to invite you to join Customer Experience Management (CEM) pioneer Shaun Smith for this exclusive half-day event.

Title: Customer Experience Management (CEM):
A Proven Growth Strategy in Challenging Economic Times
Date: Tuesday, January 27th, 2009
Time: 9:30 a.m. - 1:30 p.m.
Place: IBM Innovation Centre
76/78 Upper Ground
South Bank
London SE1 9PZ

According to strategy guru Michael Porter, in difficult times when organisations are trimming their costs, it becomes even more important to focus on your strategy and profitable customers in order to differentiate your brand from competitors.

Moreover, the latest research shows that customers are willing to pay more for a better customer experience even in an economic downturn. The market is shrinking, yes; but the challenge is how to win share from competitors to compensate for it.

This by-invitation-only session for senior-level executives will cover:

  • How to recession-proof your business through a Customer Experience Management strategy
  • How to map the customer journey to create new ways to differentiate from your competition
  • How to align your organisation with your chosen CEM strategy
  • How to make your contact centre an integral part of your customer experience and a primary means to deliver your brand
  • How contact centres must evolve to generate true value for the enterprise


Chris will be our keynote speaker and will share how TNT have succeeded in carving out a distinctive, highly-valued customer experience and how they have enjoyed profitable growth as a result.

The seminar will include an interactive panel discussion, the perfect time to address your customer-focused issues with CEM experts and your peers.

Please email for more information.