Welcome to the 2009 European Conference blog. This year's event comes in the midst of great change and volatility in almost all businesses. In this unstable environment, one thing that all companies have in common is a need to focus on business fundamentals. And this year's conference agenda is aimed directly at that target.
We have brought together over 25 guest speakers, representing leading companies and industry experts, to share specific ideas that will help you improve customer experience in the current environment. Whether your primary focus is in marketing, customer service, product development, or corporate change, you will find case studies to spur your creativity and help you "think differently" about the experiences you provide to your customers.
The conference theme, "embracing customers in a challenging market" is all about re-focusing the enterprise on those priorities that matter most for your most strategic customers. With budgets under pressure, companies can not afford to take the eye off the ball when it comes to current customers. Those relationships must remain rock-solid, to provide a platform of stability to weather change and position your company for growth.
Companies understand this, and are continuing to engage with us on how to use Net Promoter as a transformational tool to support customer experience strategies. Our January US conference, which took place in the midst of the worst crisis in decades, still drew hundreds of professionals, committed to ensuring their company's continued success. And as I write, I am about to fly to Chicago for another sold-out certification course, with over 45 professionals digging into the strategies and tactics that help to make NPS impactful in corporate change programmes.
Recent research confirms this too. According to a Forrester report issued in April, customer experience has resilience in the downturn. "Only 12% of respondents think spending on customer experience will be cut at a higher rate that it will in other parts of the business."
But the question is, how will you deploy your resources and energies on this critical subject? Join us in London as we explore this question with other like-minded customer centricity professionals. I look forward to seeing you there.