Topics to be Addressed February 28 – February 29, 2008

There is a strong correlation between a unique and well articulated customer strategy and customer loyalty, but many companies find that they lack a full understanding of what their customers really want. Often, a disconnect exists between the metrics that are used to evaluate the customer experience and the needs, requirements and expectations of those customers. Creating a positive customer experience requires strategic preparation, continual intelligence gathering, the ability to adapt flexibly with innovative responses to customers, and the integration of a CEM mentality throughout the organization. At The Conference Board's 2008 Customer Experience Management Conference, industry leaders will reveal how they have created customer centric organizations that deliver results.

Session highlights include:

• Innovation in Customer Experience Leadership
• Using Strategic Customer Experience Design Processes to Evoke the Branded Experience
• Using Customer Value to Redefine CEM While Developing Powerful Customer Experiences in the B2B Environment
• Using Technology to Disintegrate Barriers and Bring Together People, Management and Processes to Put Customer Needs First
• Using Objective Measurement Processes to Gain a Better Understanding of the Customer Experience
• Creating Synergy between Customer Reference, the Customer Experience and Customer Loyalty
• Best Practices: How Great-West Healthcare has Transformed the Customer Experience
• Best Practices: Toyota "Rejecter" Shopper Studies: Building Customer Loyalty, Retention and Advocacy
• The Race Is On! Engaging 50,000+ Employees in Designing and Delivering Extraordinary Experiences
• The Customer Experience is Everyone's Job
• Improving the Customer Experience — A Short-Term & Long-Term Approach
• Brand Promises and Customer Expectations
• Taking it to the Next Level by Moving the Needle from Satisfaction to Loyalty

Join us in New York or Chicago for an exciting and informative learning event!