Participate in the Regional Awards Ceremony for your chance to be recognised for your successes

Best of breed regional success stories from across industries * discuss and learn with international and regional leaders * latest innovations * test new ideas with peers * how to attract and retain customers

• Long term investment for long term profit? Customer trust, loyalty cost and ROI

• Customer care as an HR issue: manpower and intra-departmental communication
• How to create a “customer journey” to ensure a high rate of loyalty
• Understanding customer experience and measuring satisfaction as key factors to determine success in your customer care strategy
• The importance of customer contact personalisation and humanisation in the CRM function
• Creating an environment which facilitates the integration of new customer care technologies to improve service and productivity
• New technologies and strategies in customer data capture
• Can CRM add to the bottom line?
• Intelligent processing and integration of social network incoming data for a better understanding of your customers’ experience
• Mobile CRM: How to effectively use apps and “push” marketing strategies
• Building profitable and user friendly reward programs to increase loyalty
• Understanding emotion-driven customers experience
• Aligning marketing strategies with customer care and personalisation to attract new customers