Optimising Customer Experience

15 - 16 November 2007, Barcelona
Designing, delivering & measuring customer experience for long term loyalty

About the Conference

This was the premier Customer Experience conference in Europe. During two days, you could have heard how CE practitioners from a range of industries have overcome challenges such as achieving senior management and employee buy in and reaching cultural alignment. The participants have explored best practices and case studies on how to design, implement and measure CE initiatives!


“The conference has been AWESOME; great content; fantastic speakers; great opportunity to network and meet other delegates. I really appreciate you extending an opportunity to be a part of this groundbreaking event. One of the best I have attended.”
Former VP Customer Contact, NetBank

“The event was one of the best I attended in a few years. Top-notch speakers, outstanding organization and it provided real insights into this critical aspect of any business today; the Customer Experience. The cross industry perspective was definitely a plus. All my thanks to the Empiria Group for putting this great event together.”
Director, Marketing, Southern Europe & Latin America, Amdocs

“I would like to thank you and the rest of the Empiria Group for the quality of the conference. It is one of the best conference I've been this year. And I think a lot of the attendees have the same opinion. I think that having different industries talking about a very specific topic has been the key factor of that success.”
Director of Customer Insights and Retention, Cablecom

“Thank you for a very interesting conference. It was very interesting to see the different presentations of persons of different countries and brands. I have got a lot of ideas and I am hoping to implement some of them into my projects. Very useful was also the personal contact within the conference.”
Director Post-Sales Service, Seat Espańa

“I really had a wonderful time in the conference and definitely I learned a lot out of it.”
Marketing Manager, Magrabu Optical - KSA

“I would like to congratulate you and your team on an excellent conference. Good networking opportunities with interesting attendees from equally interesting companies – good atmosphere. Location and accommodation were perfect. I am sure the things I have heard and learned will help me and my team members in optimizing the customer experience at my company.”

Customer Experience Manager, Belgacom Group

By attending this conference, you could have

  1. Heard 17+ case studies on CEM from the most recognized companies such as Continental Airlines, VISA, Hilton Reservations, T-Mobile International, Avis, NetBank, Miele, Orange Business Services, Bharti Airtel, Telstra, ING and many more...
  2. Gotten first hand information directly from senior CE practitioners
  3. Listened to an international line-up of speakers from all over Europe, ME & Russia
  4. Compared best in class examples from a range of industries
  5. Taken part in highly focused discussions and interactive sessions
  6. Met with and developed your contact network of Marketing, CRM, Customer Contact and Service Quality professionals

Key topics

  1. Employee & Customer Engagement: What are the keys to achieving senior management and employee buy in?
  2. Using Voice of the Customer and Six Sigma for transforming the Customer Experience
  3. Understanding your customer & designing a CE plan around his needs
  4. Measuring the delivery of CE in order to optimise loyalty and return on customer
  5. What are the keys to fulfilling the brand promise at each touch-point?
  6. Comparing B2B and B2C Customer Experience

Who attended


VPs, Directors, Heads, Managers of:
Customer Satisfaction & Customer Experience,Customer Service & Quality, Customer Knowledge
& Intelligence, Corporate & Business Strategy, Customer Management and Retention, Relationship Marketing


Consumer Products & Manufactures, Financial Services, Retailing, Automotive, Hotels, Pharmaceuticals and Health care, Telecommunication, Chemical, Media & Search Engines

Geographical Breakdown:

Europe (75%), Middle East (10%), USA (5%), Africa (5%)

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MPE 2017

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