Deliver Exceptional Customer Care Across All Channels
Call For Speakers

The call for speakers is now open. Submit your ideas here.

Call For Speakers

Do you have a great presentation topic that you’d like to share with corporate executives and customer strategists looking to implement multichannel strategies in customer service and support? If so, we want to hear about it! The editors of CRM magazine and Ovum are inviting consultants, analysts, and client-side customer care practitioners to submit speaking proposals for our Customer Service Experience Conference (August 18-20, 2014) at the New York Marriott Marquis in Times Square.

Important Note to Vendors:

Please do not propose customer service vendor representatives as speakers or submit topics about vendor products for general sessions—these proposals will not be accepted. However, impressive case study examples from well-known customer companies are highly desirable, so customer service vendors are encouraged to pitch their customers as speakers. The customer service client representative must deliver the entire 45-minute presentation; vendor representatives are not permitted to share a presentation with a customer. We will also consider proposals for vendor-only panels. (Please see the Panels section below for more information.)

Topics of Interest

Customer service experience is about the role of customer service in the greater context of the customer experience that straddles multiple channels. Many of our attendees are seeking innovative strategies, ideas, and technologies to deal with the increasing use of multiple channels in their customer care organizations. They are looking for ways to improve customer engagement and satisfaction while improving their own business processes and, of course, to increase profitability. They want to know how best to provide stellar customer service in the multichannel, cross-channel, and mobile world.

Specifically, we are looking for high-quality content delivered by dynamic presenters in the following areas:

  • Voice of the Customer strategies
  • Leveraging analytics for intelligent decisions
  • Social media support best practices
  • Mobile customer service strategies
  • Streamlining customer service processes
  • Unified communications best practices
  • Building integrated, multichannel support
  • Moving from multichannel to cross-channel support
  • Integrating mobile into a holistic customer service strategy
  • Bringing marketing and customer service together to improve social support

Presentation Formats

Choose the format that best fits the material you submit.

Case Studies
Do you know a company that has implemented a truly multichannel customer care strategy? Do you have ROI and improved customer satisfaction numbers to back it up? If you can get the project manager to speak about this implementation, we want to hear about it! We welcome presentations describing detailed experiences with a particular technology project or application. Firsthand experience from those implementing multichannel customer care technologies in their business is preferred.

Expert Perspectives
Presentations from analysts or consultants who have extensive experience with multichannel customer care technology methods, skills, philosophy, design, implementation, or other relevant topics are welcome. We are seeking thought leadership presentations from objective practitioners.

Panels
We will consider panel proposals that include any mix of analysts, consultants, and customer care project leaders as panelists. Please submit a session topic and at least three participants who have agreed to participate (as well as their contact information).

We will also consider vendor-only panels. This is a great opportunity for vendor representatives to participate in a general session. However, vendors must be willing to share the stage with other vendors. These panel proposals must include high-level representatives (and their contact info) from three to four different vendors. If you are submitting a vendor-only panel presentation, please propose a topic and be sure each panelist has agreed to participate before submitting your proposal.

9 Tips to Getting Your Proposal Accepted

  1. Outline succinctly what someone will learn from your presentation. List 3 key points the presentation will cover.
  2. Provide as many details as possible. Attendees seek specific information.
  3. Be practical. We are seeking practical advice from working experts.
  4. Base your proposal on any of the suggested topics above.
  5. Offer a case study based on real-world experience, if you are a consultant, suggest a customer as a co-presenter.
  6. Describe a specific solution to a common problem.
  7. Put in plain words the practical, business-world implications of your research.
  8. Explain how to do something or how to implement a service or a technology.
  9. Write your proposal title and abstract in a way that will make a conference attendee want to register for the conference to hear your presentation! Please keep abstracts to 250 words or less.

We look forward to your proposals, and hope to see you in New York!

David Myron
Editorial Director, CRM magazine and Speech Technology magazine Conference Program Director, Customer Service Experience Conference

Click here to submit your proposal