(Best Practices: Chapel Hill, North Carolina) -- Many companies believe that they deliver superior customer experience, but far fewer customers agree with this assessment. Because the many elements that add up to the customer experience can have such a profound effect on business performance and profitability, many businesses are actively planning and managing the design and execution of these elements.

From sales contact, customer segmentation, and marketing approaches to call center operations, customer service levels, ease of online interactions, and knowledge management, businesses are seeking to improve the design of the customer experience and employing quality tools to do so.

At this conference, presentations and roundtables will focus on how quality thinking and processes are being applied to what many business leaders are coming to think of as the critical frontier in delivering and sustaining customer value.

We will examine how companies can improve their operations, competitive positioning, and profitability by intentionally managing the design and value of the customer experience.

Attendees will gain insight from listening to business leaders who have faced the challenges associated with design specification, measurement, and execution.

Best practice case studies
The following companies will be presenting best practice case studies on delivering quality customer experience.

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