Customer Experience Management in Telecoms - North America

1. Customer SavE $1000 Book &
Pay By 9 DECEMBER
Experience
Learn how to embed a customer-
centric culture into your organization
and develop a profitable CEM strategy
Management
that will drive customer loyalty
KEYNOTE PRESENTATIONS FROM:
in Telecoms
Carol Borghesi, SVP of
Customers First Culture,
TELUS
North America
Colin Shaw, Best-selling
Author, Founder and CEO,
BEyond PhiLoSoPhy
Lynn Costlow, VP of
Customer Service,
14th–16th February 2012 US CELLULar
InterContinental Miami, Florida
Your keY CHallenges addressed: leadIng CeM Case studIes
& exPert InsIgHt FroM:
Learn how to win senior management buy-in and
strengthen the business case for your CEM strategy SVP of Customer Experience,
Comcast
Discover how to maximize the profitability of your
customer experience program VP of Care, Bell Mobility,
Bell Residential and
Hear how to engage and empower your employees at Virgin Mobile Canada
all levels to deliver a superior customer experience
VP of Customer Support,
Establish how to transform your first contact resolution Frontier Communications
rates in order to increase customer satisfaction and
reduce churn Director of Customer Experience,
Public Mobile
Understand how to radically enhance your
communications with your customers and improve Director of Customer Management
& Operations, Public Mobile
your relationship with them
Director of Wireless
Past CustoMer exPerIenCe ManageMent Customer Care, nTelos
In teleCoMs euroPe attendees saId: Social Media Strategist,
Boingo Wireless
“A terrific event to hear, share and debate great practices
Senior Manager of Customer
that will delight customers and enable business growth” Experience, NII Holdings
Tommy Geary, Director of Customer Management &
Operations, Eircom Executive Director of Global
Telecommunications Practice,
“A prime opportunity to learn from others and exchange J.D. Power & Associates
expertise on tackling the challenges of CEM in telecoms”
Peter Crayfourd, Head of Customer Lifecycle Experience, Manager, Guest Services -
Worldwide Reservations Office,
Orange FT Group Four Seasons Hotels
and Resorts
TakE aDvanTagE of ThE aDDiTionaL LEaRning oPPoRTuniTy: VP of Customer Service & Business
Development, Nicor National
PRE-ConfEREnCE WoRkShoP: TuESDay 14Th fEBRuaRy 2012
VP of Club Services,
Understanding how to establish a customer-centric culture Bluegreen Corporation
and mindset within your organization to dramatically
improve the customer experience CEO, nGen Strategies
Sponsor:
Register now @ www.cemintelecoms.com/uS

2. Customer Experience Management in Telecoms North America
In the face of fierce competition Case studies not to be missed:
and huge cost pressures, how are • Learn how Telus are putting customers at the
you using the customer experience heart of their organization through leadership
to differentiate yourself and drive and employee engagement
customer loyalty? • Discover how US Cellular have risen to the top
Do you want to learn how to establish a customer-centric of the league in wireless by delivering an excellent
culture within your organization and empower your experience to its customers and associates
employees to deliver a consistently positive customer • Understand how Frontier Communications have
experience? transformed their call centers from a cost
Do you want to hear how to leverage the customer environment to a high performance culture
experience to increase customer lifetime value and drive
down operational costs? • Hear how NII Holdings are successfully driving
customer loyalty and optimizing the network
Telecoms IQ’s Customer Experience Management experience for their customers
conference is the only event in North America dedicated
to improving the customer experience within the telecoms • Take advantage of Four Seasons Hotels &
industry. Learn from leading case studies and take Resorts’ experiences of stimulating brand
advantage of unparalleled networking opportunities engagement and providing an outstanding
within an informal and intimate environment. personalized service through social media
Come and hear how to develop a customer experience
strategy that will exceed your customers’ expectations and
how to use it to gain a competitive advantage in a crowded
marketplace. Pre-Conference Workshop
Cutting-edge case studies span the key CEM issues in Tuesday 14th february 2012
telecoms, including:
Registration will begin at 1.00pm. The workshop will
• How to establish a convincing business case for your take place between 1.30pm and 5.30pm with
CEM program appropriate breaks for refreshments.
• How to measure the customer experience and drive
actionable customer insights Establishing how to put customers at the
• How to increase your first contact resolution rates heart of your organization
• How to proactively manage your online brand reputation Few firms recognize the total cost to serve and rarely, if
Plus, take advantage of highly interactive learning ever, organize around the end-to-end customer journey.
sessions where you can brainstorm critical CEM issues Total cost to serve is conceptually simple, but tough to
with industry experts. Come and find the answers to your do – the outgoing of one department becomes the
most pressing CEM challenges! incoming of the next. Costs of the call center, the stores,
the web, the sales force, the dealer, the field technician,
Don’t miss this opportunity to hear proven case studies and and so on, are driven up by the failure to resolve issues
benchmark with your senior-level peers from telecoms and at the first point of contact. Customer experience is a
other industries leading the way in CEM implementations! team sport. Ask yourself, if not you, then who will put
For all enquiries, call:+44 (0) 20 7368 9737 or customers first?
email: telecoms@iqpc.co.uk In this workshop:
I look forward to seeing you in February. • Establish the importance of having a customer strategy
first, before everything else (a technical roadmap is not
a customer experience roadmap!)
• Discuss a framework for identifying the customer journey
• Brainstorm ways to engage and motivate your team to
strive for improvements
SAVE UP TO $1000 • Identify steps for optimizing your customer experience
offering – aligning, acting and communicating
Julie Coates Register and pay by Led by Carol Borghesi, SVP – Customers First Culture,
Conference Producer 9 December 2011 TELUS
Customer Experience With 30 years of telecommunications experience spanning three continents,
Management in Telecoms Carol rejoined TELUS in 2009 as Senior Vice-President – Client Experience
in support of consumer contact centers across Canada and in 2011
accepted the newly created role of Senior Vice President – Customers
PS: Visit the CEM North America download centre First Culture. Carol ignited passionate customer advocacy across TELUS
with the launch of Customers First in 2010 and is now the driving force
for your complimentary podcasts and articles on behind the evolution of TELUS’ corporate culture to deliver on the future is
customer experience: www.cemintelecoms.com/us friendly® to clients.
Who are Telecoms IQ?
Telecoms IQ is a division of IQPC – a global conference and exhibition company. Telecoms IQ provides
a range of carefully focused conferences that examine a specific issue or technology from an international
perspective. Each conference is designed to give carriers the strategic know-how to gain a competitive
advantage in the telecoms market. Telecoms IQ prides itself on developing superior quality programmes
packed with cutting-edge, industry first case studies. Delegates are therefore able to identify the systems and
methodologies required to safeguard their customer bases and to drive profitability.
For more information, visit: www.telecom-iq.com
Register now @ www.cemintelecoms.com/uS

3. Conference Day one: Wednesday 15th February 2012
8:00am Registration and coffee 2:45pm Establishing how to Maximize the Profitability of your Customer
Experience Program
8:40am Welcome address • Determining how to overcome the challenge of improving the customer
Julie Coates, Conference Producer, Telecoms iQ experience at a time when all communications service providers are
facing cost-cutting measures
8:45am opening remarks by the Chair followed by a speed networking session • Establishing how to monitor the performance of your customer experience
strategy and determine how and when you will start to see results:
9:15am KEYNOTE PRESENTATION: o Short term:
Examining the importance of Putting Customers at the heart of - Reducing calls to the call center
your organization: if not you, Who? - Improving NPS scores and customer satisfaction
KEYNOTE • Understanding the importance of your team: Developing a compelling - Reducing the number of call center agents
SESSION
reason for change to deliver enterprise-wide engagement o Long term:
• Position on Team Matters: Understanding leadership and employee - Reducing churn as a result of NPS gains
segmentation: - Acquiring new customers
- A programmatic approach • Determining the extent to which it is possible to use your customer
• Are We There Yet? Establishing a framework for setting goals and tracking experience program as an opportunity to reduce operational costs
progress within your customer experience teams for speaker updates, visit: www.cemintelecoms.com/uS
• Keeping the Faith: Identifying three steps for optimizing your customer
experience offering - aligning, acting and communicating
Carol Borghesi, SVP of Customers First Culture, TELuS hR 3:15pm afternoon refreshments and networking break
10:00am KEYNOTE PRESENTATION: 3:35pm RounDTaBLE DiSCuSSion SESSion:
How to Build a Truly Customer-Centric Culture within your Organization how can you Demonstrate the Link between improving the Customer
How customer-centric is your organization? What do you need to do to progress Experience and increasing Profitability?
KEYNOTE this? From his best-selling book, ‘Revolutionise your Customer Experience’, Delegates will have the opportunity to participate in two out of three
SESSION
Colin Shaw will speak about how all organizations are on a journey from being ‘ discussion sessions. At the end of each session, the facilitator for each
Naïve to Natural®’ in their level of customer-centricity. By outlining the nine key group will summarize the key findings before opening up the discussion
areas affecting your customer-centricity, he will explain what you need to do to to the floor.
become more customer-centric. Topic 1: How can you identify and quantify the results that your CEM
In this session you will: program can deliver?
• Identify where your organization is on the customer-centric journey from Topic 2: How can you demonstrate the link between the investment made
‘Naive to Natural®’ in your CEM program and increased customer retention and profitability?
• Understand the nine key areas that affect the customer experience and what Topic 3: How can you track the performance of your CEM program and
you need to do to improve them determine when you can expect to see the results?
• Learn from case studies on how organizations have successfully managed the
transition to becoming customer-centric
• Establish how to engage senior executives and secure their buy-in to become 4:20pm Learning how to generate “Social Media Superfans”: Developing Brand
more customer-centric by talking their language ambassadors in the Social age
Colin Shaw, Best-selling Author, Founder and CEO, Beyond Philosophy • Determining how to identify and keep track of your “superfans”
CASE • Understanding how to engage with your superfans
10:45am Morning refreshments and networking break STUDY • Examining how to provide your superfans with “VIP treatment”
• Establishing what to avoid when building a superfan relationship
11:15am Exploring how Comcast are transforming the customer experience Baochi nguyen, Social Media Strategist, Boingo Wireless
and driving customer loyalty
This presentation will explore Comcast’s innovative strategies for transforming
CASE the customer experience. It will examine how they are delivering on their vision 4:50pm CROSS-INDUSTRY BEST PRACTICE SESSION:
STUDY to act as “One Comcast” to ensure a consistent and positive end-to-end Examining how Four Seasons Hotels & Resorts are Delivering 5 Star
customer experience. Ultimately, the speaker will scrutinize how to use the Service in an Online World
customer experience to drive customer loyalty. CASE • Establishing how Four Seasons Hotels & Resorts have implemented
Tom Karinshak, SVP of Customer Experience, Comcast STUDY an effective social media strategy that focuses on delivering the
outstanding, personalized service that guests have come to expect
11:45am RounDTaBLE DiSCuSSion SESSion: • Discovering how Four Seasons Hotels & Resorts have developed
how do you Change the Culture and Mindset of your organization in their social media strategy and established a successful partnership
order to Become Customer-Centric? between their contact center and marketing/public relations teams
Delegates will have the opportunity to participate in two out of three discussion • Understanding best practices for providing customer service via social
sessions. At the end of each session, the facilitator for each group will media channels
summarize the key findings before opening up the discussion to the floor. • Learning how to build brand engagement and loyalty using Facebook
Topic 1: How do you secure senior management buy-in and use it to establish and Twitter
a customer-centric culture? andrew gillespie, Manager of Guest Services - Worldwide
Topic 2: How do you make the customer experience relevant to staff at all Reservations Office, four Seasons hotels & Resorts
levels?
Topic 3: How do you incentivize your employees to improve the 5:20pm CROSS-INDUSTRY ExPERT PANEl DISCUSSION:
customer experience? How can you Stimulate Brand Affinity and Improve your Relationship
12:45pm Lunch
1:45pm happy Employees = happy Customers: Examining how to recruit and
 with your Customers?
• How can you differentiate your brand in an increasingly homogenous market?
• How can you use your brand to establish an emotional connection with
your customers?
develop your staff to deliver a great customer experience • How can you drive the relationship between customer experience and
• Examining how to find and hire the right people who will make a customer loyalty?
CASE positive difference to the customer experience • How can you use your data to better understand your customers and use
STUDY • Determining how to identify your staff doing the right thing and this intelligence to improve the customer experience?
encourage the right behavior • How can you enhance the way you communicate with your customers in
• Establishing how to create a brilliant culture that will generate an order to improve your relationship with them?
optimal experience for your customers Panellists include:
Nancy Tichbon, VP of Care, Bell Mobility, Bell Residential and Barbara Porter, VP of Customer Service & Business Development,
Virgin Mobile Canada Nicor National
angela Blevins, VP of Club Services, Bluegreen Corporation
2:15pm Establishing how to Move Customers from Satisfied to Loyal for panellist updates visit: www.cemintelecoms.com/uS
As change velocity increases, what areas are most critical to retaining and
gaining customers? This presentation will cover two specific industries:
INDUSTRY Wireless phone and residential television. 6:10pm End of conference day one
PERSPECTIVE
• Determining how to create a total customer experience that drives
customer satisfaction
• Establishing what to measure in order to prioritize initiatives and define
organizational focus
• Identifying the most significant links to customer churn and retention
• Examining the key areas where exceeding customer expectations can make
a real difference
• Understanding what motivates your customers to be loyal and a champion
of your brand
Steve kirkeby, Executive Director of Global Telecommunications
Practice, J.D. Power & associates
Register now @ www.cemintelecoms.com/uS

4. Conference Day Two: Thursday 16th February 2012
8:00am Registration and coffee • Understanding how to develop a business case for breaking down silos
of data and establishing a single view of the customer
8:45am Opening remarks by the Chair • Determining how to leverage your data to gain insight into your customers
• Learning how to take a holistic approach to analyzing the customer
8:55am KEYNOTE PRESENTATION: experience across all touch points
Want to Create a Better Customer Experience? Start by Providing it • Establishing how to act on your data analysis and insights in order to
to your Associates improve the customer experience
KEYNOTE This presentation will explore the strategy that has made U.S. Cellular® For speaker updates, visit: www.cemintelecoms.com/US
SESSION
top of the league in wireless despite being the smallest of the national
carriers. You will learn how to create an associate environment that will 12:30pm ROUNDTABlE DISCUSSION SESSION:
ensure a superior customer experience. How do you Measure the Customer Experience and Drive Continuous
• Your company will never be what your associates are not; and your Performance Improvement?
associates will never be what you are not: Examining why leadership is Delegates will have the opportunity to participate in two out of three
the key to delivering on customer experience discussion sessions. At the end of each session, the facilitator for each group
• Award-winning customer experience is not about making every will summarize the key findings before opening up the discussion to the floor.
customer’s wildest dreams come true: Exploring the importance of Topic 1: What criteria should you use when measuring the customer
providing consistent service across all customer touch points and experience?
staying true to the promises of your company’s brand Topic 2: How can you collect and monitor your customer experience data
lynn Costlow, VP of Customer Service, US Cellular in a systematic and sustainable way?
Topic 3: What tools can you use to monitor your customer experience
9:25am Establishing how to Transform your Call Center from a Cost Environment performance and drive continuous improvement?
to a High Performance Culture that is a Valuable, Strategic Asset
In 2010, Frontier acquired multiple rural properties from Verizon, including 1:15pm lunch
CASE 21 specialized call centers. The objective was to create a blended
STUDY organization that is recognized by customers as a company that is “easy 2:15pm Determining how to Generate Customer loyalty in a Pay-in-Advance
to do business with”. Drawing on Frontier’s strategies, metrics and results, Business
this presentation will show you how to: • Understanding how to develop effective customer programs that
CASE establish customer loyalty up-front
• Establish a culture that drives ownership of the customer and their STUDY
moments of truth • Getting to first payment and beyond: Examining how to stimulate
• Introduce coaching to support and engage the front line and drive payment behavior in a pay-in-advance, non-invoiced billing model
improved supervisor performance through “Coach University” • Establishing how to transform your first time right rates within:
• Enable staff empowerment and an “I can” attitude to delight the - Customer service
customers they serve - Technical support
• Rationalize a complex outsourced, in-sourced and fragmented call • Scrutinizing the results of Public Mobile’s Customer Experience
center environment into one, cohesive network that delivers a consistent improvement program and the impacts on:
positive experience - Customer Satisfaction
• Implement effective and efficient processes and systems: - Loyalty
- Introducing automation with a human touch - Likelihood to recommend scores
- Establishing customer-centric IVR and self-service Christine Robertson, Director of Customer Experience, Public Mobile
lynn Holmgren, VP of Customer Support, Frontier Communications Christopher McKenzie, Director of Customer Management &
Operations, Public Mobile
9:55am CROSS-INDUSTRY BEST PRACTICE SESSION:
Managing the Transition for your Call Center from a Cost Center 2:45pm Establishing how to Drive Customer loyalty within your Consumer and
to a Profit Center Business Segments
CASE Bluegreen is a leader in vacation ownership resort and residential real • Determining how to link what the customer wants and needs with your
STUDY estate business with 3,100 employees and more than 217,000 owners. CASE capabilities
Hear the “Cinderella Story” about how the company doubled their STUDY • Establishing how and when to identify the “deal breakers”
revenues from ‘08 to ‘09, ‘09 to ‘10, with significant increase again • Exploring how to break down silos within your organization
from ‘10 to ‘11 and ‘11 to ‘12 despite challenging economic conditions. • Scrutinizing the steps to securing customer loyalty within your:
Discover how the company is developing new revenue channels, - Consumer segment
carrying out up-selling and launching social media initiatives. - Business segment
Key topics include: • Case Study: Improving your customers’ network experience
• Establishing the success factors for marrying sales and customer service Patricia Davidson, Senior Manager of Customer Experience, NII
• Examining the lessons learnt from enhancing the product to provide a Holdings
better customer experience
• Scrutinizing best practices for driving operational efficiencies using 3:15pm Examining how to maximize cross-selling and up-selling opportunities
performance reporting whilst ensuring a good customer experience
Angela Blevins, VP of Club Services, Bluegreen Corporation • Establishing how to effectively implement a cross-selling and up
10:25am ROUNDTABlE DISCUSSION SESSION: CASE selling campaign in your call center
STUDY - Understanding how to balance this with the need to provide a good
How do you Balance Operational Efficiency with Customer Satisfaction
in your Call Centers? customer experience
Delegates will have the opportunity to participate in two out of three discussion • Determining how to link your cross-selling and up-selling campaign
sessions. At the end of each session, the facilitator for each group will with staff compensation
summarize the key findings before opening up the discussion to the floor. • Understanding how to develop training programs for your call center
Topic 1: What performance metrics should you use in the call center to agents and close any skills gaps
balance efficient handling times with high customer satisfaction scores? • Examining how to drive employee retention in a high churn call
Topic 2: What are the most effective ways of engaging and incentivizing center environment
your call center agents in order to encourage the right behavior? • Establishing how to define weighted performance metrics for your
Topic 3: How can you increase your first contact resolution rates, particularly agents in order to encourage the right behaviour
when faced with customer issues that involve complex technology? Connie Kennedy, Director of Wireless Customer Care, nTelos
11:05am Morning refreshments and networking break 3:45pm ExPERT PANEl DISCUSSION: How can you Differentiate your Services
Based on the Value of your Customers?
11:30am It’s About the Score, But It’s Not About the Score: How to Sustain a • What criteria should you use when segmenting your customer base:
Superior Customer Experience Program - Strategic importance of “influencers” in the community
This session, led by seasoned NPS® practitioner Lindsay Notwell, will - Products
INDUSTRY
PERSPECTIVE
provide guidance and insights on how to generate real customer loyalty - Behavior
and avoid the mistakes that many companies make as they implement • How can you determine which customers are truly profitable and when
their customer experience improvement program. Key topics include: your high value customers are becoming unprofitable?
• Managing the Chief: How to ensure the right approach by senior management • How can you differentiate the customer experience based on a
• Practical advice for closed loop survey systems customer’s profitability?
• Establishing how to turn your customer verbatims into actionable insights • How can you differentiate your service without discriminating against
• Learning how to turn your customer insights into actions that will deliver certain segments?
tangible improvements to the customer experience • How can you provide a differentiated customer experience on a large scale?
• Running the Marathon: How to ensure your CEM strategy delivers lasting benefit • How can you improve the customer experience and meet your
lindsay Notwell, CEO, nGen Strategies customers’ needs when you have a diverse customer base?
Jeff lewandowski, Partner & EVP, Andrew Reise Consulting
12:00pm Understanding how to Manage the Volume of Customer Data and Use For panellist updates visit: www.cemintelecoms.com/US
it to Generate Actionable Insights into the Customer Experience
• Identifying and overcoming the challenges of managing different silos 4:30pm Closing remarks from the Chair
of customer data: 4:40pm End of Conference
- CRM
- Web analytics
- Customer surveys Don’t forget to sign up for the workshop when
- IVR registering for the conference!
- Marketing
Register now @ www.cemintelecoms.com/uS

5. Top five reasons to attend Customer Experience Management in Telecoms:
• Benefit from the only event dedicated to CEM for the telecoms industry in north america
• Learn from leading case studies and extensive networking opportunities with CEM experts
from the telecoms sector and beyond
• Discover how to engage employees at all levels and secure company-wide commitment
to your CEM strategy
• hear how to transform your first contact resolution rates in order to improve customer
satisfaction and reduce churn
• Learn how to radically enhance your communications with your customers and improve
your relationship with them
Reasons you should sponsor Customer Experience “It’s been a great event, it’s
Management in Telecoms to improve your business: always a good size event for us
which is a good chance for you to
• generate new qualified leads - Access motivated, authorized buyers at network and meet a lot of people.”
alcatel-Lucent, Director of Solutions Marketing
the point where they are making purchasing decisions to further their strategies
• Demonstrate thought leadership - Take centre stage in front of a captive
and targeted audience and demonstrate your expertize and market knowledge
• network with key decision makers and influencers - Gain face-to-face “We’ve had some great discussion
with operators that we haven’t
meetings with existing and potential clients spoken to before about some great
• Position your company brand front of mind - Be the name that all carriers initiatives as well as making
think of when selecting vendors some great introductions on the
global operator base that you’ve
• Stand out from vendor delegates - Stand out on an elevated platform with had here.”
a heightened presence. Be seen as ‘front of mind’. Be the ‘go to’ first company MDS, Chief Marketing officer
through maximum recognition at the event.
• gain competitive advantage - Have direct influence on selection criteria
for more information on sponsorship opportunities please contact:
Sponsor
Mark Lee, Project Manager, Telecoms iQ
T: +44 (0) 20 7368 9434 E: sponsor@iqpc.co.uk
you will meet and network with:
Carriers and service providers from the telecommunications sector, plus other key industries
vPs/Directors/Managers/Specialists of:
• Customer Experience • Customer Service & Sales Canada 25%
• Customer Service • Marketing
• Customer Care • Customer Management USA 65%
• Customer Operations • Customer Strategy
• Call Center Operations • Commercial Operations
South America 5%
• Customer Support • Sales Other 5%
• Client Experience
Follow Telecoms IQ @TelecomsForum to keep up Media Partners
to date with news and developments in Customer
Experience Management in Telecoms #CEMIQ
Join Telecoms Networking Forum on
LinkedIn
Find out more about the latest developments in
Telecoms IQ conferences and industry news with
the new Telecoms IQ blog
http://telecomsiq.wordpress.com
For more information on the conference programme and speaking
opportunities, contact: Julie Coates, Conference Producer,
Telecoms IQ +44 (0) 20 7368 9769 Email: telecoms@iqpc.co.uk
Register now @ www.cemintelecoms.com/uS

6. Customer Experience Management 5 WayS To REgiSTER
in Telecoms North America Tel: +1 800 882 8684
Pre-Conference Workshop: 14th February 2012 or +1 646 378 6026
2 Day Conference Programme: 15th-16th February 2012
InterContinental Miami, Florida
Fax: + 1 646 378 6025
To speed registration, please provide the priority code located on the mailing label or in the box below.
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registration code above to inform us of any changes or to remove your details. Web: www.cemintelecoms.com/US
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Payment Method which must occur within one year from the date of postponement. Except as
specified above, no credits will be issued for cancellations. There are no refunds
Total price for your Organisation: (Add total of all individuals attending): given under any circumstances. IQPC is not responsible for any loss or damage
as a result of a substitution, alteration or cancellation/postponement of an
Card Number: VISA M/C AMEX event. IQPC shall assume no liability whatsoever in the event this conference
is cancelled, rescheduled or postponed due to a fortuitous event, Act of
God, unforeseen occurrence or any other event that renders performance
of this conference impracticable, illegal or impossible. For purposes of this
clause, a fortuitous event shall include, but not be limited to: war, fire, labour
Exp. Date: Sec: strike, extreme weather or other emergency. Please note that while speakers
and topics were confirmed at the time of publishing, circumstances beyond
the control of the organizers may necessitate substitutions, alterations or
Conference code 20922.001
Name On Card: cancellations of the speakers and/or topics. As such, IQPC reserves the right to
alter or modify the advertised speakers and/or topics if necessary without any
liability to you whatsoever. Any substitutions or alterations will be updated on
Billing Address (if different from above): our web page as soon as possible. Discounts: All ‘Early Bird’ Discounts require
payment at time of registration and before the cut-off date in order to receive
any discount. Any other discounts offered by IQPC (including team discounts)
City/County/Postcode Cheque enclosed for: $ (Made payable to IQPC Ltd.) require payment at time of registration. Discount offers cannot be combined
with any other offers.
(Please quote 20922.001 with remittance advice) 6 Please do not pass my information to any third party
iQPC Bank details: Details for making payment via EfT or wire transfer: JPMorgan Chase, Penton Learning Systems LLC © IQPC Ltd. VAT Registration No. GB 799225967
dba iQPC:957-097239 aBa/Routing #:021000021
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