KEY STATISTICS & INFORMATION

Olympia West & Central, London

Organiser

from Europe’s no.1 exhibition and

conference for contact centre &

customer service professionals

KEY STATISTICS

As Europe’s no.1 exhibition and conference for contact centre and customer management solutions,

Customer Contact Expo (CCE) is a must attend event for any individual or organisation within the

contact centre, customer management and customer service industry.

Welcoming more than 5,000 attendees in 2015, 6% more than in 2014. Customer Contact Expo enables attendees to source new products and services, learn industry best practice, discover the latest innovations and have access to unrivalled networking opportunities.

*Based on Independent Research following Customer Contact Expo 2016

** Based on visitor demographic information provided in the registration process

In 2015 we arranged

386 one-to-one

hosted meetings

between senior buyers

and exhibitors

100%

of the audience involved in the decision making process from specification to purchase – 2000 of these visitors were

actively ready to buy

77%

of 2015 visitors have

already done business

with an exhibitor

2015 visitors spent an

average of £201,451 with

exhibitors from the show

– a 40% increase from

2014

55%

of all attendees with

budgets in excess of £50K

for forthcoming customer

management projects

Customer

Contact Expo

regularly meets

and exceeds the

expectations of 83%+

of attendees

WHAT ARE THEY BUYING?

**

Benchmarking /

Mystery shopping ...16%

Business continuity...15%

Call guidance and scripting / Speech technology ...23%

Call recording ...28%

Cloud solutions ...32%

Consultancy ...15%

CRM ...33%

Customer insight and analysis ..33%

Hardware / Headsets ...11%

Hosted call centre solutions ...21%

IVR ...23%

Multi-channel / Omni-channel ..28%

Outsourcing / Telemarketing ...14%

PCI Compliance ...15%

Performance and quality management ...25%

Recruitment ...9%

Self-service and web chat ...27%

Social media analytics ...20%

Social media CRM ...22%

Staff motivation and incentives .20% Systems integration ...19%

Telephony solutions ...28%

Training and development ...21%

Unified Communications ...16%

VoIP / Telecoms ...20%

Workforce management / optimisation ...25%

Workplace solutions ...12%

ABOUT CUSTOMER CONTACT EXPO

5,352

senior decision makers

in attendance

Preferred

contact centre and

customer service event

in the UK for

both visitors and

WHO ATTENDS?

Senior buyers from the following job roles and functions:

FACE TO FACE IS THE LEADER

We bring the audience directly to you, but what makes this different to other channels?

Face to face makes the difference. Here are some stats from independent organisation, FaceTime, about why face-to-face sales are more effective:

93%

of marketers and business directors

feel that face-to-face marketing is the most effective

media channel to convert prospects

80%

agree that live events deliver better ROI than other marketing

channels

81%

of directors agree that the average order value with human interaction is over 15 times greater compared to other media investment

80%

agree that a person spends more money with

companies they have met face-to-face than with

people not met across all media

platforms the best way to achieve sales leads is a combination of face-to-face marketing and digital platforms

SALES

LEADS

Stats taken from research done by Customer Contact Centres Contact Centres Operations Finance HR/Training Recruitment Contact Centre Marketing Customer Service/ Experience IT CRM / Customer Insight Contact Centres Sales Consultancy Strategy & Planning

25%

17%

15%

13%

8%

7%

5%

4%

2% 2% 2%

SENIOR BUYERS FROM:

Manager with Staff Agent

Owner / Proprietor Non Board Director Head of Department Manager

without Staff BoardDirector CEO, President,

COO, Chairman Consultant

22%

THE EVENTS

Europe’s no.1 exhibition and conference for contact centre and customer service

professionals

The UK’s leading event for marketers to source, understand

and maximise the use of technology powered marketing

The UK’s biggest marketplace for buyers and suppliers of the latest ecommerce technology, products

and services

CREATING A SEAMLESS

CUSTOMER EXPERIENCE

Your customers expect to move seamlessly between marketing,

ecommerce and customer service channels.

For businesses to create a single, unified customer experience, no individual function can act in isolation. The CMO, CTO, Ecommerce Director & Customer Service Directors have to collaborate, making the buying and implementation of technologies more complicated than ever before.

That is why from 2016, Customer Contact Expo will run alongside eCommerce Expo and Technology for Marketing – uniting marketing, ecommerce and

customer service professionals working across the entire customer journey

from acquisition and conversion through to delivery & fulfillment, customer service and customer retention.

EACH EVENT WILL ALSO:

• Retain its core identity, brand and USPs

• Maintain its dedicated content and seminar programmes • Continue to focus on its core vendor and visitor base

• Preserve its highly targeted marketing and communications campaign • Continue to be supported by a dedicated sales and marketing team

“We’re excited to hear that TFM will

be co-locating with Customer Contact

Expo and eCommerce Expo in 2016 at

Olympia. With customer data driving

marketing’s interactions with their

customers, alongside the vast amount of

insights gathered by the contact centre,

we see this co-location as a natural

progression of where both markets are

heading.

Ann-Marie Stagg, Call Centre Managers Association

BRINGING TOGETHER

THE BUYING CHAIN

These three events will connect you to the right people within the customer technology buying chain from specifier to influencer, researcher to authoriser.

More customer technologies on show = more reasons for businesses to send their entire buying chain. On average, between 4 and 6 people now formally sign off a B2B

purchase*

“I think it’s a very good move to bring

the events together, as marketing,

ecommerce and customer service are

different touch-points with the same

customer. It will help us move towards

technology-enabled marketing. We

need to stop thinking about digital as

being something separate and

go back to thinking about a

customer-led organisation.”

Amanda Rendle, Global Head of Marketing, HSBC

WHAT ELSE IS NEW THAT WILL BENEFIT ME?

Hosted Buyers and Leadership Programme – NOW ACROSS ALL THREE SHOWS

The perfect complement to the Leadership Programme, the expanded Hosted Buyer programme gives you 1-2-1 meetings on your stand with qualified buyers from all three events.

Keynote Arena

Located at the heart of all three events, the Keynote Arena will welcome the top thinkers and leaders across marketing, ecommerce and customer service. Expect the unexpected as we bring together innovators, academics, futurologists, disruptors and a whole host of brands – large and small – to offer a range of unique perspectives on how to build a better customer experience.

Customer Experience Theatre

A brand new theatre bringing together thought leaders from the customer service and ecommerce markets and focusing on customer-centric issues essentials such as self service and customer data analytics.

35% of the eCommerce Expo visitors tell us that they are actively

looking to purchase call centre and

customer management solutions in

the next 18 months

1/3 of the Technology for Marketing Audience are actively looking to invest in CRM, customer

insight, social media platforms

and social media analytics in the next 18 months

eCommerce Expo and Technology for Marketing attracts a significant

number of decision makers and

department heads from retail, travel & hospitality and media – vertical

sectors you’ve indicated as important

PLUS:

POSITIONS CCE FOR THE FUTURE

Achieving best-in-class customer experience requires excellent collaboration between customer service, ecommerce and marketing functions. This is leading to a marked growth in the appointment of roles responsible for directly managing customer

experience and customer management. Co-locating CCE, ECE & TFM creates a single destination for these increasingly important professionals and positions CCE at the heart of where the industry is heading.

WHO WILL ATTEND FROM THE BUYING CHAIN?

Including:

3 CMOs/Marketing Directors 3 CTOs

3 Marketing Managers

3 Directors / Heads of ecommerce 3 Retail Directors

3 Ecommerce Managers 3 Heads of Sales & Business

Development

3 Technical Managers 3 Web Developers 3 Finance Managers

Additional audience from

8000

_Marketing

Professionals

5000

Customer Service &

Customer Management

Professionals

Additional audience from

5000

Professionals

Including:

3 CMOs/Marketing Directors 3 Marketing Managers 3 Digital Marketing Specialists 3 Brand Managers

3 CTOs

3 Heads of Sales & Business

Development

Additional job

functions

from

co-located

events

FLOORPLAN 2016

Olympia London

Keynote Arena Payment & Cross Border Theatre Seating Area Seating Area Delivery & Cross Border Theatre Marketing & Platforms Theatre Integration Station Networking Bar Networking Bar Registration Hosted Buyers Lounge Solutions Theatre Solutions Theatre Solutions Theatre W orkshops Conference 2 Conference 1 MR MR MR MR Customer Theatre TFM Solutions Theatre Marketing Theatres Demo Zone Demo Zone Marketing Theatres Leadership Programme Networking Bar Welcome Desk WEST HALL ENTRANCE NATIONAL HALL ENTRANCE Pizza Express GROUND FLOOR GALLERY LEVEL 1 CENTRAL LEVEL 1 WEST LEVEL 1 Central Kitchen MARKETING TECH & ECOMMERCE PLATFORMS

DELIVERY, PAYMENTS & CROSS BORDER CONTACT CENTRE

& CUSTOMER SERVICE

Stairs Down

FOR LIVE EVENT AND DIGITAL

MARKETING OPPORTUNITIES

PLEASE CONTACT:

Helen Curl, Head of Portfolio, Customer Contact Expo

[email protected] | +44 (0)20 7921 8507

Evaline Shawl, Business Development Manager, Customer Contact Expo

[email protected] | +44 (0)20 7921 8478

INCLUDED IN YOUR EXHIBITING PACKAGE

ADDITIONAL OPPORTUNITIES INCLUDE

Customer Contact Expo directory listing. An online directory bringing contact centre buyers a comprehensive supplier guide they can access all year round.

• Full editable profile • Logo

• Product news • Case Studies

• Downloads and catalogues

Visit Connect package Choice of 3x App licences or 2 scanners plus access to the partner portal to help you with the lead generation, lead qualification, real-time tracking, and follow-on analysis.

Hosted Buyers Programme A programme running across the three shows which will match you with potential buyers based on their needs for 1-2-1 meetings on your stand.

Listing within the show guide

and event App Used onsite by visitors to source suppliers they wish to see.

Full exhibitor zone access Full exhibitor online profile listing, Marketing support, personalised show banners & e-vites.

Diamond Sponsor (Headline Sponsor)

Sponsorship of one of our three Conference Theatres Sponsorship of one of our three Solutions Theatres Sponsorship of our Hosted Buyers Programme Sponsorship of our Networking Bar

Sponsorship of the venue Wifi Sponsorship of the event Lanyards Carrier Bags Inserts in Carrier Bags Promotional Character Meeting room sponsor Speaking slot in our Solutions Theatre programme

(27 available) Inclusion in our targeted Sector Insights email (12 slots) Inclusion as Featured Exhibitor on our website (4 slots) Inclusion in our Product Alert Email (8 slots)

YEAR ROUND ENGAGEMENT WITH THE CUSTOMER

SERVICE AND CONTACT MANAGEMENT COMMUNITY

From the leading industry exhibition and the UK’s largest mystery shopping benchmarking programme

to online thought leadership, market research and whitepaper downloads – the portfolio will help you

reach an audience of over 50,000 highly engaged customer service professionals.

FOR LIVE EVENT AND DIGITAL

MARKETING OPPORTUNITIES

PLEASE CONTACT:

Helen Curl, Head of Portfolio, Customer Contact Expo

[email protected] | +44 (0)20 7921 8507

Evaline Shawl, Business Development Manager, Customer Contact Expo

[email protected] | +44 (0)20 7921 8478

WHAT YOU’LL GAIN FROM WORKING WITH US:

Year-round interaction with a highly engaged audience

Our live and digital platforms enable us to communicate with the ecommerce community

52 weeks a year. We can work with you to produce a multichannel communications plan to

guarantee year round visibility.

Thought leadership

Our highly regarded conference programme, whitepaper reporting and market research reports offer significant thought leadership opportunities, building confidence in your brand and increasing your chances of winning business.

Lead generation

With a database of over 50,000 customer service professionals we have a range of solutions for you to expand and accelerate yoursales pipeline with active buyers in the market.

The Top 50 initiative is the UK’s largest mystery shopping benchmarking programme which provides contact centres with the insight required to improve customer service.

Culminating in a gala dinner and trophy presentation, the Top 50 programme helps companies to measure themselves on what the general public thinks is a great customer service experience across multiple channels.

The UK’s most trusted resource for the contact centre and customer service community.

CallCentre.co.uk is a thriving community for over 50,000 professionals that draws on expert advice and best practice from leading figures within the customer service industry. It is the UK’s longest serving website for the contact centre community and successor to Call Centre Focus and Customer Strategy Magazines.