The digitalisation of everything has changed the customer experience management world and each organisation now needs to assess how this will impact their processes, services and products. As we have progressed to an age where it is literally all about the customer, a good customer experience is your most effective differentiator.The 9th Annual Customer Experience Management Summit held on the 25-26 May 2016 in Sydney,  has been designed to address the above challenges, gain insight and facilitate discussion through interactive sessions, solution clinics, panels and roundtable discussions.What you can expect from the conference: -- 50+ Industry Expert Speakers from Public Sector, Finance and Banking, Retail, Utilities and more--  27 Practical Case Studies --  Digital customer service techniques to maximise connectivity & customer reach--  Strategies for changing your process & culture to achieve customer centricity--  Practical examples of implementing design thinking & innovation into your CX strategy--  Separately bookable Pre-Focus Day on the Journey to Award-Winning Customer Service --  1st annual Customer Experience Management Excellence Awards Dinner and Drinks! --  Speed Networking, Solutions Clinic & Round Table Sessions and much more!View the agenda here for the complete speaker and session line up.If you're interested in registering your team to attend the summit, simply book online, call 02 9229 100002 9229 1000 or email registration@iqpc.com.au