Eff ective Customer Data Analytics, Omnichannel Customer Service and Experience Week

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Eff ective Customer Data Analytics, Omnichannel Customer Service and Experience Week
C      L A R I D E N                                                                                             25 - 28 July 2016
  Knowledge for the world business leaders                                                                Stamford Plaza, Auckland

  Effective Customer Data Analytics,
  Omnichannel Customer Service and
  Experience Week
  Mastering Customer Data Analytics and Omnichannel Customer Service to Improve
  Customer Engagement and Experience

  2 Separately Bookable Sessions in 1 Location:

              Customer Experience
25 - 26 July 2016 (Monday & Tuesday) | Stamford Plaza, Auckland

                     Theo Papanikolaou
                     •   Member of the National Speakers Association of Australia and a certified Master Practitioner of NLP to help
                         organizations and individuals achieve excellence in customer initiatives
                     •   More than 20 years of experience consulting and coaching business leaders from leading organizations including
                         Oracle, Canon, Trippas White Group, Accor, Sofitel, The Qantas Club, Emirates, Carrington, Macarthur Credit
                         Union, Canterbury League Club
                     •   Featured in the “Motivational Speakers Australia” guide that lists the greatest business and motivational
                         speakers from various countries including Australia

Program B: Utilizing Customer Data and Analytics To Improve Customer Insights,
           Engagement and Experience
27 - 28 July 2016 (Wednesday & Thursday) | Stamford Plaza, Auckland

                     Jesper Lowgren
                     •   Recognized thought-leader in Enterprise Digital Transformation and Member of Enterprise Transformation
                         2020, a global think-tank on enterprise change and transformation to Fortune 500 companies
                     •   More than 15 years of experience consulting and coaching businesses on change and transformation, including
                         and not limited to KPN, Maxis, Telekom Malaysia, StarHub, NAB, Promina, Macquarie Bank, AAPT, St George
                         Bank, Australian Government
                     •   Author of more than 50 articles and books on digital strategy and transformation, including Business, Information
                         and Data Architecture, Analytics and Agility
Eff ective Customer Data Analytics, Omnichannel Customer Service and Experience Week
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Utilizing Customer Data and Analytics To Improve
Customer Insights, Engagement and Experience
Program B: 27 - 28 July 2016, Stamford Plaza, Auckland

FACULTY DIRECTOR

                   Jesper Lowgren
                   • Recognized thought-leader in Enterprise Digital Transformation and Member of Enterprise Transformation
                     2020, a global think-tank on enterprise change and transformation to Fortune 500 companies
                   • More than 15 years of experience consulting and coaching businesses on change and transformation, including
                     and not limited to KPN, Maxis, Telekom Malaysia, StarHub, NAB, Promina, Macquarie Bank, AAPT, St George
                     Bank, Australian Government
                   • Author of more than 50 articles and books on digital strategy and transformation, including Business, Information
                     and Data Architecture, Analytics and Agility

                  Enterprise Transformation 2020, Jesper is a global think-tank on enterprise change and
transformation to Fortune 500 companies. He is also a principal consultant with Telstra, Australia’s largest
telecommunications company, where he advises medium and large corporate CEOs on digital strategy and
transformation, and the latest organizational capabilities needed in the digital world such as customer data and
analytics.

With over 15 years’ experience consulting and coaching businesses on change and transformation, Jesper has advised
Australian State Governments on data-warehousing and information management strategies. Some of his major
clients include KPN, Maxis, Telekom Malaysia, StarHub, NAB, Promina, Macquarie Bank, AAPT, St George Bank and
the Australian Government.

In 2009, Jesper radically transformed an ailing medium-sized business and increased its profitability within a year.
He has also created and launched 3 online brands in Australia across different market niches, each reaching and
sustaining No.1 in sales and customer engagement.

As a consultant with Ernst & Young, Jesper created the first model for linking call center resource prioritization
with the true profit of an individual customer, using Activity-Based Costing, a well-known tool amongst large
consulting firms. He was also one of the first in Australia to demonstrate how to use an online customer forum to
create advocates to drive higher customer satisfaction and sales.

Jesper is the author of ON PURPOSE – The Path to Extraordinary Transformation and over 50 other articles and
books on digital strategy and transformation, including Business, Information and Data Architecture, Analytics
and Agility. He was previously a principal consultant and information evangelist with Oracle, where he co-authored
several papers with Richard Barker on Information Management and CASE (computer-aided software engineering).

Currently, Jesper is working with several medium-sized corporations on creating agile data analytics strategies and
capabilities, to significantly improve organizational productivity and competitiveness.

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     Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
Eff ective Customer Data Analytics, Omnichannel Customer Service and Experience Week
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Utilizing Customer Data and Analytics To Improve
Customer Insights, Engagement and Experience
Program B: 27 - 28 July 2016, Stamford Plaza, Auckland

EXECUTIVE SUMMARY

Program:       Utilizing Customer Data and             Early Bird 1 (Register & pay by 30 May 2016):         NZ$1,795
               Analytics To Improve Customer           Early Bird 2 (Register & pay by 27 June 2016):        NZ$1,895
               Insights, Engagement and                Regular Tuition Fee:                                  NZ$1,995
               Experience
Dates:         27 - 28 July 2016                       Group discount of 10% for 2nd participant from the
Location:      Stamford Plaza, Auckland                same organization. For limited time only by 27 June 2016
                                                       register 3 participants and the 4th participant will receive a
                                                       complimentary seat (one discount scheme applies).

Program        With the rapid proliferation of customer data in today’s digital age, customer data and analytics
Essence:       is an imperative tool to enhance customer insights and engagement, boost customer experience and
               improve business decision-making.

               Led by renowned customer analytics thought leader, Jesper Lowgren, this comprehensive 2-day
               program is designed to help customer success professionals implement data analytics to gain
               valuable customer insights and improve customer experience.

               This interactive session will enable you to grasp the building blocks of an analytics strategy and using
               various approaches, generate key customer data through analytics. By defining the desired state of
               customer engagement and experience, you will learn to develop your business value proposition
               that maps customers’ needs, wants and values accurately.

               In addition, find out how to design and customize different types of customer journey mapping
               tools and techniques to meet your business needs and overall strategy. You will learn to identify and
               refine key questions, data and metrics to maximize the effectiveness of your analytics strategy.

               Through case studies and intense group discussions, Jesper Lowgren will challenge your thoughts
               constructively throughout the program by guiding you on implementing an effective data analytics
               strategy and benefits realization framework that will enable you to deliver improved customer
               engagement and experience.

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    Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Utilizing Customer Data and Analytics To Improve
Customer Insights, Engagement and Experience
Program B: 27 - 28 July 2016, Stamford Plaza, Auckland

PROGRAM INTRODUCTION

“Every day, we create 2.5 quintillion bytes of data — so much that 90% of the data in the world today has been created in the last
two years alone. This data comes from everywhere: sensors used to gather climate information, posts to social media sites, digital
pictures and videos, purchase transaction records, and cell phone GPS signals to name a few.” – IBM

The big data evolution in today’s digital age has presented many companies with new sources of economic value and
fresh insights into business trends. With effective customer data management, companies can understand their clients
and tailor their offerings to suit their preferences, thus attaining a competitive edge in the marketplace.

Yet, many customer success professionals are struggling with extracting accurate and valuable customer insights
from data. Without maximizing the potential of customer data and analytics, ineffective strategy results in disengaged
customer experiences that hamper overall organizational profits and long-term growth.

This two-day comprehensive program will show you how to implement data analytics to gain valuable customer
insights and enhance customer experience. You will discover various strategies for using analytics to uncover
customer expectations and tailor experiences to meet them. In addition, you will learn to develop a strong business
value-proposition that maps customers’ needs, wants and values accurately.

Find out how to design and tailor different types of customer journey maps, tools and techniques to support your
business needs and overall strategy. Learn to identify and refine key questions, data and metrics to maximize the
effectiveness of your analytics strategy.

This executive education program is launched together with the Managing An Integrated Omnichannel Customer
Service For A Seamless Customer Experience program as the next step in enhancing customer insights, engagement
and experience to benefit the overall business and enhance your organizational growth.

WHO WILL BENEFIT THE MOST

This program is designed for but not limited to C-Level Executives, Vice Presidents, General Managers, Directors and
Heads of Customer Data, Customer Analytics, Customer Experience, Customer Service, Customer Delivery, Customer
Engagement, Customer Success, Customer Relations, Customer Intelligence.

LEARNING OBJECTIVES
•   Discover the potential of analytics and acquire various approaches to using analytics to generate essential
    customer data
•   Align your business value-proposition with the desired state of customer experience
•   Learn to design and customize different customer journey mapping tools to meet your business needs and
    overall business strategy
•   Create an effective data analytics strategy by identifying key metrics and data required for the measurement of
    your customer initiatives
•   Develop and implement an analytics benefits realization framework to achieve the goals of your customer
    strategies

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       Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Utilizing Customer Data and Analytics To Improve
Customer Insights, Engagement and Experience
Program B: 27 - 28 July 2016, Stamford Plaza, Auckland

PROGRAM OUTLINE
DAY ONE
The Anatomy of Analytics
• The growing importance and potential of analytics
• Different strategies and approaches of using analytics
• The building blocks of an analytics strategy

Defining Desired State of Customer Experience and Engagement
• The difference between needs, wants and values
• Define what delights your customers
• Your business value-proposition and how to map to customers

Embracing Customer Journey Mapping
• The process and benefit of Customer Journey Mapping
• Different types of customer journey maps, tools and techniques
• Identify critical success factors and key stakeholders

Developing Customer Journey Maps
• Identify customer segments
• Map customer journey, touch points, key interactions, including ‘moments of truth’ for one segment
• Identify channels of interaction

DAY TWO
Defining Key Customer Questions Answered through Analytics
• Identify key questions to answer to improve experience and engagement
• Refine key questions for each customer journey touch point
• Refine key questions for each customer journey “moment of truth”

Identifying Data required to Answer Key Customer Questions
• Data needed for each customer journey touch point and “moment of truth”
• The location / channel of data
• Data access mechanism, including access issues

Creating an Effective Data Analytics Strategy
• Connect the desired customer experience and engagement with customer journey maps, interactions, “moments of
   truth”, and channels
• Design an organizational analytics capability, including roles & responsibilities
• Develop an organizational analytics roadmap

Developing and Implementing an Analytics Benefits Realization Framework
• Create baseline of current customer experience and engagement
• Identify metrics for measuring experience and engagement
• Integrate analytics strategy and benefits realization framework into an analytics strategic plan

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      Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Managing An Integrated Omnichannel Customer
Service For A Seamless Customer Experience
Program A: 25 - 26 July 2016, Stamford Plaza, Auckland

FACULTY DIRECTOR

                    Theo Papanikolaou
                    • Member of the National Speakers Association of Australia and a certified Master Practitioner of NLP to help
                      organizations and individuals achieve excellence in customer initiatives
                    • More than 20 years of experience consulting and coaching business leaders from leading organizations including
                      Oracle, Canon, Trippas White Group, Accor, Sofitel, The Qantas Club, Emirates, Carrington, Macarthur Credit
                      Union, Canterbury League Club
                    • Featured in the “Motivational Speakers Australia” guide that lists the greatest business and motivational
                      speakers from various countries including Australia

Theo Papanikolaou is a member of the National Speakers Association of Australia and a certified Master Practitioner
of Neuro-Linguistic Programming (NLP) to help organizations and individuals achieve excellence in customer
initiatives.

With a strong reputation for delivering experiential and high-energy educational programs, Theo has recently
been featured in ‘Motivational Speakers Australia’, an indispensable guide that lists the best business and motivational
speakers from various countries including Australia.

With over 20 years’ experience in management and L&D roles in leading 5-star organizations, Theo specializes in
helping organizations upgrade their performance and secure a sustainable advantage by building a superior service
and customer-centric culture. His major clients include Oracle, Canon, Trippas White Group, Accor, Sofitel, The
Qantas Club, Emirates, Carrington, Macarthur Credit Union and Canterbury League Club.

Theo has developed numerous successful strategies for optimizing the effectiveness of personal and organizational
performance, drawing from his work experience in large corporate companies, government agencies and industry
associations across financial, professional services, manufacturing, retailing, tourism and hospitality industries.

As the founder and Chief Experience Officer of Positive Concepts, Theo’s unique methodology for building a superior
service culture, aligns, integrates and accelerates organizational activity in these 3 essential areas: Leadership, Systems
and Education. It creates an action-oriented culture that empowers everyone to delight customers and colleagues
with a winning approach.

                                                                                                                           6
      Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Managing An Integrated Omnichannel Customer
Service For A Seamless Customer Experience
Program A: 25 - 26 July 2016, Stamford Plaza, Auckland

EXECUTIVE SUMMARY

Program:       Managing An Integrated                  Early Bird 1 (Register & pay by 30 May 2016):        NZ$1,795
               Omnichannel Customer Service For A      Early Bird 2 (Register & pay by 27 June 2016):       NZ$1,895
               Seamless Customer Experience            Regular Tuition Fee:                                 NZ$1,995
Dates:         25 - 26 July 2016
Location:      Stamford Plaza, Auckland                Group discount of 10% for 2nd participant from the
                                                       same organization. For limited time only by 27 June 2016
                                                       register 3 participants and the 4th participant will receive a
                                                       complimentary seat (one discount scheme applies).

Program        By 2020, customer service and experience will overtake price and product as the key brand
Essence:       differentiator based on the Customers 2020 Report by Accenture. Hence, customer success
               professionals need to effectively manage an integrated omnichannel customer service for a seamless
               customer experience to create high customer satisfaction and attain a strong competitive edge.

               Led by renowned thought leader Theo Papanikolaou, this comprehensive 2-day program will guide
               you on implementing a holistic system of customer service that exceeds customers’ expectations
               and minimizes customer churn rate. You will learn to deliver a consistent and positive customer
               experience by utilizing different customer service channels and catering to diverse customer
               needs and personas. Also, you will understand how to implement an organizational approach to
               omnichannel customer service by mapping the cultural and organizational change required for
               sustainable customer strategies.

               Besides integrating traditional and digital channels, you will also learn how to deliver a personalized
               customer service experience across multiple channels and act on customer feedback. To help
               you justify investments and win management support, you will explore various measurements to
               evaluate your customer service initiatives.

               Through case studies and interactive group discussions, Theo will stretch your thoughts constructively
               to help you develop strong organizational and teamwork capabilities to support omnichannel
               customer service for excellent customer experience.

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    Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Managing An Integrated Omnichannel Customer
Service For A Seamless Customer Experience
Program A: 25 - 26 July 2016, Stamford Plaza, Auckland

PROGRAM INTRODUCTION

70% of global consumers view customer service as the true test of how much a company values them, according to
the 2015 Aspect Consumer Experience Survey. Hence, excellent customer service is the key differentiating factor to
enhancing customer experience and building strong customer loyalty.

Yet, many businesses overlook the importance of a complete customer care system in the midst of adopting new
communication channels, based on The Cross Channel Customer Experience report from Genesys. Without a well-
managed integrated omnichannel customer service, customer success professionals deliver fragmented customer
experiences that hamper customer satisfaction and organizational growth in the long-term.

This two-day comprehensive program will show you how to manage an integrated omnichannel customer service to
deliver excellent customer experience and enhance their loyalty. Besides understanding diverse customer needs and
wants, you will also learn to utilize different avenues of customer service to maximize customer engagement and
deliver seamless customer experience.

Throughout the program, you will discover how to build organizational and teamwork capabilities to support
omnichannel customer service. Coupled with the integration of traditional and digital channels, you will learn to act
on customer feedback and deliver personalized customer experience across multiple channels. In addition, find out
how to measure customer service performance and align your metrics with business outcomes to gain management
support for your customer initiatives.

This executive education program is launched together with the Utilizing Customer Data and Analytics to Improve
Customer Insights, Engagement and Experience program as the next step in improving customer insights, engagement
and experience that benefits the overall business and enhances your organizational effectiveness and growth.

WHO WILL BENEFIT THE MOST

This program is designed for but not limited to C-Level Executives, Vice Presidents, General Managers, Directors and
Heads of Customer Experience, Customer Service, Customer Delivery, Customer Engagement, Customer Success,
Customer Relations, Customer Intelligence.

LEARNING OBJECTIVES
•   Discover various customer touchpoints and understand your customer needs and personas
•   Adopt the right omnichannel approach by segmenting your market to identify the right target audience and map-
    ping the organizational change required
•   Optimize your omnichannel support using technology and self-service capabilities
•   Enhance and personalize your customer service delivery through the incorporation of customer feedback and
    historical data
•   Cultivate an omnichannel culture across your organization by developing cross-functional customer service/
    experience teams and mastering omnichannel orchestration
•   Evaluate the success of your omnichannel initiatives using metrics that align with your business outcomes

                                                                                                              8
    Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
2016 Clariden Effective Customer Data Analytics, Omnichannel Customer Service and Experience Week

Managing An Integrated Omnichannel Customer
Service For A Seamless Customer Experience
Program A: 25 - 26 July 2016, Stamford Plaza, Auckland

PROGRAM OUTLINE
DAY ONE
Understanding Integrated Omnichannel Customer Service
• Recognize the importance of omnichannel customer service
• Define different avenues of customer service (in-store, live chat support, mobile, text, social media)
• Understand diverse customer needs and personas

Creating and Implementing Your Organizational Approach to Omnichannel Customer Service
• Define what effective omnichannel customer service looks like to the customer
• Discover your right target audience with market segmentation
• Map the cultural and organizational change required

Integrating Traditional and Digital Channels
• Use technology to optimize omnichannel support
• Build self-service capabilities for enhanced convenience
• Integrate community and social capabilities in the contact centers/ support centers

Analyzing and Acting on Customer Feedback
• Listen to the voice of the customer from multiple avenues
• Align customer processes to deliver a seamless experience across all interaction points along the customer journey
• Incorporate customer feedback into customer service strategies for continuous improvement

DAY TWO
Delivering a Perfect Personalized Customer Service Experience across Multiple Channels
• Blend customer historical data with personalized offerings
• Provide multiple avenues for interaction and let customers design their own customer experience
• Balance self-service capabilities with live support

Building Organizational and Teamwork Capabilities to Support Omnichannel Customer Service
• Create cross-functional customer service/experience teams to facilitate customer focus and improvement across the
    organization
• Master omni-channel orchestration to support the overall customer relationship strategy and deliver customer value
• Empower employees with a clear goal and sense of direction to make customer-centric decisions

Measuring Omnichannel Customer Service Performance & Customer Experience
• Define customer experience in measurable terms – a composite of different variables that impact the business.
• Measure the success of your multichannel customer service initiatives
• Tailor your metrics to align with business outcomes

Gaining Management Support for Omnichannel Customer Service Initiatives
• Evaluate service performance and justify investments
• Present customer service reports to senior management in a clear and convincing manner
• Outline future strategic approaches to omnichannel customer service

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      Contact Admissions Office at +61 3 9909 7310 | admissions@claridenglobal.com | www.claridenglobal.com
EFFECTIVECUSTOMERDATAANALYTICS,OMNICHANNEL
CUSTOMER SERVICE AND EXPERIENCE WEEK                                                                             C      L A R I D E N
                                                                                                                 Knowledge for the world business leaders
25 - 28 July 2016 | Stamford Plaza, Auckland

REGISTRATION PAGE
 PROGRAM FEES                                                                        4 WAYS TO REGISTER
                                 1st Early Bird 2nd Early Bird
                                      Fee Per        Fee Per                                    Email: admissions@claridenglobal.com
                                   Participant    Participant
                                  (If payments   (If payments    Regular Fee
          Program                                                                               Fax: +61 3 9909 7788
                                & registrations & registrations Per Participant
                                are received by are received by
                                 30 May 2016)    27 June 2016)
                                                                                                Call: +61 3 9909 7310
  Program A: Managing An
   Integrated Omnichannel                                                                       Website: www.claridenglobal.com
     Customer Service For         NZ$1,795         NZ$1,895              NZ$1,995
     A Seamless Customer
    Experience (25 - 26 July)                                                        PAYMENT METHODS
                                                                                    BY CHEQUE / BANK DRAFT :
    Program B: Utilizing                                                            Made payable to CLARIDEN GLOBAL INTERNATIONAL LIMITED and mail to: 3
     Customer Data and                                                              International Business Park, #04-29, Nordic European Centre, Singapore 609927
    Analytics To Improve
     Customer Insights,           NZ$1,795         NZ$1,895              NZ$1,995   BY TELEGRAPHIC TRANSFER TO:
 Engagement and Experience                                                          Bank name:         Standard Chartered Bank
        (27 - 28 July)                                                              Bank Code:         7144
                                                                                    Bank Branch Code:  001
                                                                                    Bank Address:      6 Battery Road, #01-01 Singapore 049909
                                                                                    Bank Account No:   0107775042
 GROUP DISCOUNTS                                                                    Bank Account Name: CLARIDEN GLOBAL INTERNATIONAL LIMITED
Group discount of 10% for 2nd participant from the same organization. For           SWIFT Code:        SCBLSG22
limited time only by 27 June 2016 register 3 participants and the 4th participant   Please note that all bank charges are to be borne by participants. Please ensure
will receive a complimentary seat (One discount scheme applies).                    CLARIDEN GLOBAL INTERNATIONAL LIMITED receives the full invoiced
                                                                                    amount.
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Stamford Plaza, Auckland                                                            services.
25 - 28 July 2016                                                                   Visit us at www.claridenglobal.com for upcoming events
22-26 Albert Street
Auckland 1010, New Zealand                                                           FOR OFFICIAL USE
Tel: +64 9-309 8888                                                                   FEE RECEIVED        REFERENCE L6195_L6194/DT/SL
Website: http://www.stamford.com.au/spak
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