Customer Experience Management Solutions and Consultants

This meeting's theme was about how you can deliver consistent and effective customer experiences across all touch points and processes. 

The case studies in this forum meeting discussed best practices and worst experiences about how organisations had bridged the gaps between organisational silos to get the whole organization to deliver seamless effective and profitable experiences

Ensure that you are registered and logged in to read the key lessons from each session.

The world of customer management technology is moving fast.  Things that a couple of years ago were impossible or prohibitively expensive are now feasible both technically and economically.  But how do you cut through the vendor hype yet stay ahead of the game?  Who's had experience using which of the technologies that support customer operations?  Which ones customer management technologies are living up to the promise and which aren't?  What lessons have been learned as people have tried to implement these technologies and deliver the benefits that the vendors promised.

The case studies in this forum meeting discussed customer facing technologies that are delivering the most value and how practitioners maximise the value they provide.

Ensure that you are registered and logged in to read the key lessons from each session.

As Executives responsible for managing and improving customer operations, how can you develop a business case to provide the justification for investing in improved service? 

What evidence is there that improving customer satisfaction translates to better business performance?  How can you convince your CEO or CFO to make the investments in customer service improvements that you intuitively know will deliver value?

The case studies in this meeting described practical approaches used by members and guest practitioners to build the case for improving customer service.