CEM Strategy

Presentation: Stephen Ingledew Presentation

If your customer experience strategy is going to make the impact on your business its capable of, everyone needs to be engaged with your strategy, from the CEO through the workforce. With the difficulty of placing a monetary value on the level of customer experience provided, many senior decision makers are left asking – Where’s the ROI? Through hearing what has and hasn’t worked for Standard Life, this presentation will let you take away practical insights from this session into integrating your strategy throughout your business, and making sure you can create teams that aren’t segregated in their approach to customers

Fabrice Andre, Senior Vice President, Operations, Orange

Fabrice’s talks about Orange’s ambition to become the leading telecoms operator in the customer field in every geography they operate. A challenging task, however the strategies in place are very compelling. 

Karl De Bruijn, IT Director, Cath Kidston

Karl talks the audience through delivering a fantastic customer experience in a legacy environment, with specific focus on convincing the IT department of the benefits of investing.