Customer Culture & Centricity

Rise of the voice of the employee

Confirmit's Claire Sporton talks about the rising emergence of the voice of the employee, and how this, combined with the voice of the customer, can ensure a more holistic view of the customer. 

Gary Hurry, Director of Marketing, ABN AMRO

Gary discusses the difficulties faced with creating a culture change across the organisation, together with a number of helpful hints and tips for working with your board to influence customer strategy. 

Stephen Ingledew, Managing Director, Customers Marketing, Standard Life

Nailing the company culture is tough, and Stephen talks about Standard Life’s journey, together with some common pitfalls to avoid on the subject. 
What is Customer Experience?

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organizations' ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.