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The CX Blueprint

Absolutely all industries are being affected by the digital evolution, with increasingly blurred lines between digital and physical experiences and the 24/7 culture of today’s generation. Whether your business is built on traditional, challenger or disrupter thinking, the digital world is creating daily challenges for Heads of CX but also creating new opportunities. 

So how do you ensure your CX strategy capitalises on the digital world? You could benchmark your strategy against CX leaders from across the retail, telecoms, financial services and travel & hospitality sectors, including Metro Bank, Accor, Deutsche Telekom, Shop Direct, Otto Group, Three, Nordic Choice Hotels and Atom Bank, who share their journey to creating a CX blueprint for their business that results in revenue, loyalty and engagement. 

2015 Post Event Report

In November 2015, the Customer Experience Exchange Europe connected 70 Senior VP’s and Directors of Customer Experience with a selection of the industry’s leading solution providers and analysts to find solutions to these very challenges.

This report outlines the central themes that arose from discussing the challenges keeping customer experience executives awake at night, and the industry trends driving high levels of investment we’re seeing across the broad technology and service provider landscape.

The Power Of Emotional Engagement

Customer Experiences still vary greatly, both between and within businesses. Customers are still treated in a transactional way, instead of a process that actually has a lot more emotional complexity to it.

Loyal customers are the key to success, and organisations are understanding more and more that the way to build loyalty is to generate an emotional and personalised experience for their customer base to ensure they truly feel valued. This can be tough, and with board buy-in tougher than ever before, it can be hard to justify spend and time on such initiatives.

However, crack it now and you’ll have a competitive edge that will propel your business to success.

A must read!

Understanding Customer Experience Leaders' Top 10 Investment Priorities for 2016 and Beyond

Ahead of the 2015 Customer Experience Exchange, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience business challenges and which tools and solutions they plan to invest in over the next 6 - 12 months to safeguard the future of their organisations, and to ensure their customer experience initiatives are resulting in increased customer acquisition, loyalty and profit.

INVESTMENT REPORT 2017: Customer Experience Solutions & Services

Forget everything you know about customer experience strategy; in this research based report Europe’s top CX executives share the challenges and biggest investment priorities shaping their 2017 strategies in this definitive guide into CX budget assignment.

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The three 'E's of Customer Experience

Qaalfa Dibeehi, Forrester's Vice President, Customer Experience talks about the three ‘E’s of customer experience, together with the latest Forrester trends from across Europe.

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Building Emotional Engagement

One of the key themes that have emerged this year in the customer experience world is the idea of building a level of emotional engagement with your customers.

One global brand synonymous with building these connections is Coca Cola. Guido Rosales, Europe Group Integrated Marketing Director, explains how a core ethos of promoting positive human values underpins a lot of the Coca Cola strategy, and how this can ultimately linked to driving revenue throughout the business. Guido talks about the importance of a number of different aspects, including building brand love and value through relevant content.

Ultimately, Guido emphasized the importance of being brave – all companies are continuously learning and this ethos needs to be integrated throughout the organization.

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Brand Vista Case Study: Ladies Day at Aintree

From fading glory back to the winner’s enclosure with a realigned customer experience...a must read case study on customer experience alignment!

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Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels

Theresa Mattisson, Head of Ecommerce, Nordic Choice Hotels digs deep into the ecommerce side of the Hospitality industry, discussing how to deliver a great experience digitally for customers whilst personalizing the journey leading to loyalty and satisfaction.

Gerhard Fourie, General Manager Global Brand Strategy, Nissan

Gerhard discusses the importance of brand positioning for the consumer, as well as the value sponsorships play in spreading the message of your brand.

Marko Hein, Senior Director, Digital Solutions, LEGO

In this exclusive interview Marko Hein, Senior Director, Digital Solutions talks about how LEGO deliver a fantastic experience for its consumers in the online world, reflecting the brand values of the well loved organisation through digital means.

Seth Ellison, President Europe, Levi’s

Board buy in for customer strategies can be tricky, and as President of Europe at Levis, Seth talks about exactly what he looks for when individuals in his team are looking for investment into their CX strategies.

Mariana Machado, Customer Behaviour Director, Accor Hotels

Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each customer.

Jorge Mascarenhas, Head of O2, Telefonica

Jorge talks to the Exchange about the impact that Gurus have on O2’s customer strategy. Jorge also shares the impact of propositions like these and how do to create a business case around something experiential such as the Guru strategy. 

Andreas Schlegel, Global Director Network Development, Volvo

Andreas shares examples of how Volvo integrated a customer culture into their showrooms, together with the importance he places on the difference this can make between a standard customer journey and a memorable ‘wow’ one. 

Andy Brown, Central operations Director, Argos

Having recently changed the face of a much loved brand to be more digital-friendly, Andy talks through the importance of digital and it’s place on the high street. He also talks about the importance of engaging his employees for effective results. 

Cathy Reid, Head of Customer Experience, Anne Summers

Cathy talks about strategies of connecting the dots between the online and in-store world, as well as combining the two to create a fantastic shopping experience.

Paul Sands, Director of Customer Experience, Bang & Olufsen

Emotional engagement is now the buzz of the customer facing industry, and Paul discusses some of the challenges and opportunities that are presented when investing in tools to enhance the overall engagement of the customer. 

Interview: Nick Mercer, Commercial Director, Eurosta

Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer results.

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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?

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.

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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.