The CX Blueprint
2015 Post Event Report
The Power Of Emotional Engagement
Understanding Customer Experience Leaders' Top 10 Investment Priorities for 2016 and BeyondAhead 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
The three 'E's of Customer ExperienceQaalfa 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.
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.
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!
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
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.
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.
Presentation: Stephen Ingledew Presentation
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.