New this week:
Dealing with public utilities can often be a minefield of bureaucracy and poor customer service. We rely on these monopolistic providers to make our everyday lives function, and so can often feel powerless to demand better service; unsurprisingly given this dynamic, utilities have traditionally rated poorly on cross-sectoral measures of customer service satisfaction. Here Shep Hyken – CX expert, blogger, and New York Times bestselling author – uses an example of an ongoing customer relationship with a water company to demonstrate how empowering staff and embedding a culture of proactive assistance are the keys to transforming customer problems into brand- and CX-enhancers. Read More
As we hear increasing amounts about innovation as a driver of differentiation and competitive advantage, CX expert and blogger Annette Franz considers how customer-centric companies can embed innovation alongside the customer as a key pillar of the company culture. Read More
Much is made of digital transformation, as a tool to drive customer convenience, loyalty, and reduce costs; but where do you start, and does everything have to be digital? Here Peter Fisher, CX expert, suggests anchoring your digitisation strategy to three core concepts – digital as game changer, digital as channel extension, and digital as facilitator – emphasising an intelligent approach that applies digital transformation only where it is additive and in the long-term interests of customer and company alike. Read More
At the 3rd annual 20:20 CX Summit, Andrew Clayton, Global Brand & CX Director at Bupa, examined the cornerstones of loyalty in the highly-emotive context of healthcare and insurance provision. Offering key learnings from Bupa’s ongoing journey towards customer-centricity, Andrew argues for a process of transformation that keeps going to embed the customer at the heart of your business.Video
At the 3rd annual 20:20 CX Summit, Matt Hammerstein – Head of Customer & Client Experience at Barclays – presents a case-study of how Barclays have positioned themselves to meet the ever-higher demands of customers, who increasingly expect banks to deliver experiences as rewarding and compelling as those in retail or hospitality.Video
At the 3rd annual 20:20 CX Summit, Richard Taylor, Retail Operations Director at rapidly-expanding logistics firm Doddle, discusses how the company have emphasised customer value to shake up their market. Richard argues that the bedrocks of customer value are a well-embedded culture of customer-centricity; a proper understanding (and anticipation) of customers’ needs; and a highly-responsive CRM function.Video
At the 3rd Annual 20:20 CX Summit, InMoment presented a case study of their client work with one of UK retail’s biggest success stories of the last twenty years: New Look. James Bolle, Head of Client Services, EMEA at InMoment and Chloe Sheriff, Customer Experience Manager at New Look, outlined a journey towards customer-centricity that has incorporated omnichannel operations alongside an emphasis on culture, inc. 5 key pillars by which front-line staff now work.Video
At the 3rd Annual 20:20 CX Summit, we brought together CX innvators from a range of industries to examine issues around customer loyalty, including the role of CRM and customer insight; the contribution of staff; and how to embed agility into your loyalty function.
Panellists were: Andrew Clayton, Global Brand & Customer Experience Director, Bupa; Richard Taylor, Retail Operations Director, Doddle; Matt Hammerstein, Head of Customer & Client Experience, Barclays; James Bolle, Head of Client Services, EMEA, InMoment; and Chloe Sheriff, Customer Experience Manager, New Look.Video
At the 3rd Annual 20:20 CX Summit, Jamie Brighton, EMEA Product Marketing Manager at Adobe caught up with Marcio Rodrigues, Board Ambassador for the Customer Experience Professionals Association. Jamie discussed the company’s key concept of the ‘experience business’, the role of big data in the mix, and his top tips for embedding customer-centricity.Video
In this thought-provoking article, Michael Lowenstein – Principal at CX specialists Beyond Philosophy – interrogates the fundamental principle underpinning all customer experience programmes – namely that better service leads to more (loyal) customers and consequently higher profits. Increasingly this principle has also been extended to make the case that more engaged employees will lead to more loyal customers in the longer term. Tweet us your thoughts @2020_CX.Read More
The Advisory Board
The 20:20 Advisory Board
These leading minds in customer experience are helping us make the next 20:20 Customer Experience Summit more relevant and more insightful than ever before. Regular catch ups and dinners with our Advisory Board help us at Marketforce keep our finger on the pulse of customer experience.