Customer Experience Exchange Resource Library

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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.

• CMO or CCO? Realigning and re-educating your organisation to deliver more value to the customer
  In this exclusive interview Isabelle Conner, Global Chief Marketing Officer for Zurich discusses how in order to successfully run a marketing department you must look at it from a customer experience point of view
• Interview with David Perotta, Group Managing Executive - Cultural and Customer Experience Transformation for Vodacom
  David speaks around a range of topics from understanding the role customer experience plays, the impact social media is having and the changing shape of customer experience
• CEM tops the poll as the greatest challenge for customer management professionals
  To better understand where the customer management market is headed, IQPC Exchange examined the top 3 challenges facing Chief Customer Officers, VP’s and Directors of Customer Experience. Having asked our global community about their concerns and priorities for the coming year, CEM has topped the poll as the greatest challenge for customer management professionals.
• How customer service & experience executives choose suppliers in 2012
  Every organization selects their solution providers based upon different criteria, but in 2012 what trends are we seeing? Through our network of 20,000+ strategic customer management senior decision makers, we have surveyed global and regional heads from leading global brands to find out