Interviews with Industry Leaders

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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.

Videos

• 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

• Customer Experience in the Spotlight: The last 3 years were fascinating - the next 3 will be even harder

Ingrid Lindberg, Chief Experience Officer, CIGNA - Quadruple award winner in 2011, joins IQPC Exchange in a quick-fire round to discuss how her business has evolved over the past year, the biggest investment and the greatest challenge moving into 2012.
If you prefer reading the transcript of this podcast interview, please just download the transcript here.

• Customer Experience in the Spotlight: How to Engage with Customers in their Bedrooms, Bathrooms and over Meals!

Ica van Eeden, Chief Customer Officer at Sun International, joins IQPC Exchange to discuss changes in the hospitality industry and how this has impacted customer service strategy.
If you prefer reading the transcript of this podcast interview, please just download the transcript here.