Customer Culture & Centricity

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If you’re interested in Customer Culture & Centricity, then check out JetBlue’s ‘Taking customer centricity to cloud nine’ presentation at the 2012 Customer Experience Exchange. Download the agenda for more information or request an invitation if you’d like to be considered for a place.


What is Customer Experience videoWhat 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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  • 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

  • Evolving into the age of the Customer

    • Evolving into the age of the Customer: Jonathan Browne, Senior Research Analyst - Online Customer Experience for Forrester Research discusses how times are changing and we are 'evolving into the age of the customer', with 86% of organisations in North America and Europe identifying customer experience as a top strategy

  • The challenges of customer centricity

    • Mike Ashton, Managing Director of ABCG Training & Consulting talks about the challenges of customer centricity, through the unecessary use of 'jargon' and the underlying need of all employees tuning into the customer to deliver on brand promise and meet customer expectations

  • Back to the drawing board?

    • In this interview Rod Butcher Group Head of Customer Insight and experience for Aviva shares his thoughts on developing a customer centric culture by going back to basics, fixing the problems and dealing with the problem one step at a time

  • A recipe for success?

    • Stefan Osthaus, VP Worldwide Support and Customer Experience at Symantec explains how the ingredients of a successful CEM programme is obtaining buy-in from the executives, business units alongside the infrastructure and tools needed to glean customer insights

  • Eliminating limiting beliefs

    • Sahar Hashemi, Founder of Coffee Republic talks about innovation, entrepreneurship and the importance of walking in your customers’ shoes

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  • Chief Customer Officer (CCO) Survival Guide

    The CCO role is a lonely place. There are fewer than 400 people in the world with this title, and the average tenure is a mere 26 months. Yet the impact CCOs can have on a company’s bottom line can be profound. They CCO Survival Guide provides you with insights into the following three key elements of corporate survival:

    • Driving profitable customer behaviour (e.g., customer loyalty, customer experience, retention programmes, innovation, etc.)
    • Creating a customer-centric culture (e.g., corporate commitment, performance metrics, incentives, hiring practices, etc.)
    • Demonstrating your value (e.g., contribution to revenue, cost savings, further defining the CCO role, metrics, KPIs, compensation, etc.)

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The role of a CMO is complex, challenging and often surprisingly political. So what issues keep a CMO awake at night, and more importantly, what can CMOs do to be spared those restless nights?

This article was prepared following discussions at the 2011 CMO Exchange - part of the Customer Management Exchange portfolio - and is a sneak preview into what you can expect in the first edition of the CM Exchange Review in January 2012. Thank you to yourMAG UK for their support in producing this article. www.yourmag.biz