Online & Social Customer Management

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If you’re interested in Online & Social Customer Management, then check out Microsoft’s ‘How to spark an authentic use of social media both internally and externally’ 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?
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.

Video

• 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

Podcast

• Moira Dorsey, Vice President, Research Director at Forrester shares key insights into her research of online customer experience.

Moira's research focuses on Channel Design Strategies, Cross-Channel Design Strategies, Customer Experience, Design & Usability Processes, Multichannel Customer Experience, Personas, Phone Self-Service and Web Site Design.