CEM Strategy

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If you’re interested in Customer Experience Strategy, then check out the panel discussion on ‘ Understanding the role of the CCO: Unifying and aligning the business’ 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.

Industry Report

• 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.

Videos

• 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

Article

• What keeps a CMO awake at night

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?

• Building the business case

In this interview Curtis Bingham, CCO Council, discusses 'Building the business case for customer experience' using customer insight and data to appeal to the executive board by demonstrating one of three factors; increasing revenue, decreasing cost or mitigating risk