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Free reports from around the industry courtesy of the CMO Exchange
IBM Insights from Global CMO Study - From Stretched to Strengthened
Bazaarvoice Conversation Index
Top Technology Trends for ...

Feedback tools - which one to use?
In such a fast paced market in which technology is constantly developing what feedback tools are recognised as leading the way?

New Customer Experience Management Interview with Martin Neat, Head of Customer Contact at National Grid.
Martin Neat, Head of Customer Contact at National Grid, joins Customer Management IQ to discuss Delivering the Best in Customer Contact: ...
Customer Experience Management for Utilities 2012 customerexperienceutilities.com
Customer Experience Management for Utilities 2012, 8th – 10th May 2012, London, UK Europe’s only senior Customer Experience summit for the utilities sector ,...

Is your Voice of the Customer afraid of the Big Bad Wolf? customerfeedbacknews.wordpress.com
Wednesday’s rather excellent Directors Forum (hosted by Steve Hurst of the Customer Engagement Network) focused on customer feedback and the Voice of the Customer, which pretty much guaranteed th...

Lessons in bonusing the Customer Experience measures beyondphilosophy.com
Sometimes things never change…. a number of years ago, when I was a Senior Executive responsible for Customer Experience at BT, I was presenting to my colleagues on our Customer satisfaction survey results.

Building Customer Service DNA – Free Tips from ‘the Customers’ Ultimate Advocate’
Curtis Hill, Vice-President of Technical Support for Customer Assurance at Cisco, joins the Executive Customer Contact Exchange to ...
Conferences - Events, Training Seminars for Business Leaders - IQPC... customercontactexchange.com

Customer experience is the "new black." How do YOU measure it?
Customer experience is the "new black." Everyone is jumping on the bandwagon. Many CCOs are complaining of a proliferation (or worse!) ...

If you could only use one metric to measure customer loyalty, which would you pick?
Undoubtedly NPS is like marmite, people either love it or hate it, but is it the best practice method when measuring customer loyalty? ...

FREE PODCAST - How giving the customer what they want drives results at RHP
David Done, Chief Executive and Sarah Thomas, Executive Director of Customer Services at Richmond Housing Partnership (RHP) join IQPC ...
Conferences - Events, Training Seminars for Business Leaders - IQPC... customercontactexchange.com

How to Create a Customer-Centric Organization pretiumsolutions.com
The goal of any professional sports team is always to win the ultimate prize. As many of us saw this past weekend, in American football, the ultimate prize is the Super Bowl. In European football, it’s the World Cup. In...

Tips from DHL on rolling out a Fully Integrated Contact Centre Solution
David Richards, Customer Service IT Director at DHL, discusses the implementation of a fully integrated contact centre solution across ...
Conferences - Events, Training Seminars for Business Leaders - IQPC... customercontactexchange.com
