Customer Experience Strategy
Khaled discusses Unilever’s experience in crisis management, with a particular focus on the Arab Spring crisis, and how effective customer management at this time can make the world of difference for loyal customers.
Innovation through CX requires a transformational change throughout the organisation. However, legacy systems, lack of time, money and buy-in can all make this process incredibly difficult. Karl de Bruijn, IT Director at Cath Kidston, took the audience through the importance of working closely with the IT departments to ensure that a competitive customer experience strategy can actually be put together, without the barriers and shackles of Legacy systems hold you back.