Video

Andreas Schlegel, Global Director Network Development, Volvo

Andreas shares examples about integrating a customer culture into Volvo’s showrooms, together with the importance he places in the difference this can make between a standard customer journey and a memorable ‘wow’ one. 

Khaled Akl, VP Customer Development Global Route to Market, Unilever

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. 

Karl De Bruijn, IT Director, Cath Kidston

Karl talks the audience through delivering a fantastic customer experience in a legacy environment, with specifics on convincing the IT department of the benefits of investing. 

Andy Brown, Central operations Director, Argos

Having recently changed the face of a much loved brand to be more digital-friendly, Andy talks through the importance of digital and it’s place on the high street. He also talks about the important of engaging his employees for effective results. 

Creating a Customer Experience Strategy in a Legacy Environment

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.

Implementing Multichannel Customer Initiatives in your Organisation to Maximise your In‐Store Experience

Every customer wants a consistent experience that is unique to them, regardless of which channel they choose to use. Combining the instore and online experience can be tricky, but through implementing the correct technology in your stores, you have the opportunity to truly understand how customers make purchasing decisions, and use this to drive customer initiatives, such as click and collect technology
Keith Nesbitt, COO of TM Lewin, takes you through some of the practical approaches TM Lewin have taken to combine a multichannel approach with the overall instore experience.

How to Deliver the Most Personalised Level of Customer Experience Possible

Every customer wants an experience unique to them when they interact with their retailer. Despite retailers striving to deliver this, few companies are able to gain sufficient detail and insight from their customers to make this achievable. As eCommerce transforms the way we shop and technology reduces the time required to get new products in front of customers, the future belongs to those retailers who use this to their advantage and tailor each user experience as much as the customer wants. Providing a wealth of experience from a number of world renowned brands, Mark Dunhill, CEO of Whittard discusses the key elements that lead to a truly world class customer experience, together with how to effectively implement them at a time where technology is moving at a breathtaking speed.

Cathy Reid, Head of Customer Experience, Anne Summers

Cathy talks about strategies of connecting the dots between the online and in-store world, as well as combining the two to create a fantastic shopping experience. 

Paul Sands, Director of Customer Experience, Bang & Olufsen

Emotional engagement is now the buzz of the customer facing industry, and Paul discusses some of the challenges and opportunities that are presented when investing in tools to enhance the overall engagement of the customer. 

What is Customer Experience?

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organisations 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.