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Top Content

How Commonwealth Bank is Measuring and Improving Customer Engagement
In this exclusive interview with Customer Management IQ, Dr. Brendan French, the General Manager for Customer Relations at the Commonwealth Bank Group, talks about how they are measuring customer engagement and expectations and what they are doing to improve this and turn customers into advocates for their brand.

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Top Resources

• Why Upskilling Staff and Knowledge Management will be the Future of Contact Centres
  As customers see social media and online channels as their first point of call to engage with companies, we can expect more interactive FAQs and online videos that help us solve their problems. But what effect will this have on our contact centres?
  
  Andrew Pearce, General Manager for Customer Contact Centres at National Australia Bank (NAB) believes that as online channels become a place where customer can help themselves, contact centres must too evolve. Management teams need to upskill and empower their contact centre staff to ensure that they not only have relevant and necessary information for first call resolution at the fingertips, but also possess the ability to engage in higher level conversations with customers.
• CRM in the Age of Social Media
  The company call centre was once the primary (and a private) port of call for irate or frustrated customers. Now, many are turning to social media, airing their complaints on Twitter or Facebook for the world to see. Robert Allman, of Dimension Data Australia, looks at how to build a competent CRM architecture in this age of social media, and public complaint.
• Top 12 Online Resources for Customer Experience Professionals
  The changing landscape for the industry means we must be ahead of trends and changes to continuously provide exceptional customer experience, so Customer Management IQ has produced this document where we highlight the top 12 customer experience resources. These are blogs and content portals that customer experience professionals will find valuable – they all contain content which give interesting insights and generate thought-provoking conversations.

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Interviews

• Interview with the Editor of the Customers Rock Blog and Author of ‘The Hidden Power of your Customers’
  In this interview with Becky Carroll, Editor of the Customers Rock Blog and Author of ‘The Hidden Power of your Customers’, shares her opinions about how can companies can better integrate their digital and online channels with their offline customer management and how the landscape of customer experience will evolve over the next few years. She also shares some best practice examples from Dominos USA.
• Nokia on Creating a Successful Customer Experience Ecosystem
  As todays’ customers increasingly turn online to get in touch with companies and brands, customer management departments are seeing a shift in customer relationships. Not only do companies need to be on top of digital trends, but now must capture customer feedback and engage with customers online. In this exclusive interview for his presentation at the 5th Customer Experience Management event, Dirk Hofmann, Director for Consumer Data and Interaction at Nokia (Finland), he talks about how their organisation is widening their customer experience ecosystem to include online and digital channels
  To read the transcript for this interview, please click here.
• Director on Delivering Customer Service at Customer Touchpoints
  In this interview with Brett Whitford, Executive Director at Customer Service Institute of Australia (CSIA), he talks about how companies can differentiate themselves from competitors, ensure service delivery consistency across all various touchpoints and best practice to training customer experience staff?
  To read the transcript for this interview, please click here.
• How American Express’ Customer Experience Goes The Extra Mile
  In this Q&A with Russell Nickson, World Service SVP JAPA, American Express, he talks about American Express’ USP when it comes to customer service and engagement and how they ensure a consistent standard globally.

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Additional Content

• Stepping Up Customer Loyalty Stepping Up Customer Loyalty In A Mobile, Social World
  There’s no doubt that more companies are looking at how they can improve their mobile customer experience and what can be done to engage customers on the go. In the backdrop of this is of course, the social nature of the web. So the key question on everyone’s lips will be: how can customer experience departments navigate the new landscape as we becoming increasingly mobile and increasingly social?
• 4 Building Blocks of a Successful Customer Experience
  The time for ignoring universal customer experience objectives has long passed. Yes, all companies will deal with customer issues specific to their industries and product groups, but when it comes to the overall experience, these customers are not going to significantly-taper their expectations based on a history of shortcomings in your industry. From Customer Management IQ, here are the four building blocks of a successful Customer Experience.
• Nine Quick Steps for Fixing Your Customer Experience
  A simple myth enables thousands of consultants and corporations to drive billions in revenue: aggressive change is needed to overhaul the customer experience. But the truth is, there are simple steps all organisations can take to improve their customer experience – here Customer Management IQ shares 9 quick steps
• What’s Getting in the Way Of Your Customer Experience
  Here’s a reality that speaks volumes about the success of customer-centric initiatives: though 80 percent of executives identify customer experience as a top priority, many believe their actual experience is somewhat mediocre. In this article, Customer Management shares the top obstacles to successful customer experience.
• Post Show Report from Customer Experience Management 2011
  In this post-show report for the 4th Annual Customer Experience Management 2011, it shows a profile of all the past delegates, their testimonials, sponsors, top speakers and the key lessons attendees took from the industry event.
• 4th Customer Experience Management 2011 Survey Results
  In last year’s Customer Experience Management event, Customer Management IQ asked various customer experience and engagement professionals on their opinions on key issues and challenges surrounding their profession. These were the findings.

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Sponsor Content

• Customer Insights Aren’t Always This Obvious
  In this short case study from Stellar BPO, it gives an overview of one of their clients who wanted to improve their understanding of customers. Together, they developed a predictive model of customer behavior to create a superior customer experience – all whilst saving over $300,000 per annum.
• Mothercare Uses Knowledge Management To Unify Customer Experience Across Touchpoints
  In this case study from Forrester, it goes through how Mothercare – who has a solid reputation for their in-store services – were able to upgrade their retail experience to an online context and what success, ROI and efficiencies they’ve gained along the way.

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