The results of the International Customer Experience Survey 2014 Governance Model to drive Customer Loyalty Alignment of Customer Touchpoints Keynote speech of 2014 CX Award winners NPS+ – the new way to detect subconscious CX drivers
State-of-Art Online Solutions Big Data and Personalization International Engagement Project to drive CX Internal end-to-end CX audit in practice 21st Century Call Centre for client retention Learning intervention driving measurable CX International Telekom Roundtable discussion International Banking Roundtable discussion The presentation of the winners of “Best CX Projects Award 2015”
Award Ceremony – „Best CX Projects Award 2015”
Best CX Project Award 2015
Showcase your organization’s projects to improve Customer Experience! The Best CX Project Award attracts organizations from Europe and Middle-East every year. You can apply for the Award if you have accomplished groundbreaking initiatives to improve Customer Experience in your organization in 2014. The Evaluation Committee is a team of international CEO’s, the Committee assesses applications and with the help of personal or telephone interviews selects the winner based on four criteria: innovation, measurable results, involvement of the organization and sustainability.
It is indisputable that customer experience is like an express train, which we either hop on really fast and become “the leader of CX”, or it will cruelly run us over. Those service firms will be successful who are able to uncover even the unconscious impulses and can dynamically influence consumers’ and customers’ emotions.
Based on discussions conducted with top managers responsible for this topic and numerous client projects executed we can state two things: the topic has become highly important for most of the service and retail companies, however despite this very fact there is still a great confusion in people’s minds regarding even the definition of customer experience.
Therefore, it would be useful to start off from the same platform. Let us begin by defining customer experience, which we have created during our professional projects. Our definition is the following: “Customer experience is the impressions formed in a customer at touch-points based on previous experiences that are equally affected by emotional and rational, as well as conscious and unconscious impulses.”