I am attending the CEM Asia which was kick started by Dr. Brendan French introducing speakers during the event. Andrew Sidwell of DBS improvement team talked about putting people first. The DBS journey started in 2010 changing the culture of 18000 people to focus on customer value. The journey is expected to be completed in 2020 that will put DBS in the forefront of customer centricity evolving from a product centric organization with the objective of being the Asian bank of choice for the new Asia. The keys of their improvement program are the Big 6, Process, Sponsor and Skill sets.
Michel Mucci presented an eBay case study on how to leverage Social Media to enhance customer experience. He highlighted the importance of moving from traditional to social customer experiences embracing 1 to many and as a company have a purpose why use social media. And to suceed with a social media strategy companies should consider people, process and technology.
Michael Van Woudenberg of Oracle talks about focusing on customer journey and life cycle to drive better customer experiences. The strategy on customer experience are influenced by the movement of consumers to mobile and social while at the same time wanting consistent experiences on various channels.
Dr. Brendan French presented a case study from last to best bank in Australia through customer surveys using CSI. He presented the importance of executive ownership, singularity, service recovery, re branding, leadership focus as the key factors in taking the Commonwealth Bank of Australia to be the best bank in Australia in its 101st year of existence.
Categorizing customers is the key for Dubai airport on embarking on a customer centric transformation. Having no ownership of its customers have the challenge to have a common denominator and not individual brands.
Louise Long talked about delivering consistency across multiple channels. Their Cx program is driven all the way from the CEO. Brand management is all about what it does not what it says, the brand is defined by the customer experience. The experience is all about architecture and design.
Michel Mucci presented an eBay case study on how to leverage Social Media to enhance customer experience. He highlighted the importance of moving from traditional to social customer experiences embracing 1 to many and as a company have a purpose why use social media. And to suceed with a social media strategy companies should consider people, process and technology.
Michael Van Woudenberg of Oracle talks about focusing on customer journey and life cycle to drive better customer experiences. The strategy on customer experience are influenced by the movement of consumers to mobile and social while at the same time wanting consistent experiences on various channels.
Dr. Brendan French presented a case study from last to best bank in Australia through customer surveys using CSI. He presented the importance of executive ownership, singularity, service recovery, re branding, leadership focus as the key factors in taking the Commonwealth Bank of Australia to be the best bank in Australia in its 101st year of existence.
Categorizing customers is the key for Dubai airport on embarking on a customer centric transformation. Having no ownership of its customers have the challenge to have a common denominator and not individual brands.
Louise Long talked about delivering consistency across multiple channels. Their Cx program is driven all the way from the CEO. Brand management is all about what it does not what it says, the brand is defined by the customer experience. The experience is all about architecture and design.
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