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May 2015 | Vol. 8 Issue 2
Creating An Exceptional Customer Experience

Customer Experience: "The Crucial Differentiator"

By Carlos Paniagua
Director, Relationship Care® Partnerships
American Express

Service remains a major reason why customers choose American Express today. Yet this is an unprecedented time, and service has never been more important than now. A particular challenge is presented by the competitive landscape. As they are a part of a service-led cultural transformation, today’s companies should be looking to achieve scores that put them among the top service providers in the world, not just those within their industry.

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Top Ten Trends at the 11th Annual Customer Contact 2015, East: A Frost & Sullivan Executive MindXchange

By Brooke Thorpe
Event Producer

Frost & Sullivan

Here are the top takeaways and dynamic customer-centric strategies discussed at Customer Contact 2015 East. If you didn’t attend this exciting event (and even if you did) you’ll want to review and leverage these wide-ranging and inspiring ideas and trends in your own organization or use them as guidelines to develop your own action plan as you move forward.

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How I Define Customer Experience

By Olivier Arnoux
Senior Vice President, Customer Experience
and Satisfaction
Accor

There are many articles, blogs and books on “Customer Experience” (CX), more and more job offers, larger and larger conferences and self-declared gurus on the topic... But finally, “what is Customer Experience?” For me, “CX” is about creating value and being able to answer one simple question: what is possible to do, that our clients need, that we can do profitably, better than our competitors, with whom we can cooperate?”

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So Why Does Customer Service Stink?

By Brendan Read
Industry Analyst

Frost & Sullivan

Frost & Sullivan’s Industry Analyst, Brendan Read, blogs about the numerous reports of companies delivering a terrible customer experience and presents several theories on why this might be true. Ever-rising expectations, corporate skepticism, market convergence and maximizing profits are among the probable causes he notes.

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Leadership, Customer Service and the Bottom Line –
Is There a Link?

By Derek Williams
Author and Creator of The WOW Awards
The WOW! Group

Is there a link between leadership, customer service and business success? Absolutely! Research by the Strategic Planning Institute found that businesses which gave good service grew twice as fast as those with poor service. And, in all my years of researching customer service, I’ve yet to find a business with weak leadership giving great service.

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Reach for the Summit: Achieving Your Personal, Team, and Leadership Goals

In this exciting preview from Frost & Sullivan’s upcoming Executive MindXchange Chronicles: Customer Contact 2015, East, Opening Keynote Speaker Scott Kress, President, Summit Team Building, shares inspiring thoughts and ideas for achieving team goals at every level. Key recommendations include building a strong team foundation to help weather inevitable project missteps, cultivating a positive “circle of influence” and taking ownership of both good and bad results. Just a sample of the insights and ideas you will find in the Chronicles!

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Participants enjoying events and activities at
11th Annual
Customer Contact 2015, East: A Frost & Sullivan Executive MindXchange

held in Ponte Vedra Beach, Florida

Customer Contact 2015 Europe: Webinar Recap

By Lindsey Walker
Integrated Marketing Solutions Coordinator
Frost & Sullivan

On March 18, 2015, Frost & Sullivan’s Michael DeSalles, Principal Analyst, Customer Contact, led an engaging panel discussion titled: Next Generation Customer Care: 10 Strategies in 20 Minutes. Michael was joined by Derek Williams, Chief Executive Officer of the WOW! Awards, and Dr. Phil Klaus, a leading customer experience expert and keynote speaker. Both presenters delivered insights on how to truly focus on the customer experience.

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In This Issue

Survey Says: Don't Miss Our Next Customer Contact Events

9th Annual
Customer Contact 2015, Europe:
A Frost & Sullivan Executive MindXchange
8-10 June 2015,
Scandic Copehagen
Copenhagen, Denmark


11th Annual
Customer Contact 2015, West:
A Frost & Sullivan Executive MindXchange
October 18—21, 2015
Loews Coronado Bay Resort & Spa
San Diego, CA

>>Learn more


                 

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