CCO Forum
Slough

June 2010


The 11th Chief Customer Officer Forum (CCO Forum) took place 2nd & 3rd June in Slough with dinner at Stoke Park and LeasePlan UK hosting the forum day.

Here’s some of the member feedback at productive, sharing event:

“Sharing of live practice has been excellent”
“Morning session was good with breakouts”
“Excellent to get insight from the LimeBridge guys on best practice”
“I found it invaluable with perfect material for my role. A great group who were all very welcoming”

The June Forum’s main themes were:

  • Best in the world…how other countries and cultures are developing their abilities to deal with customers
  • The profession of customer experience
  • Can you prove the commercial implications of NPS scores

In the first morning session, LimeBridge colleagues from Australia, Sweden, India, Germany and the USA shared insights on the latest customer service developments and trends in their country.

Some highlights …

Agents working from home:

  • Growing in Sweden due to technology advances and security
  • Increasing trend in the USA due to difficulties in securing budgets for contact centre investments. Now 12 - 15% of US agents working at home. Sub-industry is developing with remote hiring and training.
  • Just getting serious about home working in Australia

Offshore and onshore:

  • US players who lead in customer service are moving back on shore or near shore (Central America or Caribbean) - high value customer issues.
  • In the Indian domestic market, everyone is outsourcing their contact centre operation with a trend to locate outside the big cities. Back office services locating to villages where small centres of 20-30 people are networked in
  • Majority of contact centres in Germany are located in Nordrhein Westphalia. Near shoring, as result of unification, with contact centres close to the borders with the Czech Republic and Poland. Offshoring in Istanbul and South Africa
  • Sweden moving contact centres back from the Baltics - sometimes into the centre of Stockholm. The key driver is not cost but ‘getting the right people’

Innovation:

  • i-phones opportunity, among other things, driving fantastic innovation in India
  • Social media is the hot topic in Germany; crowdsourcing and recruiting for virtual agents on the Internet
  • Growth in implementation of social media analysis software in the USA leading to intelligent outbound contact with customer initiated ‘click to call’

The main morning session was a high value session with four breakout groups identifying the key components and functions of Customer Experience Management - revealing different approaches to common themes around the importance of understanding the customer promise and developing the organisational ability to communicate and deliver it.

The afternoon session focused on sharing live practice examples and experience of CE frameworks and NPS in Germany and the UK.

The next forum will take place on 3rd and 4th November 2010 - once again in Slough. Take a look at what being a member means or get in touch if you’d like to discuss what it means to be a Chief Customer Officer.

 

LimeBridge