CCO Forum
Manchester

February 2009


The 7th Chief Customer Officer Forum (CCO Forum) took place on 10th & 11th February at the Malmaison Hotel, Manchester.

Here’s some of the feedback from this event:

“A very open and refreshing session of people who share the same issues but tackle them differently”
“Really enjoyed the whole event”
“Enjoyed the debate throughout the session”
“Andy's session generated good thought”
“Really good session, covering broad range of issues”
“Great session”
“Forum culture seemed really open to share and learn”
“Networking, meeting people from other industries, open discussion”

The February forum’s main themes were:

  • The CEO slot with Andy Fairchild of Caring Homes
  • Creating and sustaining change
  • Speech analytics - what for?
  • De-mystifying wikis
  • New business models from Generation Y

Andy FairchildThe CEO slot from Andy Fairchild covered a lot of topics from raising money, the role of bankers, the difference in regulators’ approaches from finance to health to air travel, moving from a big company to medium sized without the big company bureaucracy nor the safety nets! There was a wide ranging debate which he fostered.

The main morning session covered basic and fancier practices in change and transition. There was a lot of discussion on losing people respectfully. Again a wide ranging debate, but a lot of deep and personal experiences of how to manage change properly. Not least, knowing it will be poor if you don’t resource it properly, don’t do communications properly and don’t refresh on last time’s lessons.

We then did 2 quick sessions either side of lunch. Firstly: a briefing on speech analytics Secondly: a briefing on wikis - which included a hands-on session to show just how simple they are.

We finished with an interesting discussion of what we could learn from examining differences in the way Generation Y works. Not least, understanding their motivations and how to use the talents they have.

The next Forum will be take place on June 2nd/3rd 2009 in London. 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.

 

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