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Competing on the Customer Experience in an Omni-Channel World

LONDON, August 19, 2014 /PRNewswire/ --

For customer experience and customer service leaders from across all industries and sectors, competing in an omni-channel world is proving to be the hurdle that is the hardest to master. Yet when done well it is the most valuable tool for improving brand loyalty, trust and for retaining customers.

'Competing on the Customer Experience in an Omni-Channel World' is an in-depth whitepaper produced by Call Centre IQ for the Executive Customer Contact Exchange, which explores both the philosophical and practical strategies that businesses need to consider if they are to satisfy the "always on" customer. Businesses must consider not only how to meet customer demands, but how to consistently exceed expectations, and they must ensure they are in a position to do so at all times and across every channel.

Through three in-depth sections, this whitepaper reveals what to do-and what not to do-in today's omni-channel "age of the customer." After using a comparison between Chipotle and Subway to underscore what customer-centricity means in today's environment, it then discusses the 5 fundamental traits needed to succeed as a social customer care representative before revealing 5 dos and do nots of customer service in that burgeoning channel. The result is valuable insight into not only how to think about the customer experience in today's environment, but also how to execute the best strategy.

This exclusive research has been collated into a complimentary whitepaper 'Competing on the Customer Experience in an Omni-Channel World' which is free to download:

The issues raised in the whitepaper will be discussed in greater detail at the Executive Customer Contact Exchange, US (October 14-15, 2014; Miami). The event is an invitation only meeting for 60 Heads of Customer Experience and Customer Service to meet, network with, and benchmark against some of the biggest customer service players and brands.

The list of attendees reads like a who's who of the customer service world including; Barclaycard, COO; Sears Holdings, DVP, E-Commerce Customer Operations; Wells Fargo, EVP; Dunkin' Brands, Strategic Initiative Director, Office of the COO; AT&T, VP, Customer Services; Erie Insurance, VP Customer Care;    Neiman Marcus, VP Customer Care; Hilton, VP Social Media Planning & Integration Worldwide; Verizon, Director of Social Media & Digital Strategy;    City of Buffalo, Director of Citizen Services;, GM, Worldwide Customer Care & Technical Support;    DirecTV, Senior Director, Customer Satisfaction; and Walgreens, Director, Operational Excellence & Customer Care Operations to name a few.

Nicholas Turner, Research Director for the Customer Management Exchange Network comments: "Customer expectations have increased dramatically in a drastically short space of time leaving many companies struggling to cope with growing consumer demands. Rapid advancements in technology and the growing use of social media have also come hurtling into our lives and have changed the way in which consumers access information, making them more powerful than ever before. Companies are starting to realize that their customer contact can't just be good some of the time; it has to be consistently excellent across all channels. That's why the forums we host are tailored specifically for our strategic leaders and their needs. This has meant an unprecedented response for the October meeting already, and needless to say we're very excited for what the event has in store".

For more information or to request your invitation to attend the Executive Customer Contact Exchange (14 - 15 October 2014, US) visit, call +44 (0)207 368 9484 or email [email protected].

Media contact: Tania Silva-Jones, +44(0)20-7368-9733, [email protected] or visit

Press are invited to attend this important industry forum. If you would like a complimentary press pass please email Tania Silva-Jones at [email protected]


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