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Posted by Nigel Fenwick on June 26, 2013
This week's Customer Experience Forum was far more than just an event for customer experience (CX) professionals. It was an event for any business leader who truly cares about customers. And this includes many CIOs.
As far as I'm concerned, the best CX presentation by a guest speaker was given this morning by a former CIO, Paul Heller. Paul is now Managing Director of the Retail Investor Group at Vanguard. While his session was energetic and full of humor, it also conveyed his message about the business of delighting clients very clearly. Paul suggests we all need to get in touch with the why, how and who of our business:
Getting the whole system of why, how and who to work together is what it takes to consistently delight customers. And with a Customer Experience Index score of 83, Vanguard appears to be doing just that.
Of course there was a whole lot more great content at the Forum, with great Forrester presentations too. So my recommendation is this, if you missed this week's forum, don't miss Forrester's Customer Experience Forum West in October, or the London CX event in November.
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