Knowledge - Insights: Chair Reports

Case Studies, Inspiration and Top Tips for Change: What Happened in Hall 2?

At the beginning of the day, keynote speaker Professor Malcom McDonald (former Professor of Marketing, Cranfield University of Management) left us with one of those classic Peter Drucker quotes:” If you’re doing today what you did yesterday, you’ll be out of business tomorrow:’ At the end of the day, I left the 2017 Customer Engagement Summit confident that very few, if any, of us in the Customer Experience (CX) world are doing what we did yesterday!
Mike Harvard, a fellow Chair (Director, Ember Services) described a time of uncertainty, hype and myths; he hoped the day would give us greater clarity in terms of the direction in which the world is going and bust many of the myths that surround us; it sure did that!
Beyond myth busting and future-world ‘signposting’, we heard inspirational success stories, such as that from Metro Bank. The bank’s exponential growth rate impressed the audience; 51 stores (note, not branches) already and plans to have up to 100 by 2020; more than a million customer accounts … as did the story behind the numbers of revolutionising British banking culture. “Superior customer experience” are words that always get me excited, but sprinkle in tales (tails?) of dog bandanas and I was hooked.

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Chair Report – Customer Engagement Summit 2017 – Helen Wilson

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