Summit Hall Chair Report

This year’s Engage Customer Summit, where I chaired Hall 3, featured a healthy mix of companies well known for great customer experience complemented by sincere and engaging presentations from those companies that don’t make the CX headlines or the award shows, but have an equally strong commitment to improving the lives of their customers and colleagues
The theme of the conference was the Human Face of Engagement. While technology also featured prominently, it was respectfully, intelligently and creatively blended with the role that humans play to show why people, customers and colleagues, still come first.
After some great plenary session presentations, we got off to a flying start and before we knew it were all going on a summer holiday with Caroline Wilson from Virgin Holidays. Caroline eloquently shared the importance of being up close and personal and making a difference at every point in the travel experience, from the first thoughts of a summer sojourn to the taxi ride home and everything in between. She made her point compellingly with a heart-warming story about a family’s special trip and how Virgin’s extra touches made it even more memorable.
The Voice of the Customer is heard loud and clear
Stella Creasey from Fidelity and Olivier Njamfa from Eptica looked at, and listened to, the Voice of the Customer from slightly different vantage points. They met conveniently and compatibly in the middle to demonstrate the value of closing the loop and ensuring that customers and colleagues are kept constantly informed, engaged and empowered and never wondering, “what did happen to that survey I
completed?”