Mark Kerr: “When it comes to customer relationships, be more creative”

A pre-event interview with BNP Paribas Real Estate's Head of Experience 

On November 28, Head of Experience at BNP Paribas Real Estate Mark Kerr will take the stage at our Customer Engagement Summit. Mark will take part in an exclusive fireside chat, revealing how he is redefining customer experience at BNP Paribas Real Estate. To get a sneak peek of what he will discuss, we reached out for a pre-event interview.

PLEASE INTRODUCE YOURSELF AND YOUR ROLE.

My name is Mark Kerr, and I am Head of Experience at BNP Paribas Real Estate for one of the businesses key clients. I look after a real estate investment client who has an enviable European real estate portfolio. In partnership we are determined to change how we deliver real estate products and services B2B and B2C. We are creating value like tenants have never seen before, investment in your office is an investment in your people, the communities around you and the environment. It’s my dream job!

WE ARE DELIGHTED TO HAVE YOU SPEAKING AT OUR UPCOMING CUSTOMER ENGAGEMENT SUMMIT THIS MONTH. CAN YOU GIVE US A SNEAK PEEK OF WHAT YOU WILL BE TALKING ABOUT?

CX – Customer experience, or more like creative experience. I want to invite more people to the CX party, remove jargon, methodologies and data science and remind people we all have the ability to deliver customer experience, so just give it a go!

When it comes to customer relationships, be more creative and don’t assume that technology or process is the way to fix the problem.   

WHAT CAN OUR ATTENDEES EXPECT TO LEARN FROM YOUR SESSION?

At the very least, I hope people will learn that there is no correct answer and that one of your biggest strengths will be the ability to accept failure and re-try. CX or engagement isn’t a straight-line road map with key milestones, it’s more like a garden maze where you will take a wrong path and need the bravery to turn back and trust yourself again to take a different route.

LASTLY, WHAT ARE YOUR PREDICTIONS FOR THE FUTURE OF CX?

Harnessing technology to really bring us closer as humans not to replace our connection, and CX becoming a driver of empathy in businesses.

If you are interested in attending Mark’s session and learning from other industry experts, make sure you reserve your free ticket for the Customer Engagement Summit.

Location: The Brewery on Chiswell Street, London

Date: Tuesday, 28 November 2023

Tickets: FREE!