Customer engagement – so much to be done
The Telco and Utility sectors are both facing a number of challenges when it comes to engaging customers across channels, with both sectors – and particularly utilities – consistently scoring poorly across a raft of respected customer satisfaction surveys.
Both face challenges in the perception of where the customer lies within their organisations and much work needs to be done .The Directors Forum, sponsored by Aspect, Interactive Intelligence and Nunwood investigated the issues that face these troubled sectors in turbulent times in terms of their customer engagement strategies in an increasingly regulatory environment and shone a light on the best way forward for sustainable success.
In his opening keynote Mike Havard director at Ember set the scene by looking at 10 key upcoming trends in the customer engagement space including understanding the value of value and assessing the relevance of regulation
Mike was followed by a joint presentation from Stephen Harwood and Maria Slaymaker client services directors at Nunwood who presented details of the performance from both sectors from the latest Customer Experience Excellence Centre research released earlier this month. More details of that research will appear in the November issue of Engage Customer magazine and also be presented by Nunwood at our Customer Engagement Summit in London on November 28.
The programme also included a case study from Danny Dixon, director of customer strategy at Three and its journey in putting the customer at the heart of its business – a journey that has taken the mobile operator from the bottom to the top of the league table in terms of customer complaints – the top being the lowest number of complaints.
There were also presentations on process management from Sue Forgie territory manager at Interactive Intelligence and on the impact of communication on the customer experience from Graham Wright account executive at Aspect.
A lively panel debate chaired by Engage Customer editorial director Steve Hurst was followed by a presentation on orchestrating the social business experience from Ben Kay, former customer service director at EE, now at IBM, and an overview of the telcos sector and where it needs to improve from Clare McCarthy practice leader Telco IT at analysts Ovum
Final presentation of the day looked at the transformation taking place at utility npower from Rob Sawle, partner development manager at npower and Ed Tann, MD at Semita where a multi-partner model involving Capita has been put in place to drive radical performance improvement aimed at taking npower from the bottom of the Big Six utilities customer satisfaction league table to the top.
Presentations will be available soon via www.engagecustomer.com