Sponsored by

Presented by:

David Conway

David Conway

Nunwood Senior Partner/CSO Click to
Tim Knight

Tim Knight

Nunwood Senior Partner/CCO Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
15th May 2014

Customer experience management is inherently complex. Organisations often end up with multiple, disconnected customer initiatives.  Or they succumb to the temptation of chasing simplicity – pursuing ‘silver bullet’ solutions which rarely deliver results.

This webinar examines how the world’s best organisations successfully manage complexity.   It outlines a practical framework to rallying their organisation behind an effective customer experience strategy.


  • Taking an ‘outside-in’ view – how to turn your brand into a compelling customer experience vision. Bringing in global best practice, unifying leadership and galvanising middle-management.
  • The critical need for ‘inside-out’ analysis: assessing cultural readiness, customer experience maturity and infrastructural capabilities.
  • Linking customer initiatives into a single whole – creating a framework to combine voice of the customer, journey mapping, experience redesign and training
  • Setting the right governance – ensuring the resources and will for change exist across the organisation
  • What success looks like.  5 things that mean your strategy is working.


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