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Presented by:

Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder Click to
Kev Willers

Kev Willers

NewVoiceMedia SVP Services Click to
Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
10th July 2015

Friday 10th July 2015, 12 noon BST

Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer service and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

They draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.


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