Customer expectations have changed rapidly as technology has evolved. The emergence of social media, mobile apps, web-based chat and Interactive Voice Response means that the race is on for companies to present a cohesive service, while also seizing the opportunity to capture customer data across multiple channels.
Bill Payne, Vice President of Global CRM and Industries talks about how global businesses can integrate services and brand value so the customer experience of an organisation is seamless.
Bill Payne
Interview with Bill Payne, Vice President Global CRM and Industries IBM, at the Customer Experience Forum that was held in conjunction with Criticaleye.
- How has the shopping behaviour of customers changed in the last decade? (00:01:26)
- What challenges do new consumer behaviours pose for retailers and other suppliers? (00:02:15)
- How can companies adapt 'old' customer processes to suit more digital channels? (00:03:50)
- Are consumers buying behaviour changing in the same ways across the globe? (00:04:38)
- Is generational behaviour changing and what does that mean for companies? (00:02:02)
- How can companies extract the 'gold' form their vast quantities of customer data? (00:03:24)
- In the new world of customer power, how do companies begin to change the game? (00:03:20)
- Who in the executive team should 'own' the customer relationship? (00:04:14)
- What is the Chief Customer Officer and where should this role sit in an organisation? (00:03:11)
- Where do you think the companies that have cracked the consumer code (using data) will be in 5 years' time? (00:02:15)
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