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Who Owns the Customer Relationship

Criticaleye, in association with IBM Global Process Services, hosted 25 UK-based Leaders at the “Who Owns the Customer Relationship” event. The event focused on how organisations are having to adapt quickly to the changing demands of a multi-channel world, and there were representatives in the audience from a number of key UK companies.

The event opened with a networking breakfast and then proceeded to a panel discussion with a lively question and answer session. The panel consisted of IBM GPS's Bill Payne, Vice President, Customer Experience and Industries; Dipak Jain, Dean, INSEAD, France; Peter Horrocks, Director, BBC Global News and World Service; and David Wild, former Chief Executive, Halfords Group. At the panel discussion the four shared practical and strategic insights on how organisations are transforming their view of the customer and, crucially, how the customer perceives them.

Bill Payne,
Vice President,
CRM & Industries, Global Process Services, IBM

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David Wild,
Former Chief Executive,
Halfords Group plc

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Peter Horrocks,
BBC Global News and World Service

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Dipak Jain,
Dean, INSEAD, France

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Following the presentations from the panel, there was a lively question and answer session. Many of the attendees in the room asked questions including:


Q1. Who owns the customer experience on the board?

Q2. How should you respond to customer feedback?

Q3. Who are the key consumers in your supply chain?

Q4. Does everyone in a business need to be customer focused?

Q5. How is the BBC approaching its customers in a multichannel world?

Q6. In the B2B space, are there good examples of customer centricity?

Q7. How do you measure the strength of the customer relationship?

Q8. Can customer service ever be perfected?

Q9. How should businesses deal with bloggers and social media activists?

Contact us

Gary Slade
Global Process Services
Vice President, Global Process Services - UK

IBM Global Process Services

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