Around 51% of customer experience leaders say that the lack of a customer experience strategy is their biggest barrier to their efforts. That's like being a music conductor who tells his musicians and backstage people to "delight the audience" but doesn't tell them what to play. If you missed the Customer Experience Forum in New York a coupleof weeks ago, you can still see a few clips of me riffing on my conductor metaphor at the forum below . . . or you can read some of the core elements of the speech in my report, "What Is The Right Customer Experience Strategy?"

Brands are becoming an ever more important source of strategic advantage. Organisations need to align the emotional engagement of customers and employees to the brand.  The specialists, David Lancefield, Paul Sturgeon and Duncan Wardley examine the role of brands, how to engage customers and employees to deliver on the brand promise and how to measure the impact.

Providers tend to execute a single communications plan across all of their partners, often missing out on opportunities to improve indirect channel performance. Listen as Tiffani Bova highlights the key findings of her recent research that shows how tailored communications can drive higher contribution and loyalty from all channel partners.

This multimedia documentation introduces the concept of Customer Lifetime Value - CLV. It contains two interactive calculators (for average input scenarios and flexible input scenarios) for making calculations, showing the results numerically and through interactive graphs.

La Web 2.0 impacta en la empresa de múltiples formas, pero ninguna tan importante como las relaciones con clientes. En este video, Paul Greenberg, autor del libro CRM at the speed of light, nos cuenta las últimas tendencias.