Global trends in customer experience at the start of 2014

In this 10 minute conversation, Budd’s MD Peter Massey talks about customer experience and the key similarities and differences across countries. The video interview was filmed recently at the Chief Customer Officer Forum in Melbourne.

It touches on people engagement & executive bravery. The stock market and the customer.  Short and long term measurement.  Dumb stuff versus honesty heroes. Customer technologies are better than the company’s, challenging reputation. Channels and self service. Silos and organisational design. Decision making with the customer inside by design. Pace and the battle for talent. Technology platforms, big data, analytics, outsourcing and offshoring. The third world isn’t the future, it’s the now. Brilliant basics, shiny new things, strategic alignment and what the very best businesses work on with customer experience.

Get in touch with Peter if you want to talk