Summary
The mood at the recent Customer Experience Summit (CES) in Chicago was one of hope and opportunity, despite the stormy economy and the Windy City's stormier weather. Corporate executives filled the Hyatt Regency McCormick Place convention center to figure out how their companies could thrive in today's business landscape. At the first keynote session, John Wells, general manager of Hilton Chicago, told the packed crowd of attendees that they should be applauded for keeping their eyes on the prize despite the all-too-common C-suite temptation to cut the customer service budget. In another panel session, David Cliche, VP of global interactive marketing for Aon Risk Services, admitted that, even though his executives grasp the importance of the voice of the customer (VoC), breaking down silos remains a challenge.
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Extract
New Beginnings From Within
The mood at the recent Customer Experience Summit (CES) in Chicago was one of hope and opportunity, despite the stormy economy and the Windy City's stormier weather. At a time when retaining and building deepe...
See the full content of this document
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