CCO Forum
London
June 2009
The 8th Chief Customer Officer Forum (CCO Forum) took place on 2nd & 3rd June at Admiralty Arch in London.
Here’s some of the feedback from this very productive event:
“Allowed me to get out of the office, use a different part of my brain and engage with some great, inspiring people”
“Ideas & inspiration on tactical/strategic issues”
“Gaining an understanding of the challenges other businesses were facing, and realising that across the board things were very similar”
“Love the CEO slot & find the stimulating facilitation of content/questions excellent”
“Great CEO spot! Good to meet new people”
“Great open forum that's valuable, interesting and fun”
“Energising as ever”
The June Forum’s main themes were:
- The CEO slot with Caroline Plumb of FreshMinds
- Organisational structure and delivering a great customer experience
- How are organisations using wikis in practice?
- Demystifying Twitter
- “My key challenges”
The CEO slot with Caroline Plumb was inspirational. A gen Y entrepreneurial CEO, Caroline described how she and a fellow Oxford graduate didn’t take Richard Branson’s advice but put aside firm offers to join McKinsey in order to start up a new company. She outlined the challenges they faced and shared some great insights into how they developed the business; learning from mistakes as well as what works well. Caroline provided some great insights into the importance of embedding your key values - Freshmind’s are excellence, freshness, integrity and creativeness - firmly into all aspects of the business operation, as well as underlining the fact that the best way to get a good idea is to have lots of ideas.
The main morning session, we focused on the problems in organisational structures and systems that prevent companies delivering a good end-to-end experience to their customers. We discussed how to overcome those constraints - including introduction of the right performance measures that help drive a good CE. A short session before lunch looked at the applications of wikis in business, especially in the contact centre.
We spent time in the afternoon demystifying Twittering and deciding the business applications were as yet few but that learning how ‘always on’ 20 year olds are changing the way we communicate in business is important for companies. In a final fast paced, high value session, we discussed key challenges that people have, sharing best practice and personal experiences on how to address them effectively.
The next Forum will take place on October 13/14 in London. Take a look at what being a member means or get in touch if you’d like to discuss what it means to be a Chief Customer Officer.
