CCO Forum

Leeds

March 2011

The 13th Chief Customer Officer Forum (CCO Forum) took place 1st & 2nd March at Oulton Hall, near Leeds. Prior to dinner on 1st, our palates were educated into how to read individual wines by Paolo, the Sommelier at Oulton Hall.

CCOF Leeds was an excellent networking and sharing occasion - with terrific insights both from our guest speaker, Heather Taylor, on the practicalities of engaging with customers via social media and from staff at O2 who kindly hosted a CCOF visit to their call centre.

The March Forum’s main themes were:

• giffgaff and doing business differently
• Customer experience governance
• Measuring and engaging the front line
• Partnering with the supply chain, intermediaries, agencies and outsourcers

In the main morning session, our guest speaker Heather Taylor enriched our understanding by sharing her recent experience of building social media at PayPal UK and giffgaff. She’s now moving to the BBC to be head of communities.

Heather emphasised the importance of connecting socially with the rest of the organisation and the benefits of training existing call centre agents on how to use the new tools of social media.

The second session in the morning focused on sharing live practice examples and experience of various aspects of three different topics: Customer experience governance, partnering and engaging/measuring the front line.

The final session of the day was a very enjoyable visit to O2’s call centre and guided tour with Q&A. Our warm thanks to Mike Cripps and the O2 staff.

The next forum will take place on 1st & 2nd June in Manchester. 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.