CCO Forum
Slough
November 2010
The 12th Chief Customer Officer Forum (CCO Forum) took place 3rd & 4th November in Slough with dinner at the Stoke Park Hotel and LEGO hosting the forum day.
It was an excellent networking and sharing occasion - with the bonus of illuminating insights into LEGO’s approach to customer experience and their call centre agent experience, plus our own experience of LEGO’s call centre and latest online game.
The November Forum’s main themes were:
- Virgin’s approach to the customer
- Briefing on social media tools
- Cloud computing - changing relations between IT & Customer Service
- Service segmentation versus excellence for all customers
- Sharing on issues: sales through service; life cycle service models and agent/seat ratios
In the main morning session, Virgin Management shared how Virgin think about their customers and the challenges of living up to the Virgin Brand across a diverse group of 130 businesses - some of which are franchised or the result of acquisition. “The way to do governance is through consensus and relationship”.
The main afternoon session focused on sharing live practice examples and experience of various aspects of customer experience issues around segmented service vs great service for all.
The next forum will take place on 1st & 2nd March 2011, probably in Leeds. 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.
