Chief Customer Officer Forum
Our mission in the CCO Forum is "How do we stop doing dumb things to our customers and people?"
Many executives responsible for customer experience and operations find themselves isolated - the major advocate for the voice of the customer in their financially driven organisation.
“I’m fed up with conferences and theoretical stories of what you could be doing. It’s a treat to be with like minded people, the truth coming out.”
Nina Jones, Chief Customer Officer and Head of Customer Experience, Porsche Cars GB
What is this forum?
Like the forum of ancient Rome, the Chief Customer Officer Forum is a place for leaders to meet, discuss the future and improve their professional working lives. It’s a place where the best and brightest can exchange ideas, learn new techniques, share knowledge, and in so doing, rise to the top of their profession.
Members of the forum have a unique opportunity to hear about the latest developments and most successful techniques in customer management.
Being responsible for the strategy and day to day management of customers is a constant challenge, so the Forum provides a community of like-minded people, peers you can turn to for support in your professional life.
The Forum is run by and dedicated to people just like you: people who share a passion for improving the experience they give their customers and staff; people who are shaping the future of the way organisations relate to their customers.
“There is an exciting momentum building in the western world as more and more companies grapple with the challenge to put their customers and employees at the heart of their business. For those of us who are responsible for catalysing the change in large organisations, the opportunity to learn from and share with others in similar positions is priceless. Budd have a great expertise and passion for making this happen.”
Alastair Ham,Group Organisational Development Director, Aviva Group
What’s in it for me?
The Forum is a unique opportunity to improve the energy of your working life. It’s the ideal place to expand your personal network and show your position in the industry.
The Forum will give you a safe and fulfilling support structure where you can:
- obtain and share credible ideas
- familiarise yourself with best practices
- understand what works, what doesn’t and why
- test your own ideas in a safe setting
- share your achievements.
You’ll be able to see the big picture, make your own contributions and make your own judgements. You’ll be able to relax in the knowledge that the workings of the Forum are confidential.
Some examples of topics that Forum members have discussed in the UK, US and Australia include:
- emotional value in service experiences
- world class regulated sales
- linking desired emotions to brand values
- business transformation
- metrics and justification
- channel strategy and organisation strategy
- integrating service channels
- customer strategy
- identifying the unit cost of service
- achievement management for service staff
- creating a customer service culture
- how customer service interfaces to the rest of the business
- getting value from outsourcing
- the impact of service on bottom line results.
Global research, academic input and member participation
The LimeBridge Alliance holds worldwide research to provide an international perspective and bring learning from outside the UK to the Forum. Our advisory board will be on hand to provide advice and experience of customer operations in some of the world’s most respected organisations.
You can request specific additional research and the Forum can access best practices for you.
Discussions held in the Forum are conducted under Chatham House rules: you can use the information disclosed in a meeting, but you cannot attribute a company or a source.