Customer Demands and Expectations are Increasing at Lightning Speed - Can Companies Keep Up with the Pace?

LONDON, March 20, 2014 /PRNewswire/ --



In three recent interviews with the COO of LV=, COO of HouseTrip and UK Director of Training, Education and Customer Services for McDonald's, the Executive Customer Contact Exchange delved into the pressing issues faced by the customer service industry in 2014. These interviews have been combined with research from the Customer Management Exchange Network editorial team in the recent report, Achieving Excellence in Customer Contact, which can be downloaded in full here: http://bit.ly/Ow4Kfn

This research revealed that in 2014 there will be heavy investment in ensuring a consistent level of customer service across the multiple channels through which consumers engage with businesses. Effective multi-channel integration is being seen as the difference between creating a loyal customer and alienating one.

Investments in people development and corporate culture have also been shown to be pivotal in achieving a customer service strategy that will allow organisations to remain competitive.

Furthermore the research shows that it is important to establish a deeper level of insight into customers, which can be achieved through effective complaint handling and feedback systems.

Ultimately, this new research highlights that when it comes down to delivering the best level of service possible, it's vital that customer contact leaders have a deep understanding of the cost implications on the business. However, CFOs need not run and hide - changes don't need to be costly, and delighting the customer doesn't always require a significant investment.

Nicholas Turner, Event Director, Executive Customer Contact Exchange commented, "Over the last few years customer expectations have increased dramatically, leaving many companies struggling to cope with growing consumer demands. Rapid advancements in technology and the growing use of social media has also come hurtling into our lives and has changed the way in which consumers access information, making them more powerful than ever before. Because of this we felt it was vital to research with some of the leading customer service and experience minds; to really understand what will be driving customer contact in years to come."

To view the entire report, follow this link: http://bit.ly/Ow4Kfn

These topics and more will be explored in further detail at the Executive Customer Contact Exchange, taking place at the Hilton Deansgate, Manchester, 19^th - 20^th May. 80 Directors and Heads of Customer Contact and Customer Services will gather to benchmark strategies and share best practice to help them become more efficient and add value to their business. They will be joined by a select group of solution providers who have been invited because they offer a service or solution to meet the needs of executives in attendance.

For more information about the Executive Customer Contact Exchange, including the industry leading speakers and latest agenda, please visit: http://bit.ly/1otgL1V or email exchangeinfo@iqpc.com

For more information about the Executive Customer Contact Exchange, taking place 19^th - 20^th May in Manchester, including the industry leading speakers and latest agenda, please visit: http://bit.ly/1otgL1V or email exchangeinfo@iqpc.com

If you are a Director/Head of Customer Contact or Customer Service, or offer a service you feel would add value to the senior leaders in attendance, request your invitation today online here:

http://bit.ly/1lO60Wb or email: exchangeinfo@iqpc.com

For more information on sponsorship opportunities email: exchangeinfo@iqpc.com or call: +44-(0)207-368-9484