OUR PRESENTATION
FOR THE EUROPEAN CUSTOMER EXPERIENCE WORLD
LONDON 2010
Each year, UK is home to the EUROPEAN CUSTOMER EXPERIENCE WORLD, an international conference reuniting Europe's customer service specialists. This year, we were invited to join the panel speakers among representatives of companies such as Royal Bank of Scotland, Microsoft UK, British Gas, Volkswagen Group, Harley-Davidson Europe Ltd, Mercedes-Benz UK Ltd or Sony Europe.
Inspired from the well known chaos theory of quantum physics and revolving around the idea that all things in life are connected and interdependent, our presentation delved into the fabric of our reality attempting to explain how the micro influences the macro. In other words, we reinterpreted ‘the butterfly effect’ theory in the light of our field of expertise and put it forward as a metaphor for the customer experience complex system of contacts and exchanges. Long story short, we evidenced our findings with global case studies showing that the consumer-ruling era has dawned and that brands who fail to deliver their promises on all aspects of consumer interaction are in for some very hard times.
According to the attendees’ feedback, our presentation was most appreciated for its value, advocacy and experience – scoring 78% in value, 84% in advocacy and 52% in experience.
Highlights of our presentation available for download here
