Customer Experience Council

Customer Experience is the end-to-end journey of the customer’s interaction with your business. It can’t be separated from the growth of the business, and is in fact the substance to making the company more profitable. Companies today are working to significantly improve their Customer Experience to achieve business success, especially in light of the social media era with real-time interactive feedback.

Belonging to a Council gives you real-life examples from other companies well known for their Customer Experience initiatives facing the same challenge and succeeding – not advice from vendors selling their latest program. Council members freely share their hard-earned wisdom, and you get the benefit of learning leading edge approaches from top companies and applying those most relevant to drive your profitability. Specific topics discussed include:

Customer experience strategy & key drivers – Culture, design, process, infrastructure, innovation, leadership
Evolution of a Customer Experience program over time – maturity levels of organizations
Emerging models, customer segmentation approaches, governance, and deployment
Designing voice of the customer programs and ongoing process improvements
Focusing on employee engagement
Journey mapping, ROI measurement, analytics, emotional connection, KPIs, listening tools

Members

Celanese Corporation
Cigna
Dell Technologies Inc.
Eli Lilly and Company
FedEx Services
Love's Travel Stops & Country Stores
Microsoft Corporation
National Security Agency
Nationwide Insurance
Penske Truck Leasing Company L.P.
Principal
Rockwell Automation
SRP
Shaw Industries Group, Inc.
Siemens Healthineers
StockX
Target Corporation
The Conference Board
U.S. Department of the Navy
Waste Management Inc.

Member Benefits

Enduring relationships with trusted peers are the core of the Council experience. Enhanced by our global, enterprise-wide reach, these relationships span the world and extend the value of Council membership. Confidential peer dialogue provides you with a broader perspective and shared experiences, as well as access to specific knowledge and best practices.

Collective problem solving that puts your issue on the agenda
Benchmarking through regular surveys of Council members about relevant company practices
Multifunctional insights generated by the wealth of perspectives gathered from 125+ Councils (covering more than 50 functions) that work together across geographies
Virtual communities that extend learning opportunities through a variety of online forums and other resources

Member Experience

My participation in the council has paid itself off, in that what I accomplish in our discussions is far superior to the cumulative attendance at any number of conferences I may have attended in the past… With respect to the council, the rich and useful content provides for me the right set of solutions I can take back to my business (e.g. the Program Maturity Index). The learning I bring back from a council session is far more powerful than any benchmarkingactivity that I have done in the past, more relevant and on point with the issues myfirm faces. In many respects, the information I share within my firm is recognized as credible when I footnote the source as the Council.

Michael Schwed Director, Connected Thinking for Excellence PricewaterhouseCoopers

Who Should Join?

Senior executives responsible for the customer relationship at major corporations. Membership is by invitation only.

Program Director