Customer Experience Council

Customer experience is the end-to-end journey of the customer’s interaction with the business. Today companies are working to significantly improve their customer experience, especially in the light of digital solutions, functional excellence, and real-time end-market implications.

The Council’s mission is to gain insights in customer experience across industries and regions by providing global peer-to-peer benchmarking and best practice-sharing. Council members drive the agenda and evaluate, adapt, and apply the insights gained to their own businesses.

Members will meet three times per year in different European locations to discuss common challenges, access relevant research, share experiences, and gain insights into new developments, both learning and contributing as leaders in the field of customer experience.

Members

Companies & Members - Customer Experience Council

ABB Ltd
Air Liquide S.A.
Covestro Deutschland AG
FedEx Express
Garrett - Advancing Motion
HP Inc.
Hilti AG
KPN
Maersk Line
Orange S.A.
PVH Europe BV
Shell International Limited
Thomson Reuters Ltd
Toyota Motor Europe
VF Corporation (EMEA)
Zebra Technologies Europe

Member Benefits

Enduring relationships with trusted peers in an international network 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 dialogues at meetings and in between provide you with a broader perspective and shared experiences, as well as access to specific knowledge and best practices. Council membership benefits

Collective problem solving that puts your issues on the agenda
Global benchmarking through regular surveys of council members about relevant company practices
Multifunctional insights generated by the wealth of perspectives gathered from over 100 councils (covering more than 50 functions) that work together across geographies
Virtual communities that extend learning opportunities through a variety of online forums, webcasts, webinars, and other resources

Hot Topics

Customer & user experience strategy & key drivers - culture, design, process, infrastructure, innovation, leadership
Customer felt measures - do internal measures reflect what the customer experienced?
Loyalty Programmes from a B2B perspective
Designing the voice of the customer programs, and ongoing process improvements
Use of technology to drive costs down and customer experience up
Digitization/ impact of AI/chatbots
How to live and communicate customer journey mapping in an organization