Earlier this month I was able to attend the Total Customer Experience Leaders Summit sponsored by the Institute of International Research (IIR) in Boston, Massachusetts. It was an energizing, three day conference with attendees from consultancies, research organizations (client and supply side) as well as corporate client experience managers. What I liked about the conference – which is my normal bent – was its concentrated focus on one topic (customer experience) with different viewpoints provided by multiple experts and practioners. It's likely we all walked away with some new and usable knowledge (or twist on conventional wisdom) as well as affirmation that the paths we are on are inherently the right ones.
Here is my list of 11 things worth repeating from the conference sessions and ensuing discussions. I tried to keep it to 10 but they're too important (in my view) to cut any!
That's my 11 highlights – hopefully you're already practicing these today in your organization and reaping the benefits (along with your customers!).