How to start a Customer Experience Programme

By Colin Shaw | Published: March 12, 2009

How do you start a successful Customer Experience programme?

Aviva (Norwich Union) are the fifth larget insurance company in the world. They have been working to improve their Customer Expeience for the past 4 years. In the first of a series of videos, Darren Cornish the Director (VP) of Customer Experience explains how the programme started and how the senior team were engaged

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One Comment

  1. Vanessa Stirling
    Posted March 16, 2009 at 8:46 pm | Permalink

    So nice to see an executive avowing customer experience and taking the time to walk in customers’ and employees’ shoes. Having an executive own the responsibility for customer experience has been the key for our clients’ successful CEM programs.

    Reply

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