Marketing Transformation Leadership Forum

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• Our Findings
• The Journey
• Building capabilities
• Customer experience management
• Customer centricity
• Measurement and ROI

Customer experience management

All businesses make a brand promise to customers and other stakeholders…but a promise is nothing without delivery.

Traditionally, customer experience management is tackled as a communications exercise, but people, systems and processes play a key role in delivering and differentiating brands.

Operational and back office functions (IT, customer service, sales) can have a big impact on your brand experience. How do we integrate activities to close the gap between promise and reality?

The Marketing Transformation Leadership Forum met in November 2009 to discuss and debate these issues with a focus on defining how management teams can best tackle customer experience. Download the report and access other resources using the quick links on the right of this page.

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