CEOs, CFOs and COOs from London’s largest organisations. Among others, current members of the forum include: the CEOs, CFOs, COOs of Sony Music, The British Council, Tesco and Thomas Cook to name a few.
There is no hiding from the fact that customer experience correlates (CX) with growth, share price performance and corporate reputation. The Forrester’s CX Index has revealed that those near the top outgrew those at the bottom by more than five to one. It’s no surprise that it is a critical issue on the boardroom agenda. Shareholders too.
And yet in 2017, UK brands saw their lowest CX performance to date. Only 8% of UK brands reported an increase in their CX score in 2017 (KPMG, 2017). Indeed, UK companies are only just reaching the performance level of CX that its US counterparts surpassed in 2012. So it seems as much as we talk about giving good customer experience, many CEOs and their leadership team may have taken their eye off the ball.
Despite all the talk about technology, at the centre of good customer experience is great employees, great culture and above all else, a laser focus on the customer. Far from being the Marketing or Technology function’s issue, “CX is now the focus for many CEO’s as the centrepiece of their business strategies as companies adjust to the experience economy” (Forrester, 2018).
As part of your company’s leadership team you are at the helm of their business at a crucial time. Get it right and growth, share price increase and reputation will blossom. Get it wrong and the business will dwindle. Reputations will be made or fade in the next 2-3 years as companies cross the chasm to a digital business model and better customer engagement.
If you’re steering your business through the choppy waters of increasing customer expectations, join us to explore three key questions:
Current attendees include:
On this occasion, we’ll meet on April 25th at 6:30pm at Haymarket Hotel.
For further information, please contact the Club Director, Ellie Collins at email@example.com
A special thank you to our club’s founding partner, SAS, for their continued support of the The Boardroom Club.