A single point of information creates competitive advantage for companies Zurich, the 9th February 2012 the opportunities and challenges that brings customer experience management (CEM), were the main theme at this year’s Customer Care Day of PIDAS AG in Zurich. Over 80 experts from the areas of contact center and customer service discussed together the technological, structural and procedural aspects, bringing a corporate culture aligned with the customer needs. In a survey among the experts revealed that 92 percent of those responsible in the customer service keep a central technology platform necessary to efficiently implement CEM. Customer Care day the CEO of PIDAS AG made the prelude Werner Hoppler, before Frederic Monard, head, presented the PIDAS AG consulting the first speakers of the day with Phil Winters. The native Americans, strategic advisor at the peppers & Rogers Group, enthusiasts with interesting practical examples from the world of the CEM.
Phil Winters made especially the gap between the Service understanding of customers and the service understanding of company on the subject. Winter explained what manifesting true customer needs and that it met only rarely with products can be. He stressed that companies should first learn to consider customers as individuals with desires and needs, rather than consumers. How a company as effectively as possible can adapt to the wishes and needs of their customers, described Patrick Bodinoli for the UPC cablecom, which has set the goal to understand the voice of the customer and to measure to improve the performance of the entire organization. He described with concrete measures and the results that could achieve his company already after a short time. A survey among the participants, the expert discussion between Dr. Hans-Peter Uebersax, Director solutions of PIDAS AG, and Donat began Grimm, Chief Marketing Officer of Custvox AG. It became clear that almost all participants of the event were unanimous: 92 Percent agreed to the thesis that successful customer experience management requires a central technology platform to enable customer experience and at the same time to measure.