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blue-infinity Linked by Isobar presents Benchmarking CX Prague

12/09/2017

blue-infinity Linked by Isobar presents Benchmarking CX Prague

In May, blue-infinity Linked by Isobar welcomed industry professionals to a Benchmarking Customer Experience event in Prague, part of a series on Digital CX. Thought leaders and digital transformation experts shared their knowledge with the Czech business community at an exclusive brunch, co-hosted by our partner, Salesforce.

Enrico Zelocchi, Salesforce Strategy and Solutions Expert, blue-infinity Linked by Isobar, kicked off the event by outlining that it’s never too late to improve your customer’s experience and put them at the centre of everything you do.“Understanding how our clients are mastering CX today is key and I believe that the number of attendees at this event has demonstrated how CX mastery is fundamental in the current competitive landscape. For all brands and companies worldwide.”

Frédéric Demierre, Head of blue-infinity’s Dentsu Aegis Network Salesforce Centre of Excellence, followed Enrico, and explained that linking all digital touchpoints into one platform is a key client focus and a unique added value of the blue-infinity team. “If CX Strategy and Salesforce implementations get out of sync, then you can miss out on ROI so we teach businesses how to define return on CX investment.”

Frédéric continued, “At blue-infinity Linked by Isobar, we consolidate data for increased accuracy in performance analysis, targeted communication actions, and converting prospects.”

Proceeding Frédéric was speaker David Hicks, CEO TribeCX, who demonstrated that successful organisations have to determine CX metrics, mapping and set benchmarking. “Consistently great experiences don’t happen by chance. They are the outcome of a deliberately designed customer journey,” he said.

Customer metrics are vital in getting an “outside-in” view of the organisation. Mapping enables the analysis of E2E journeys and ensures customer metrics are aligned with specific journeys. Moreover, benchmarking allows one to differentiate themselves and set the bar within the industry.

Dave Thompson, Principal Solution Engineer Salesforce, followed David, and claimed that consumers are victims of “information overload” and demonstrated how organisations could incorporate and embed practices to please and engage their customers to which Enrico Zelocchi added, “Customers should be at the heart of a company’s business model.” Similarly, Paul Hendriks, Digital Transformation Executive & Entrepreneur, Startups demonstrated that digital organisations significantly outperformed firms in terms of customer satisfaction, innovativeness, growth and profitability and thereby businesses should digitally transform much faster.”

Frighteningly, only 10% of organisations will improve CX based on received customer feedback, so we were thrilled to see every participant leave with a concrete toolkit on how to tackle their own CX. The event addressed fundamentals of CX, and we look forward to our next session in the series, on 18th October in Prague: Innovating CX.

Prague, Czech Republic

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