Executive Customer Contact Exchange Releases Brand New eBook

March 12, 2013 - PRLog -- Balancing the delivery of a multi-channel customer experience strategy and meeting the needs of shareholders is becoming increasingly difficult in today’s volatile economy, yet is a necessity for any business that wants to stay ahead in this hypercompetitive marketplace.

To address this issue, the Customer Management Exchange Network has expanded its eBook collection with the latest release of “Customer Contact: Benchmarking Your 2013 Initiatives”.

In conjunction with leading global research and advisory firm Forrester Research, the CM Exchange Network has interviewed a number of leading customer service, contact centre and operations practitioners to explore how they are structuring their customer service strategies to achieve efficiency and reduce costs, increase customer loyalty, satisfaction and retention as well as drive sales through excellent customer service.

Available now as a free download, the interactive eBook provides industry insight and advice from a range of contributors including COO, HouseTrip; Head of Member Experience, giffgaff; Executive Director – EMEA Customer Services for Consumer, Dell; VP of Customer Service, DHL and Vice President of Technical Support for Customer Assurance, Cisco - giving customer service professionals the opportunity to benchmark their own initiatives against innovative global brands.

Abigail Manders, Head of Global Products for the Customer Management Exchange Network, commented, "Service delivery and interaction with the customer are becoming increasingly complicated in an environment where there are many customer touch points.”

“This eBook examines those touch points and what is needed when delivering a truly exceptional multi-channel strategy; ensuring you are where your customers are, listening to them and acting on those conversations - the heart of any customer contact strategy."

The themes of this eBook mirror the discussions that will be had at the Executive Customer Contact Exchange, taking place 29th - 30th April in Dublin. The speaker panel at the event includes a range of experts including, among others, the CEO UK for DHL Express, Chief Customer and Brand Officer at Aer Lingus, Head of Customer Experience and Interaction at E.ON Energia and the Group Head of Customer Experience for Coast, Karen Millen, Oasis, Warehouse, Aurora Fashions.

The complimentary eBook is available to download in full at http://customercontactexchange.com/redForms.aspx?id=791018&sform_id=882452&utm_campaign=FreePR&utm_medium=online&utm_source=FreePR&utm_content=ECCEebook&utm_term=11337.007CustContact&MAC=11337.007_FPR1, or for more information visit the Executive Customer Contact Exchange website: www.customercontactexchange.com/Event.aspx?id=791018&utm_campaign=FreePR&utm_medium=online&utm_source=FreePR&utm_content=homepage&utm_term=11337.007CustContact&MAC=11337.007_FPR1 or email exchangeinfo@iqpc.com  

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For more information on the Customer Management Exchange Network please visit www.customermanagementexchange.com or contact Kira Stancliffe, Marketing Manager, CM Exchange Network at exchangeinfo@iqpc.com  or on +44 (0)207 368 9484.

About the Customer Management Exchange Network

The Customer Management Exchange hosts a series of global, invitation only forums, which help senior executives overcome their most pressing challenges across customer experience, marketing, customer service, insight and digital technology. Exchange only invites executives with the highest credentials, and solution providers with world-leading capabilities in order to deliver a strategic discussion based environment, allowing attendees to connect, interact and engage with their international peer group.