Are the Wrong People Driving Your Customer Experience Strategy?

In this exclusive interview, Martin Dowson, an Independent Consultant, discusses how change management practices impact the customer experience.
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* Customer Management
* Customer Experience
* Banking
* Finance

* Business
* Consumer

* England

* Features

July 5, 2012 - PRLog -- Customer Management IQ: This is the Customer Management IQ, Customer Creation podcast series.  As always, I’m Brian Cantor, Managing Director of CMIQ, and your host for today’s discussion.

. As we move into the age of the customer, many of our organisations will need to make legitimate internal transformations.  It’s one thing to commit to the customer experience philosophically but, without making the structural and strategic changes necessary to support that vision, you might as well keep making the same mistakes you’re already making. If you are looking to make those changes, you’re going to want to hear what our guest has to say. Martin Dowson, a customer experience architect, has some tremendous insights to share about change management.

You’ll next hear from Martin at the upcoming Customer Experience Management for Banking and Financial Services event taking place September 18 through 20 in London.

M Dowson: I’m very good, thank you for having me on.

Customer Management IQ: Absolutely, and think it’s going to be a great presentation, a great event, looking forward to that this September but, for now, want to pick your brains on some topics in change management, especially as it relates to the customer experience.

First, obviously, this is a banking and financial services event so what are some trends in this topic that relates specifically to those industries?

To download this interview in full, please click here:

Customer Experience Management for Banking & Financial Services will take place 18 - 20 September, 2012, in London, UK – For more information please visit:,  call 0800 652 2363 or +44 (0) 20 7368 9300, or email
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