Video

[Presentation] DirectLine Group Case Study - Earning Customers' Trust: The Road to Recovery

Financial services institutions are amongst the least trusted in the UK. It is surprising that this doesn't get more attention given the increasing ease with which customers can move their relationships between providers. However, building trust is not a simple task and unless an organisation is committed to dealing with some uncomfortable truths it might not achieve meaningful impact. Join Mark Evans, Chief Marketing Officer of Direct Line Group, as he shares his experience and company journey on how a focused drive towards earning customers' trust can act as a catalyst for business transformation.

[Video] What is Customer Experience?

[Video] What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.

[Interview] Mark Grainger, VP Sales Europe, Engage Hub

[Interview] Mark Grainger, VP Sales Europe, Engage Hub

We sat with Mark Grainger the VP Sales Europe at Engage Hub to get his insight on the following questions including the main challenges facing the financial services industry right now.