Three times a year, a customer experience forum takes place with decision-makers and experts from a number of companies (Postbank, DHL, Deutsche Bahn, SwissAir, etc.). Their goal is to discuss problems and possible solutions on the topic of customer experience and to use best practices to learn from one another.
For the last meeting Mercedes-Benz Consulting hosted the event, providing the general program and rooms. The main topic was “Organizing Customer Experience Within the Company”. It particularly covered questions such as, “In which area is customer experience anchored in the company as a department?” or, “How do various departments affected by customer experience interact?”
The path to the optimal customer experience is different for each company — there is no “one size fits all” plan. But there are fundamental models and successful best practices from the various industries.
The next meeting will take place toward the end of the year in Cologne, at Yellow Strom, on the topic “Customer Journey Mapping” — we’re excited.
For more information please contact Sebastian Göbel (Manager Customer Experience Innovation & Strategy)
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