Posted: 26th June 2012

Alan Wilson Interview – Customer Experience research reveals companies’ key concerns

Keynote speaker at this years ECEW conference, Professor Alan Wilson revealed the findings of his 30 country research into the latest customer experience trends. editor Neil Davey talks to Alan about the key challenges faced by senior customer experience professionals.

Questions covered in the interview included:

• What were the main challenges that the research into Voice of the Customer identified?

• What Voice of the customer metrics emerged as the most popular in your research?

• What are the key differences between industries?

Alan is a Professor of Marketing at the University of Strathclyde Business School in Scotland. He is a recognised leader in the field of Customer Experience and has advised many organisations on service delivery, customer satisfaction, reputation and branding.

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