If you were part of the family a couple of months ago you probably noticed something called the CxO Report: The Road to Customerization. We put it in heavy rotation for a handful of reasons – primarily, because we feel like it provides guidance and wisdom that is badly needed in the marketplace today. If you haven’t downloaded it yet, I encourage you to do so.
One of the byproducts of that effort, and there have been several, has been a series of conversations that were spawned between the participants in the report and some of the service and technology providers in this space. They have taken the big topics, such as customer trust, and have successfully broken them down to their street-level implementations, talking about the hurdles, the nuances, the how-to’s of actually doing the work of customer engagement. Those conversations, in my opinion, are the highest and best outcomes of what we do.
We took one of those topics and have compiled and edited that conversation into what we’re calling the CxO Report Deep Dive: Trust and Transparency and we’re making it available on TheCustomer. We asked them what it takes to create healthy, functional customer trust at enterprise levels.
We’ve purposely left it very conversational in tone and nature because we think that you should be hearing from the actual people, in their voices, rather than something that has been cleansed and redacted (0k, we had to redact a few things).
As you’ll see, these are people with deep expertise in implementation. They have each worked with some of the biggest brands in the world, have navigated the sometimes-difficult waters of digital transformation and have come out on the other side with real-world experience and guidance that is honest, and because of that honesty, rare.
You’ll hear from
- Charlie Swift – Industry marketing expert with extensive expertise in credit, subscription and publishing
- Kevin Bauer – Leader in digital transformation in retail and e-commerce
- Michael Fisher – Board Member at TheCustomer
- Terrilyn Tourangeau – Loyalty Executive leading consumer engagement for global hospitality organizations
- Marc Shull – Big data expert with specific competencies in data insights and consumer privacy legislation
I think Charlie Swift said it best: “The (Deep Dive) report is critical consideration for brands that need to adjust course to start engaging customers on their terms – where customers are defining what trust looks like.”