Carl

I think it’s far too easy to get caught up in the uniqueness of our own little worlds and as a consequence our thought leadership and innovation can become stale. The QoE offers the opportunity to openly and candidly debate common customer experience related topics with a diverse range of companies that stimulate your thinking or to table new concepts to gain a broad range of challenges in a friendly, constructive manner.

Great ideas that improve customer experience are worth sharing!

Stewart Bromley
Head of Digital Solutions | HSBC Bank

The QoE is the only external business commitment that I will consistently endeavour to keep. 

Bob Dunn
General Manager
Telephone Sales and Service
Telefónica

Hi Carl

In the short time that I have been involved with the QoE I have found the benefits are driven in the following key areas

• To consider relevant, timely and strategic topics with a like-minded group of highly customer focused businesses
• To share issues and understand how other businesses have faced and overcome similar challenges
• To identify Best Practice opportunities
• Developing personal networks that lead to individual visits/meetings that extend to discussion on other relevant topics
• To continue to promote the company brand image

As much as anything Carl is the importance of time. Without the QoE, I am not convinced that I would have found as much time during normal day to day business duties to discuss/debate/consider the highly pertinent and important topics that we discuss during the sessions.

James Kaye
Head of Service Quality
Telefónica

Carl

For me the QoE is a carefully constructed environment, where knowledge, experience, insight and understanding on selected topics are exchanged.

It’s not a series of presentations, nor a marketing opportunity, and while opinions are OK, judgements and criticisms are usually avoided or tactfully ‘managed’.  The use of the term ‘conversation’ is highly appropriate (and probably not selected by chance) and nicely summarises the time spent, where things like conclusions, next steps, way ahead or recommendation are also notably absent.

For me, the value normally arises in two quite different ways.

Firstly, it’s a place to rehearse, refine, practice and prepare for events with my organisation, whereby, even if my mind doesn't change radically, I have a significantly more mature and rounded argument to deliver to my work colleagues and peers.

Secondly, most QoE conversations include a comment somewhere or other, sufficiently loaded with insight and meaning to revolutionise my thinking and understanding of the conversation subject.

So the benefit arising from membership comes in direct proportion to input and participation (but not effort) provided.  What I take away, and what I do with it is up to me and would be extraordinarily difficult to quantify in a conventional business case.

Steve Lawrence
Business Processes and Improvements Director
Paradigm Services

Often in large organisations the dilution of information and ideas as they are passed up and down the hierarchy - and horizontally across departments - can undermine the effort to focus on common goals.

The QoE provides an environment which fosters the growth of ideas and concepts without that dilution and I always leave the sessions with greater clarity.

Steve Dyer
Manager Customer Operations
Honda UK

The QoE provides a much needed moment to step outside day to day business challenges to listen, think and reflect.

A well guided conversation with intelligent, passionate and open peers gives rise to a healthy exchange of different opinions and views – all aimed at making a difference to customers and the people that serve them. The quality of the preparation and facilitation allows a relaxed and open atmosphere where the group can share candidly and discover they are not alone in the daily challenges of delivering a world class service experience.

Stephanie Coleman
Head of Customer Experience
Citibank UK Consumer Business