Customer experience as a business strategy and competitive differentiator continues to advance grip with companies around the globe. Most decisions in companies are made without any real customer awareness. Companies will gradually recognize that they need to incorporate a deeper understanding of their customers throughout their company. As companies do touch point analyses and customer journey maps, they often find that customer service is a crucial moment of truth for customers.

• Motivate cross organizational cooperation to make customer experience management a way of life
• Telefonica customer care model for enterprise customers
• Creating and applying an integrated Customer Experience Dashboard
• Building a customer experience strategy in a complex international organization
• Which customer experience technology investments are priorities for executives
• New ways of measuring the customer satisfaction

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