Customer Service & Experience Leaders
Members of this peer group
Members and candidates have leadership and strategic responsibility for customer service & experience within their organisation.
The members of this group all work in non-competing medium and large multinational companies with a presence in Belgium and represent diverse industries. They wish to benchmark their company processes, and discuss innovative strategies, tools & technology to reimagine customer service & experience and stay on the cutting edge.
Some topics of interest
The challenges of Customer Service professionals are numerous e.g. dealing with change, developing high performing teams, creating and implementing an effective mode of operation in line with the organisation objectives, conflict management, integrating new technologies and much more!
The members of this peer group share their lessons learned, exchange ideas and reflect on future best practices. They focus on both longer-term strategic issues and more immediate challenges.
With the help of the group chair, members select and prioritise the topics of interest that they want to deep-dive into during the five-yearly half-day meetings. Topics of interest include:
- Customer service and experience mindset and culture
- Big data, customer insight and analytics
- Hybrid work: best practices on the new way of work
- Leading remote teams
- Latest technologies in customer service
- Embedding change
- Influencing leadership
- Standards and KPIs
- How to sharpen AI in customer service
- Future of outsourcing
- Design thinking and customer service
- People engagement and recruitment
- … and many more
Interested in joining our new peer group?
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