I gave a keynote at a customer experience conference in New York City earlier this month. The title was "It Takes a Village: Creating a Customer-Centric Culture That Works," and it was about how people make a difference. We all know that research and studies will evolve and acronyms will change, but at the heart of all customer programs are the customer and the people who touch them. Recent opinion is moving towards understanding the customer experience through relationships and interactions. In this session, I talked about how a technical support group (our Customer Care) at Akamai moved along the path of understanding and communicating better with customers and changed the perception of what was important in those interactions!
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Great panel session at the Argyle Executive Forum last week around Next Generation of Customer Care. My peers continue to see technology and the Internet as tools to enable and strengthen the customer experience across all industries, yet they still see relationships at the heart of customer intimacy. Folks came from all disciplines are looking for ways to create the ultimate experience through their Customer Care centers. Web experience continues to be a strong component of the brand and paramount to building customer loyalty.