As much as anything Carl, is the importance of time. Without the QoE, I would not have found the time during day to day business that is needed to consider the relevant, timely and strategic topics for a customer focused business. Having been involved whilst with a large telecoms provider and now with Home Group, two very different businesses, I have found great benefits from The QoE in both situations.
The QoE’s skill of bringing together the insights on customer experience from so many organisations and diverse individuals creates a compelling message of what you need to think about to be successful with your customers and business more generally.
These insights, presented expertly by the QoE fellows, now form a key part of the stakeholder and customer management training we provide across National Grid’s organisation.
Just wanted to pass on my appreciation for yesterday’s QOE session. I thought it was an excellent debate on a very current topic and I came away with many thoughts for my own area. It was a really good group of people and the level of debate was very valuable.
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, or 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, all QoE conversations include a comment sufficiently loaded with insight and meaning to revolutionise my thinking and understanding of the conversation subject. I always take away more than I bring.
Teléfonica O2 · Scottish Water · Lloyds Banking Group · Tomtom · eaga · Orange · Honda Europe · Vodafone · First Direct · Virgin Media · NHS Direct · Morgan Sindall Group · Barclays · Atos · Royal Bank of Scotland · TUI UK · TNT Express · EDF · John Lewis · Sure · British Telecom · Cisco · Legal and General · Consumer Intelligence · HSBC · Emirates
There’s always something going on. ..
It all starts with a conversation, call, email, link or tweet. Or send us a message, we look forward to hearing from you.
QoE CX - 8 August London
QoE CX - 12 September London
QoE CX - 18 October London