“There is a danger that we can overlook the simple things”: Customer Experience interview, Charlie Casey, Barclays

Charlie Casey, Senior Customer Experience Performance Manager at Barclays, is speaking at Ovum’s 3rd Annual CX Forum, taking place in London on 8th October. We caught up with him to talk about customer experience and his hopes for the event.

What is the most important aspect of customer experience management from your perspective?

There is a danger that we can overlook the simple things.  This starts with taking ownership of what the customer wants.  If that happens everything else falls into place on the back of the trust you have built with the customer.

What does The Customer ‘look like’, going into 2014?

The customer has choice and they can select the channel of engagement that meets their needs.  They are well informed and know where to look for further information.  They will (rightly) not tolerate poor service and they will tell others when those expectations have fallen short.  They value great service but in their eyes they don’t often receive it.

What do you hope to learn at the CX Forum?

You learn so much just by listening to what is on the minds of other organisations.  Whilst many of the challenges will be similar there are always fresh ideas and innovative approaches for looking at situations.  You always learn something new.

What will you be covering in your presentation?

I will be joining the panel discussion on voice of customer and customer feedback and some of the points on my mind include the level of response rates; how we reach the silent majority and maximising all the channels that collect feedback.

Enterprise end-users can claim a complimentary pass for CX Forum, and gain insights into Ovum’s latest research on the Customer Adaptive Enterprise. Get your pass here.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s