Practical Insights: Handling barriers to customer experience delivery

Practical Insights: Handling barriers to customer experience delivery

  • Broadcast: Friday 12 February 2016
  • Mike Ashton

In this month's Practical Insights webinar, Mike Ashton examines the key organisational and behavioural barriers that stop brands from delivering a seamless customer experience, including:

  • Leadership and customer-focused decision making
  • Customer-centric marketing planning
  • Collaborative working
  • Managing change
  • Developing the right capabilities
  • Converting training into improved performance

Mike considers the implications for marketers and business leaders, and offers some proven business solutions that will transform your negative customer experiences into positive ones.

Looking to learn more on this topic? Take a look at our Introduction to Customer Experience course and discover the importance of customer experience management. 

About the Speaker

Mike Ashton
Mike Ashton Course Director, CIM

Mike Ashton is former global CMO and board member of Hilton International Hotels, and previously held senior commercial positions with Procter & Gamble and Johnson & Johnson. Since 2008, Mike has run ABGC, a training and consulting practice specialising in customer experience transformation. Mike and his team work with clients in the UK, Europe and Asia, helping to identify and remove the barriers that inhibit customer experience excellence. Mike is a popular conference key note speaker in the UK, Europe, Middle East and USA, and is a Fellow of CIM.

Mike Ashton Course Director CIM

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