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Customer experience professionals event branches out to UK

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20th Jan 2015
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The Customer Experience Professionals Association (CXPA) has announced it will bring its successful roadshow of US-based events to the UK, on 10th February.

The UK Insight Exchange will be held at The Landmark London, bringing together customer experience professionals from across the UK to participate in a program that includes workshops and presentations from industry experts including Emma Sutton, the head of customer experience at Bank of America, Mark Davies, CEO of Grovelands and Bruce Temkin, chairman of CXPA.

The agenda will also give delegates the chance to debate various customer experience approaches in a roundtable discussion "The Journey to become a CX Leader", led by Marcio Rodrigues, customer propositions director at Vizolution.     

Founded in April 2011, the CXPA is seen as one of the leading lights in advancing customer experience, with its chief aim being to establish best practices and promote a better appreciation of the discipline of customer experience to both consumers (B2C) and to business (B2B) customers.   

While its board of directors and members have been predominately based in the US, the not-for-profit’s status is growing in the UK as customer experience becomes a more prominent focus for UK-based marketing and customer service professionals.

"The UK Insight Exchange will be an exciting opportunity for European customer experience professionals to come together and share the ups and downs of the profession we all live and breathe,” said Ian Golding, a Master of Ceremonies for the UK Insight Exchange and a member of the CXPA's UK Board of Ambassadors.

“I urge CXPA members and CX professionals in the London area to join us for this exciting inaugural event.”

Despite an increasing awareness of the importance attached to delivering better customer experiences, The Institute of Customer Service (ICS) recently announced its latest UK Customer Satisfaction Index (UKCSI) results for 2014, with the findings highlighting a continuing decline in satisfaction levels, which are at their lowest since 2010.

The ICS allude to the “rapidly changing customer environment” as a major factor in the ongoing decline, with increasing expectations said to be leaving many major brands struggling to keep pace with change and  deliver adequate customer experiences across multiple channels.

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