RXP Article
RXP AND COMXO TO PRESENT AT INDUSTRY LEADING CONFERENCE ON THE POWER OF MYSTERY SHOPPING
Press release
Datchet, 6 August 2007
RXP and ComXo today announced that Managing Directors Paul Weald and Andrew Try will be presenting jointly at the CCF Conference at the NEC Birmingham on 27th September. Their Mystery Shopping presentation will explain the power of understanding customer experience across all touchpoints into an organisation.
The role of the Mystery Shopping
Every customer initiated contact is a ‘moment of truth’ – across web, call centre, switchboard and email. Multi-channel Mystery Shopping is a powerful tool that can be used to give feedback on how each channel is performing, so that an organisation becomes consciously aware of the impact on its brand.
RXP, as an independent customer service consultancy with experience in blue chip call centre management, has ‘Mystery Shopped’ a range of leading blue-chip organisations such as Abbey, BDO Stoy Hayward, Coventry Building Society, Heath Lambert, Honda, Shell, and St James Place. With extensive experience of delivering specialist switchboard solutions from SME to multi-site blue-chip companies, ComXo brings a wealth of case studies which demonstrate how the first point of contact impacts the brand. In the presentation Paul and Andrew will share anecdotes of how these findings have been applied so that organisations become “consciously competent” in managing their customer experience.
The CCF conference
The CCF conference is Europe’s leading customer contact conference that takes place along side Call Centre Expo at the NEC in Birmingham on 26 and 27th September. Presentations are selected based on the originality of content, use of case study information and thought leadership. The presentation from RXP and ComXo is part of the ‘metrics of success’ programme track.
Paul Weald, Managing Director of RXPerience comments: “We will share with the audience some simple techniques that they can apply to ‘Mystery Shop’ their own organisation and their direct competitors. Many of these tools are available to use for free from our respective company websites.”
Andrew Try, Managing Director of ComXo comments: “We want to raise the consciousness of how each interaction, across multiple channels, and at different times of the day impacts the organisation’s overall brand perception. Only once an organisation knows what problems its customers are facing can it take steps to address them.”
Amy Scott, conference organiser for the CCF Conference comments: “This year’s conference has totally refreshed format, completely revitalised content and re-energised branding and we look forward to RXP and ComXo adding their industry expertise on 27th September”.
So if you are interested in finding out more about how RXP can help you then please Contact Us.
