While more than 80% of executives say they want to be “customer focused” or deliver a ‘great customer experience,’ relatively few companies are able to translate these aspirations to the bottom line. CustomerThink research has uncovered the organization practices of companies able to gain a competitive edge and drive quantifiable benefits from Customer Experience initiatives. This session will focus on the top three practices that separate business performance Leaders from Laggards.

About Bob Thompson
Bob Thompson, an international authority on customer-centric business management, has researched and shaped industry trends since 1998. He is founder and CEO of CustomerThink Corporation, an independent research and publishing firm, and founder and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and implement customer-centric business strategies.

An author, keynote speaker and noted expert on business management trends, he has been a thought leader in customer-centricity for nearly two decades. His new book Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies reveals the best practices of leading customer-centric firms.

Mr. Thompson was also co-author of The Blueprint to CRM Success and author of the ground breaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.” His most recent research on “Leadership Practices for Customer-Centric Business Management” revealed the organization “habits” that differentiate business Leaders from Laggards.

Mr. Thompson is a past board member of the Customer Experience Professionals Association. He currently serves on the Editorial Board of the Journal of Customer Value and as an Advisor to the Customer Value Creation International non-profit association.
Before starting his firm, Thompson worked in the IT industry for fifteen years. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. He earned a Bachelor of Science in Mathematics and an MBA at University of California, Irvine.

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