The Customer Experience

16 May 2013 | Research & Business Knowledge

AURA (Association of Users of Research Agencies) recently invited the ICG to lead a seminar on 'The Customer Experience'.  ICG members Sheila Keegan, Stephen Connell, Jane Woolley, Robin Shuker and Sam Neill presented papers and led interactive sessions on: 'Understanding and shaping customer experience', 'Measurement of customer satisfaction', 'Have you ever been inspired by a number' and 'Maximising the Impact of Customer Experience Insight'.

They kindly agreed to present their papers to ICGers to a well attended afternoon event on 16th May 2013.

We are grateful to Holborn Focus and Toluna for sponsoring the event and to Toluna for offering a prize of a mini-ipad for a 'card' draw.

To learn more about the presenters please go to their pages on this website:

Sheila KeeganStephen ConnellJane WoolleyRobin Shuker and Sam Neill  

You can download the papers from the panel on the right hand side, and also listen to the audio recordings by clicking on the relevant links below..

Presentation mp3s

Jane Woolley

Have you ever been inspired by a number

Robin Shuker & Sam Neill

Real Impact requires Real Understanding in Real Time

Stephen Connell

Making customer satisfaction research less of a nuisance

Sheila Keegan

Understanding and Shaping Customer Experience