"At the Henley Centre for Customer Management we enjoy a close relationship with Vertex, our main sponsor since 2006. In that role, they are involved with our other members in defining the research priorities governing our activities and contributing to appropriate projects. As a result, they gain early access to original research papers into Customer Management best practise that underpin their position as thought leaders in the provision of customer focused solutions. I am personally also delighted to say that they work to incorporate some of the lessons we learn into their own business practises and I look forward to many more years of fruitful partnership with them."
Professor Moira Clark, Professor of Strategic Marketing at Henley Business School
The Multi-Channel Customer Experience
Henley Centre for Customer Management, 23rd April 2009
We hosted our Multi-Channel Customer Experience event at Henley Business School on the 23rd of April. Speakers included Professor Moira Clark, Henley Centre for Customer Management; Bernard Conlon, Customer Service Delivery Director, Otto; Matthew Higgins, Head of Insight, First Direct; and Philip Michell, Consulting Director, Vertex.
Please click on the following links to download the presentations.
"The 21st Century Customer and their multi-channel demands" - Professor Moira Clark, Henley Business School
"The Multi-Channel Challenge or will I need someone to answer the phone" - Philip Michell, Consulting Director, Vertex
“Delivering customer service across multiple contact channels” - Bernard Conlon, Director of Customer Service Delivery, Freeman Grattan Holdings
“Multi-Channel Service – let your customer do the talking” - Matthew Higgins, Head of Insight, first direct
Vertex Henley Regatta 2009
Managing Through a Recession - How to Deliver More with Limited Capital
For the third year running, on 3rd July 2009, Vertex hosted its annual Henley Regatta event at Henley Business School.
The 2009 theme was “Managing through a Recession – How to deliver more with limited capital”, and we were delighted to have top industry speakers from well known organizations such as Henley Business School, Home Delivery Network and Ken Tucker & Associates.
All speakers provided valuable knowledge and insight into business models that they are adopting to survive and grow in the current economic climate.
To download available speaker presentations, please use the links below
Moira Clark-Social Networking Presentation
Philip Michell- Vertex - Managing Through A Recession
About Moira Clark
Moira Clark is Professor of Strategic Marketing at Henley Business School as well as being Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and European companies. Her major area of research and consulting is in Customer Relationship Management, Customer Retention and Internal Marketing in the Service sector. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behavior and customer retention. She has published widely on this subject and is co-author of Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation.
Moira is also a judge for the prestigious Sunday Times UK Customer Experience Awards. Her new book 'Business Success through Service Excellence' examines the crucial factors needed to achieve and maintain service excellence. She is a frequent keynote speaker at many public and in-company seminars and conferences around the world. Moira joined Henley in 2005 from Cranfield School of Management. Prior to joining academia, she was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International.
Upcoming events - Vertex Henley Regatta 2010
Can You Have too Much of a Good Thing?
Thursday 1st July 2010
We are hosting our annual thought leadership event in collaboration with the Henley Centre of Customer Management, during the Henley Regatta Week on Thursday 1st July. This year's event looks at the return on investment in the customer experience and whether or not sometimes can you have too much of a good thing. For more details please visit this page for regular updates, or email us