Who Owns the Customer Relationship?

As customers demand access to the business through online, mobile and physical stores, the concept of feedback has been radically reassessed and the customer relationship is becoming stretched across a range of touch points.

This Criticaleye forum, in association with IBM, considers how business leaders should approach the customer relationship and drive a better understanding of their clients, drawing on the first-hand experiences of: David Wild, Non-executive Director at Premier Foods; Dipak Jain Dean of INSEAD; Peter Horrocks, Director at BBC Global News and World Service and Bill Payne, VP, CRM & Industries, Global Process Services at IBM.