Customer Experience Concours is a unique research and development program dedicated to enabling major corporations to improve business performance by delivering a differentiated customer experience. The program will allow a select group of corporations to collaborate with the award winning BSG Concours research team (a division of BSG Alliance) along with:

• Lou Carbone, a pioneer in leveraging customer experience as a differentiated business strategy and author of the book Clued In;
• Don Tapscott, best selling author of Wikinomics, The Naked Corporation, Growing Up Digital, and Paradigm Shift and a leading authority on strategic business trends

The Customer Experience Concours program will officially launch in June 2008 and organizations that join prior to the launch will have the opportunity to participate in a major research project titled “Leveraging Integrated Customer Analytics” that kicks off in March 2008.

Each year, the program will include the following features:

• Two major Research Projects focused on developing actionable insight, approaches, and tools that improve your ability to acquire customers and develop extended and mutually profitable relationships with them. Members will have the opportunity to shape the direction of the research and enjoy privileged access to findings, recommendations, and new management techniques as they develop. Each project will be documented in a concise research report, executive summary, and presentation deck.

Note: The first major Customer Experience Concours research project will be focused on “Moving to Next Generation Experience”

• Two 2-day Research Summits held in easily accessible locations, often academic conference centers. Each summit incorporates:
  • 1 day of discussion and application of the research project being completed
  • 1/2 day of discussion of member-generated topics related to customer experience
  • 1/2 day of discussion to shape the next topic for research
• Invitation for senior executives to attend an additional Senior Executive Summit hosted by BSG Concours.
• Access to an exclusive Collaboration Hub, a mechanism for information exchange among the community of participants and a repository of leading-edge intellectual capital.
• Six Teleconferences/Webcasts for discussion of special topics related to customer experience.
• 2 days of Individualized Support which could include guidance on customer experience-related initiatives, on-site executive briefings, or targeted research on organization-specific issues.
• Given sufficient interest, Special Interest Groups to discuss industry-specific or technique-specific customer experience issues and share experience and best practices.
• The program’s ongoing work will include development of a Field Guide to Customer Experience covering the most essential tools and approaches.

For more information on this innovative program, see the Customer Experience ConcoursBrochure.