The eg Focus Group on Tuesday 16 June at Wembley Stadium focused on ‘Intelligent Customer Management’. Speakers from eg spoke about ‘One team ethos for Customer Service’ and ‘Recognising Success’, which included the launch of the eg operational excellence awards™ 2009 (open to eg clients only).

We were joined on the day by Ruth Evans from the Institute of Customer Service (ICS) who was speaking on behalf on Ted Johns, Chairman of the ICS. Ruth spoke about ‘Improving the Customer Interface’ and asked the question: “What does it really mean to be World Class?”.

The venue was fantastic and we fully recommend it for anyone planning a similar event in future. The day ended in a tour of the stadium including a visit to the players’ dressing rooms and the experience of walking the steps to the Royal seats, following the same route as many winning World Class players of the present and future when they receive their trophys and medals.

A delegate from the day said: “Really good day, the session from the Institute of Customer Services was thought provoking and prompted me to ask how to make more of our service proposition.”

If you would like to download a copy of the ICS slides, click here.