About Ade Adeosun

Ade is Commercial Director at Nedstat, a comScore company.  He is a seasoned sales and marketing professional, and has over 14 years experience working with innovative technology solutions that enable companies, organisations and institutions to improve their online business.  Prior to joining Nedstat, which was acquired by comScore in September 2010, Ade worked at Thomson Dialog, Lloyds TSB and Sopra Group.  Ade is frequently seen at industry conferences and recent speaking engagements include Streaming Media: Europe (Measuring Success Panel) and i-com (Evolution of Site Centric Measurement).

About PANEL: What are the best ways of joining up the customer experience?

It is widely accepted that a balanced customer experience is one of the key success factors in business. What are the best ways of joining this up?

Measurement. Once you have defined the customer experience, how do you start to measure it? What are the best indicators of success? How does one channel affect another? Are you measuring the hard metrics and the soft metrics?

Tech. Is your existing technology hampering your customer experience? To what degree are legacy systems hindering your grand vision? What can you do about it?

Resourcing. Who owns the customer experience? Is there a need for a customer experience overlord? Where does such a person sit within the organisation? How much power should they be given to improve customer satisfaction? How do you make staff care about the customer experience?