CEB Customer Contact Leadership Council

CEB Customer Contact Leadership Council is a membership for innovative customer service and support leaders who want to optimize the performance of their customer contact center and business. Our research and insights are rooted in the challenges our members deem most important and span topics that impact your organization's day to day as well as longer-term strategic initiatives. We use relationships and learnings from the best service leaders to help you and your team save time and make better decisions.

Our Research Focus

Equipping our members with strategic guidance and tactical tools on the topics most important for their function is at the heart of what we do. We don't just point to where you need to go: we provide you with a roadmap and a suite of implementation tools to get you and your team there. Key topics include:

Reducing Customer Effort

Customer Experience Improvement

Functional Planning and Execution

Outsourcing, Offshoring, and Remote Workforce

 

 

Self-Service and Multichannel

Talent Management

Technology and Infrastructure

 

It Doesn't Pay to Delight a Customer

Our Latest Research: Reducing Customer Uncertainty

In a study of thousands of customers, CEB found that there are six factors of an omnichannel service experience that matter. Of the six, proactivity and service transparency (i.e. "uncertainty") are ranked highest in priority, and have the largest impact on customer effort and loyalty.

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Take Your Service Organization to the Next Level

Our CEB Ignition™ Diagostic for Customer Contact measures performance across 25 functional activities to help service leaders identify critical gaps, prioritize areas for improvement, and create action plans to get results.

Speak with our team to learn more.

Membership Features

Research and Insight: Unique research and tools to help business leaders evaluate new issues and challenges

Proven Best Practices: Tested approaches to solving business challenges from our network of leading companies

Advisory Support: Personalized expert guidance and project support for pending decisions, new tactics, internal presentations, and other needs

Decision and Diagnostic Tools: Customized, actionable views of the most important performance metrics in your function

Peer Benchmarks: Relevant, quantitative data and analysis to help allocate resources and target areas with the highest impact

Executive Networking: On-request advice, feedback, and perspective from peer interaction with hundreds of leading executives

Live and Online Learning Events: A wide variety of events exclusively for senior executives, as well as staff training and skill development opportunities

What Our Members Are Saying

CEB provides our organization excellent research, recommendation, and tools to continually improve."

bcbs kansas

Jeanie Schuler
Director, Member Relations, BSBC of Kansas

Featured Resources

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From Our Blogs

B2B Sales: 3 Stats That Prove Customers Are Leading You On
Sales teams faced with stalling deals and shrinking margins need to realize that customer behavior is as much a factor as anything they're doing right or wrong. Three stats will help convince you. Tue Feb 21 03:00:01 EST 2017
B2B Sales: Relationships in Asia are Overrated
Relationships certainly are important to commercial deals in Asia, but sales reps also need to be able to challenge customers and teach them something new. Mon Feb 20 03:00:36 EST 2017
Customer Service: How to Write a Job Post for High-Performing Reps
It's time to throw away the template that you've used for the past decade. You don't want a rep that's a "people person" or one that's "passionate" about customer service. Fri Feb 17 03:00:15 EST 2017

In the News

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Some of Our Members