IMPROVING CUSTOMER EXPERIENCE

Who: Fortune 50 computer Technology Company

What: High Performance Operational Assessment on Improving Customer Experience

Results: Comprehensive Recommendation Set and option ROI Analysis

  • Quick Wins from existing initiatives
  • Strategically align operational measures and report them with Customer Experience measures
  • Improve and leverage customer taxonomy
  • Re-engineer third party provider relationships-make a deliberate decision on where they should fall in the vendor-partner continuum

How: High Performance Assessment of Service Operations and Customer Experience Measures

  • High Performance model survey of select functions
  • Comprehensive documentation, process, and metric review
  • Organizational staff audit with targeted in depth interviews