Customer power is shifting, and the trajectory is dynamic. Buoyed by enhanced consumer choice and a proliferated omni-channel environment, the growing challenge calls for organizations to build customer centricity into all of their processes and to respond with more agility. To accomplish that, a “systemic approach” is key.
Even if you already have customer service and process in your blood, applying systemic thinking to your customers' interactions with your brand, just might take you to the next level of process nirvana and help unlock new value.
Customer Experience Expert, Peter Lavers, will show you why and how to apply more structure and scrutiny to the customer experience. And, how you can use the model he describes to address your top challenges.