Establishing a Platform for CE
Organisations are increasingly focussing on optimising the customer experience, and how they can improve in this area. However, few have established a meaningful operating platform to enable them to understand, measure, improve and manage customer experience in the context of their business model and customer environment.
Often initiatives are silo'd, fragmented and seen as too intangible from a performance perspective. Much of the work is paper or workshop based and it struggles to change behaviours and business operations. Essential information that has been captured can't be re-used and shared effectively and much of knowledge and understanding becomes diluted and ineffective.
We have developed our COA solution to specifically address this business challenge. It uniquely connects customer experience to the enterprise, enabling a common reference platform to be established that can aid insight, measure customer experience and drive changes in business operations.
Why not contact us to find out more about our COA solution and how it can support your customer centric change initiatives.