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Tag: customer experience management

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    Transitioning to streamlined digital processes for quality customer experiences

    Transitioning to streamlined digital processes for quality customer experiences

    2020 has brought about many challenges for organisations unprepared for the rapid shift to digital cloud-based processes.  As we discussed in our recent webinar on The New Normal, the organisations that were able to rapidly and smoothly shift to digital platforms for customer communications and

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 5: People and Organisation

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 5: People and Organisation

    in Tags

    Following on from People and Process Parts 1, 2, 3 and 4, in this post we’ll focus on the of key issues of PEOPLE and ORGANISATION. We observe four key areas where impediments to fluid, good practice can occur. When prudent to do so, and relevant to customer communications management processes,

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 4: Testing

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 4: Testing

    in Tags

    Following from People and Process Parts 1, 2 and 3, in this post we’ll focus on the of key issue of TESTING. Poor processes when planning, executing and reporting on testing, let alone when expediting fixes, will also hit your bottom line by hampering your ability

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 3: Requirements

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 3: Requirements

    in Tags

    Following from People and Process Parts 1 and 2, in this post we’ll focus on the of key issue of POOR REQUIREMENTS GATHERING AND MANAGEMENT. This issue will also hit your bottom line by hampering your ability to move faster and execute cheaper and better. The

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 2: Change

    Looking beyond platform – are your processes and people affecting your customer interactions? Part 2: Change

    in Tags

    Following from Part 1, in this post we’ll focus on another key issue we observe. This issue will hit your bottom line by hampering your ability to move faster and execute cheaper and better: RIGID AND LONG CHANGE PROCESSES Without simplified and workflow-supported change processes

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