Episode 18: Driving Better Customer Experience (CX) with Process

 

With your own Customer Experience (CX) in mind, I would like to challenge you to think about what happens in your organisation when your customers perform the following actions:

  • Click the ‘pay’ button on your app.
  • Fill out a form on your website.
  • Call your customer call centre with a billing query.
  • Report a fault and request a technician.
  • Submit a claim
  • Send an email
  • Send a fax. (Yes, fax machines they still exist)

In this video we will apply process to an inbound email scenario to demonstrate how we can improve the end to end customer experience and provide visibility, tracking and real time notifications to customers and employees.

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