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)