For the vastness of IT solutions we provide to our campuses, have we scaled our Customer Service models appropriately to adapt to this growth? And if so, how do we know our support models are working? The field of Customer Experience (CX) offers practical tools for analyzing how well our organizations keep pace with the needs of our campus customers; designing strategies to adapt our products and services accordingly; and translating customer feedback to business results.
In this session, we’ll share how we’ve started our CX journey with these concepts:
Metrics, Measurement and ROI
Experience Design, Improvement and Innovation
Voice of the Customer Insights and Understanding
Organizational Adoption and Accountability
Anyone interested in Customer Experience may attend!