Consistently delivering a service offering that not only matches your competitors, but delights customers and exceeds their expectation - is a company-wide undertaking, and certainly not something left to Customer Service, Marketing or IT alone to deliver. Experience Architecture provides a means to understand the customer centric, cross-functional, ‘joined up’ view of all necessary contributors to achieve outstanding customer experience.
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In progressive organisations much attention is given to a desired customer experience, with service designers fashioning digital and physical interactions to satisfy and delight. We have found there is often a disconnect between the experience vision and the ability for the organisation to execute
Customer and staff experiences are now the axis of business strategy and businesses must adapt at speed of the market to stay relevant. FromHereOn's CEO Hugh Evans sits down with Alaistair Greener of the Business Reporter as part of the 'Future of Human Capital' series hosted on the Telegraph UK.