Customer interaction management
Customer interaction management is fundamental to properly enacting the organisation’s vision and strategies for customer experience.
In essence it ensures that the right governance and management structures are in place to enable the organisation’s journey towards a fully predictable experience for the customer to be achieved.
Our approach to providing strong interaction management has two distinct parts:
- How: A definition of ‘how’ management will take place
through the development of a governance model - What: A definition of ‘what’ needs to be managed
through the identification of the customer ‘touch-points’
with the organisation
This is achieved by:
- Development of customer experience governance:
We work with the organisation to develop a governance
framework which acts both strategically and operationally to embed customer experience principles into business as usual activities. - Establishment of 'touch-points': In a multi channel organisations customers have a number of ways to make contact, establishing a positive, common rational and emotional experience across these ‘touch-points’ is key to achieving a full predictable experience.
