It’s a tough question, but one that many organizations must consider… whose responsibility is the customer experience?
Many support teams now fall under the umbrella of “customer experience”. After all, in a digital-first world, the one and only face of the company is customer service. When else will a consumer interact with a real human being?
These one-to-one customer interactions are incredibly important. Agents have the ability to not only solve customer problems, but also build relationships and reflect the values of a particular brand. But the customer experience doesn’t stop there.
In this guide we will explore how each department within an organization fits together to create a perfect, customer-centric whole, and why the information that support teams gather can improve the entire organization. Access this e-book to learn:
- Why a customer-first mindset starts from the top down
- How to rally the entire organization for a better customer experience
- How customer service teams can drive business innovation