With digital firmly at the heart of many companies business strategy, we look at why digital adoption and digital investment within the Water sector remains so low and what this means for the future relationship with the customer. I recently had the good fortune of working with a new client,
Tag: Digital Management
Historically, customer experience has always focussed on the end customer, the recipient of the service. This makes sense. When all’s said and done, like most in the industry, I prescribe to the fundamental that when it comes to delivering excellent experiences, you need to start and end with your customers.
We’ve all seen how effective queue busters are at reducing lines in supermarkets, but what role can modern-day, well designed digital customer experiences play in addressing the same challenges in our contact centres, improving efficiency and ending those lines for good! At the risk of giving away my age, many
Creating a customer journey map is a great way to understand your customers more fully. Creating the map needn’t be a complicated process, however, to ensure you get the most value out of the exercise, it is advisable to do a little planning in advance. By investing a bit more
Simply put, a Customer Journey is the route, or journey, your customers take from first identifying a need right through the successful resolution of that need and beyond. A customer journey may apply to any number of scenarios, whether it be a sales process, where sometimes the customer journey is
If you’re anything like me, you’ll cringe at the thought of digital governance. Even now, as I sit here writing this article, I feel torn making a case for something that would have, at one time reviled me. Before I start, its probably worth defining what we mean by Digital