Implementing a seamless customer experience transformation journey
Customer Experience Transformation Journey
Improving the customer experience has become a major component and part of today’s corporate strategy and executives are doing their best to eliminate issues and broader the customer experience transformation for better results both for the customers and for the organization.
Field Service Management and the status of customer
The field service management companies have traditionally lagged behind other industries in offering best customer service. Though there have been notable improvements and advancements through setting up call centres to back office support, the service at the level of the field service staffs has not yet achieved the same levels. It sometimes get difficult to handle so many calls simultaneously, to keep a tap of all the tickets, upload it, update it and then close it, finding and keeping all the right spare parts handy or to reach the customer’s place of service always on time.
On-boarding and Professional Services
A recent IDC research found out that nearly two-third of the CEO’s of Global 2000 companies had plans of shifting their focus from a traditional, offline strategy to more diverse and modern digital one in order to improve customer experience by the end of the year 2017. Out of all surveyed, 34% of the companies believed they will be able to fully adopt digital transformation within or in less than 12 months. The progress report by the end however showed results which said otherwise. It will be interesting to see in a few months where and what the status of these companies are and how much were they able to transform.