In our conversations with field services executives, it’s clear that there is a renewed focus on the customer experience and these organizations are well aware of the importance of getting the customer experience right.

The question now becomes how many organizations are actively taking the steps necessary to improve and deliver a superior customer experience that will differentiate them from the competition. Building a more tightly integrated approach to engineering the customer experience is not easy but can be done. It requires rethinking how we approach service delivery design and execution, what we measure, and how we ultimately achieve better customer outcomes.

Posted by / January 22, 2017