Request for thoughts on CX operational process improvements
Hi everyone! I have a potential client engagement, but I'm being asked to demo / reference my experience with client successes in a specific area i.e. CX - 'develop operational improvements to customer experience' My previous client work is very much around process improvements (Marketing and commercial teams), but not in the customer journey for mixed channels - think improvements for insurance customer phoning the call centre or going to a web page for info / actions to take. Can anyone offer their thoughts and experience on how to respond - I had some notes somewhere and can't find them. Typically I would speak to the process and framework I guide the team through for outcomes rather, and the benefit of having an objective view. I'd appreciate any input - I have that call in an hour, thank you!