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Hi everyone, I've been doing some research using the Forum resources and community, I must say, what a fantastic source of information. I am in the process of initiating a Customer Experience Transformation Programme, I am responsible for defining and managing the Programme for Operational, Product Management...
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Erhan, your question is a good one and very relevant to many of our Service Provider and Integrator members. Redesigning processes for improved management of Customer Experience (MCE) is a very large topic and problem space, so it's challenging to answer the question in a single discussion post or document...
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An encouraging and short post on Harvard Business Review's blog related to cross-industry Customer Experience and very related to the mission of our program... "When I attended Forrester's first Customer Experience Forum last month, I was struck by two themes that recurred through both the presentations...