What has your IT team done to bring customer experience to the forefront of your organization?

Strategy, Customer Success - Ensure our focus groups include customers, both internal and external. 

22 comments

https://www.pulse.qa

Pulse User

Ensure our focus groups include customers, both internal and external. 

Pulse User

We use visualization tools and wireframes as the start of all development, rather than just user stories or requirements with no visual element.

Pulse User

The customer is king. The more you can empower the customer to do self service, the more it benefits them and you. Empowering customers to reset passwords and request IT equipment are easy and really add value.

Pulse User

Go and do the three sales transaction to the end customer.

Pulse User

Our IT has been focused on the customer experience by integrating their needs and expectations with our current updates/rollouts. We show proof that their expectations are being realised into day to day operations. 

Pulse User

We've included customer teams in our project teams early - from the blueprint stage.

Pulse User

For our internal customers, as part of our testing, we attempt to mix in the least IT savvy testers and those who are the most critical.  Too often testers are seen as the "safe" group.  We get the best feedback from the most critical people.  

Pulse User

our biggest effort along these lines has been the creation and enhancement of a customer-facing portal. Rather than having to call in for status and reporting we are trying to make these things available at the time a customer needs with as near real-time data as possible. Additional enhancements we want to focus on include the ability to pull up contact information for specific issues, process for escalations and engagement when customers need, and in general policies customers frequently request when going through an auditory exam

Pulse User

Our IT team bring the customer experience into the organization by focusing on changing attitudes and making the customers central to our organizational value that guides behaviors and decision making and incorporate it into the way we do business. By understanding existing issues, we modify business structures and processes to address customers’ needs.

Pulse User

Everything we do from AI to business solutions.  Our organization is 100% focused on the customer experience Bc they are the most important part of our business. 

Pulse User

Direct communication and collaboration with the IT team.

Pulse User

User Centered Deisgn and Design Thinking - couple of these Agile methodologies work very well towards bringing customers to the forefront

Pulse User

Being proactive in making sure end users are productive delivering digital workflows in a cloud environment.

Pulse User

Working hard to implement windows hello which will result in a much secure and seamless to the users

Pulse User

(Re-) Established a Customer Advisory Board, ensuring that innovation investments align with the needs/outlook of our customers.

Pulse User

clear, single customer interface with end-to-end accountability;    User involved design and agile, iterative delivery approach 

Pulse User

Conduct surveys, involve all stakeholders

Pulse User

Engage customers with joint programs and have a dedicated UI/UX team that takes input from issues that arise and applies them to product.

Pulse User

Training IT staff, working with Marketing to create a better external web presence

Pulse User

Building and integrating tools that give our employees the data at their finger tips in a way that benefits our customers.

Pulse User

We have monthly interactive customer webinars that share our latest release features and roadmaps.  Casual environment promoting feedback from the actual users.  That feedback is then used to tweak in existing features or create entirely new ones. 

Pulse User

intimacy