The Customer Experience

Customer experience is arguably the most important aspect of service delivery. There are many factors that contribute to the customer experience, such as the happiness and wellbeing of employees within the service organisation or the capacity, reliability and availability of infrastructure that run the platforms that customers are using.
A customer will embark on a journey when engaging with the service you deliver and often experience multiple points of contact. If you get this journey right; the strategy, design and experience, it will leave customers feeling valued, gratified, and most importantly – loyal!
SDI’s team of customer experience and service design experts can provide practical advice, guidance and support to help your organisation provide a world-class customer experience for your users.
The latest Global Best Practice Standard for Service Desk (version 8) was launched in March 2019. At #SDI19 some of the lead contributors took part in a live Q&A panel about the latest changes to the Best Practice Standard. One of the key topics that came up was Managing the Customer Experience, this short, insightful recording reveals some of the key discussions on the customer experience and where this concept is headed in terms of future proofing service desk strategy:
Expert Panel

“…getting away from an activity based approach and really having a strategy to actually define what we want our customer experience to be, how we are going to deliver that, how we measure whether we’re delivering what we promised and making sure it’s consistent …”

If you’d like support with creating or updating your customer experience strategy, get in touch using the form below and we will contact you to discuss the different ways we can help!

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