“Customer experience (CX) is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services. Customer experience spans the lifetime of customers’ relationships with a brand.”
What is Inspiretec’s approach to CX?
The Customer Experience department is here to manage the client relationships outside of ongoing project work. We aim to improve the customer’s experience of working with Inspiretec by providing a larger team of people that can assist with customer enquiries and issues, and by removing some of the segregation between roles (so more people are able to assist with a particular issue or enquiry).
The department is formed from the merger of the Implementation Consultant, Support and Account Management departments, with a new internal system support role being created to ensure internal tooling efficiencies, and that system maintenance tasks are moved away from the delivery teams where this is feasible.