SSON Glossary: Customer Experience
The totality of strategies, encounters, and procedures that comprise a business’ interactions and relationships with customers. The customer experience can include everything from pricing strategy, to the marketing and sales processes, to customer service performance, to customer retention efforts. Contact center professionals have historically focused on the customer service or customer engagement experience – an assessment of what transpires within individual customer interactions – but they are increasingly adopting a bigger picture, organization-wide view of the experience. Every potential touchpoint and interaction counts.
Empowering Excellence: Top Tips for Creating a People-Centric Approach to Continuous Improvement
April 11 by Beth Brown
SSON was joined by Ana Flávia Cavagnoli, from Johnson & Johnson. Ana’s session, “Empowering Excellence: Top Tips for Creating a People-Centric Approach to Continuous Improvement”, discussed how to kee...
Delivering an Awesome Experience With LEGO
January 03 by Beth Brown
Susana Cambeiro, from the LEGO Group, opened the CX & Service Management in Shared Services Virtual Summit. The session, Delivering an Awesome Experience: The LEGO Group’s Approach to Customer Centric...
Transforming CX and EX With Generative AI
September 27 by SSON Editor
Recapping a timely session from the IA World Series focused on how conversational and generative AI can uplift both the customer and employee experience.
(Why) Understanding Customer Sentiment is Key to Creating Better CX
July 07 by Evan Beebe
Modern consumer expectations have changed drastically over the past three years. Today’s customers expect a seamless, high-value experience, and the struggle for businesses is how to match these expec...
Delivering Good Outcomes and Fair Value for Vulnerable Customers
May 22 by Jordan Mullins
This report outlines the key requirements of the new FCA regulation, an SME interview on how technology and talent can work together to protect vulnerable customers and a playbook for identifying key...
Market Report: The Top Technologies Enabling Front-Middle-and-Back Office Integration
November 30 by Evan Beebe
The enterprise isn’t static and process management needs to have the tools that can respond to the organization as it changes. This market report will discuss the strategic benefit of combining front-...
The Fundamental Role of Digital Self-Service in The Future of Shared Services
November 22 by Jordan Mullins
This report will explore how digital self-service fits into shared services’ existing digital initiatives, and how it can take SSOs value offering to the next level.
Creating a Culture of Centricity in Shared Services with AI
November 02 by SSON Editor
Customer centricity is the new norm in shared services for driving value-add for customers. In fact, according to data from SSON R&A, 63% of SSOs and GBS in Europe are prioritizing customer centricity...
Future of Work in Shared Services: A How-To Guide on Leading With Experience in Today's New Reality
April 13 by SSON Industry Reports
Organizations worldwide have had to pivot and adjust to a “remote everything” scenario. This requires a new awareness of "customer experience"
How to Leverage AI as the 6th Sense for the Ultimate Customer Experience
January 17 by SSON Industry Reports
Customer service has not moved with the times as 'experience’ encompasses a range of behaviors that determine outcome
Successful SSC Performance: What's the Secret?
September 03 by Lee Brittain
It's still Process, Technology, Customers and People – but what does each group require?
Percentiles & Asymptotes – Shining a Light on Extremely Negative Customer Experience
February 23 by Matt Willden
Why do outliers matter? They force you to ask yourself hard questions about why a segment of your customers is having such a horrible experience with your service
