Increasing customer demand – both in scale and complexity – led the IT organization to focus on the skills, resources and processes needed to deliver a unified customer experience across the IT portfolio. They asked us to develop an approach to improving the customer experience that would enable the team to reshape perceptions and operate as a true partner to its customers across the agency.
Collaborating with leadership, we developed a baseline understanding of IT’s customers’ view about the services they receive and identified the key customer journeys. Our team helped define IT’s CX ecosystem, develop a shared CX understanding, frame key customer touchpoints and cocreate a CX vision for the organization. Together we were able to help focus the IT team on the strategic and tactical areas of customer engagement needed to create a consistent and positive experience for their customers.