I have spent over 26 years in IT, much of it, meeting and working with customers. It remains the part of the job I continue to enjoy the most. I get to talk about the products we develop, the technology that goes into them, and the people who build and support them. But the most valuable parts of these meetings include feedback on the customer’s experience, and how we are doing.
This includes things users like, things they don’t, and things we are missing. The more open and transparent we can be on both sides, the better. We can then take that input and channel it back into the right parts of the organization.
The concept of understanding your customer’s experience is not a new one, and goes across just about every organization and company. So much so, a day called “Customer Experience Day” (AKA CXDay)…
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