Managing the Customer Experience

The customer experience impacts your organisation’s bottom line… and your job depends on that. Whether the desk supports internal customers or external customers, you need their loyalty. And that is exactly what a great customer experience delivers –  loyalty.

So, how do you know what the customer experience is? How do you know what to improve? How do you know what improvement looks like? How do your desk’s processes relate to your customer’s experience? How do you keep getting better?

Join Eileen O’Mahony, General Manger at WM Promus, for answers to these questions and an insight into managing customer experience at WM Promus, a UK leading consultancy.