With over 35 years of experience in the IT managed services industry, Chief Experience Officer, Jessica Carroll, is an expert on customer experience and customer success. What is Jessica Carroll’s vision for enhancing customer experience? It all starts with employees. It starts with culture. Listen to her thoughts about how she enhances customer experience at Acuative.
Transcript
An enhanced customer experience has to start with employees that are engaged and have a customer first mindset. A customer first mindset means that you proactively consider the delivery of your products and services, and the processes and communications around them from the customer's lens. Employees that understand and are committed to the company's purpose, as well as realize the importance of the role that they play in driving that purpose, are more likely to embrace the customer first mindset. With a customer first culture, the business is more likely able to provide the delightful experience that the customers desire.