Many companies have a vision for their CX organization, but wrestle to take the specific steps needed to achieve it. Luckily, there is a playbook. And it’s been right under our noses all along.
IT organizations have been delivering customer service for decades. And over that time an entire library of best practices have been developed to streamline incidents, resolve customer issues quickly, and connect departments to solve problems at their source. These are completely portable disciplines that can be applied to the CX organization to deliver better, proactive service to customers.
As a leading provider of outsourced IT and customer service powered by ServiceNow, Virteva supports thousands of end-users every single day. As a result, we have the full playbook for how to put people, process, and the ServiceNow platform to work to help you realize your vision and deliver exceptional customer service.
Virteva has a great blog post that discusses ways organizations can make themselves more customer centric including: leveraging technology, being proactive, and measuring metrics for success. Read more about Building a Customer-Centric Service Machine.
If you want to read a very informative thought leadership piece on why IT and CX teams need to be on the same page, including ways technology can enable both teams to better serve their customers, check out End the IT & CX Civil War.