Customer Experience Question:
Tell me how would you identify where the problems are in the customer experience?
Answer:
Most companies begin by mapping out the customer experience both in terms of how customers interact with the company and the internal processes designed to make the experience flow smoothly. You also have to capture all the processes that happen outside your company, with partners and out sources. Having a holistic view can reveal where failures are occurring and form the basis of the case for change.
| Previous Question | Next Question |
| Tell me where would you start to improve the customer experience from? | Tell me about the role of digital in improving the customer experience? |