As customer expectations and behaviors have caused seismic shifts across entire industries and business models, companies have enhanced their focus on customer experience through front, middle and back office processes. This category will focus on how business services utilising traditional Customer Experience (CX) tools – e.g. journey mapping, design thinking – to achieve a consistent and seamless experience across all of the touch points with both internal and external customers.
This award category is focused on the strategy, methodology, benefits, and hard improvements a shared services organisation has made to improve the focus on the customer.
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