Steve Belgraver
From simply Closing the Loop to realising the Virtual Loop
Article originally published on ECXO If Continual Service Improvement were the Mind than surely Closing The Loop would be the Heart. Whereas Continual Service Improvement can be considered a numbers driven logical exercise, Closing the Loop is rooted in empathy, emotions and experience. Although the...
Customer Experience and Service Management – meeting along the Customer Journey
image source https://blog.kevineikenberry.com/communication-interpersonal-skills/finding-common-ground-leadership-and-communication-lessons-in-a-fractured-world/ Article originally published on ECXO The Customer Journey is an important common ground between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. By gaining a better understanding of…