TELUS International<\/a>, which describes itself as a “customer experience innovator.” However, a conversation with CEO Jeffrey Puritt revealed they have a Customer Success mindset, coupled with strong execution. <\/p>\nPuritt says the firm starts with a goal of doing more than just supplying clients with “bums in seats,” to see “where we can offer assistance to help them achieve their objectives.” They have an “excellence team” to help with onboarding, and track success with a “health check audit” on every program and customer. Accounts are ranked on a scale of 0 to 3, where the top end of the scale means the client is using multiple solutions and considers TELUS International a trusted advisor. For example, one client started with simple in-app support for an online game but eventually was receptive to using other data analytics services that drove better success metrics. <\/p>\n
So, back to my question. Could a “customer success” mindset help improve the odds of CX success? Please share your views in the comments. <\/p>\n
\nDisclosure<\/b>: Examples in this article were drawn from discussions I\u2019ve had with vendors who reached out to me in recent weeks with briefing requests. They are not necessarily representative of all the industry activity nor should companies mentioned be considered an endorsement. Some vendors have been sponsors of CustomerThink.<\/p>\n","protected":false},"excerpt":{"rendered":"
According to CustomerThink’s recent study, just 25% of CX initiatives (funded and staffed) can claim quantifiable business value or competitive advantage. Could a “customer success” mindset help improve the odds of CX success?<\/p>\n","protected":false},"author":6436,"featured_media":886283,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[82,91,84,95,86,14,117,332],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/935448"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6436"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=935448"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/935448\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/886283"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=935448"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=935448"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=935448"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}