SESSION 7 – CUSTOMER EXPERIENCE IS NOT JUST FOR THE TOURISM INDUSTRY
In a technology-driven SSC/GBS world, service quality is no longer a soft topic: Considering CX as an operating
must-have and a power lever
• When “acceptable” matters more than “compliant”: Processes only matter to us, stakeholders want effort,
speed and clarity
• Process excellence is worthless without service design: Green process KPIs don’t always mean customer
satisfaction
• Changing old habits: If you keep calling them „clients”, don’t be surprised if you are just a „supplier” (and
suppliers can easily be changed)
• The smartphone effect: Immediate availability, user-friendliness, self-service, after-sales, IT reliability… or
when consumer-grade experience should bleed into corporate expectations