Behind every great service is a great organisation - Part 6.
In this final part in the series, we look ahead at the qualities of successful organisations and how Engine can help you succeed.
Great services and experiences don't happen by accident, they need to be designed, and that takes effort, commitment and investment. To some that may seem like a cost, not a benefit, and often not a priority.
Tomorrow’s customers will demand more personal, intuitive and responsive services. They’ll expect them to be seamlessly joined-up across all of the touchpoints they interact with – online or instore, in person or assisted by AI.
Successful organisations will be those who have the empathy to understand their customers, the ambition to create a transformational vision, and the willingness to embrace new attitudes and approaches to customer experience delivery, enabled by the right capabilities and culture.
More mature organisations that have seen and seized the value are also applying Design–led approaches to improve their colleague experiences, interdepartmental services and business processes. For them, this is becoming the way they solve some of the most important challenges their businesses face.
For others, the journey is just beginning, with an increasing number of organisations looking for ways to better connect with their customers and employees, not as a nice to have, but as the driver of commercial advantage.
Many businesses have optimised their resources to maintain and improve their current systems and services. This works well when the operating conditions and the expectations of customers are stable. However, in the context of today’s ever-changing environment and with organisations facing increasingly ‘wicked’ problems, the task can become overwhelming – and that’s where we come in.
Perhaps you've recognised some of the challenges that we've highlighted over the past few weeks. If you’d like to find out more or discuss how we could help, we’d love to hear from you and if you’ve missed any previous editions, you can register and download the full story below.
Paddy Whiteway, Client Services Director +44 (0) 207 064 6868
Want the full story?
Enter your full name and email to download.