Process Excellence

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What is Customer Experience?
Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.

Videos

• Pankaj Aggarwal, Senior Vice President Lean Enterprise at LSG Sky Chefs, shares his views on how to create customer experience excellence at Lufthansa.

Interviews

• Doug Burgess, Senior Vice President, Xerox Corporate Lean Six Sigma, discusses how Xerox uses Lean Six Sigma to drive a more effective customer experience for its customers in order to meet these challenges and produce results for customers’ long term business goals.