Is Your Professional Services in Alignment with Your Experience Management? Part I

Quelle: eglobalis.com

Professional Services (PS), consulting, customer sucess and any ‘’business to business’’ interaction – in the enterprise technology industry and other sectors – should be strictly aligned with your experience management approach as part of your company culture. You’ve probably already heard 1000 times that we in customer experience (CX) call these moments of truth “touch points” with our customers. During those interactions, you have the opportunity to demonstrate not just the best of your organization’s professionalism, but also your own. At the end of the day, experiences are created between individuals independently of being digital or physical.

Often, delivering PS for different kinds of sectors means interacting with customers face to face – at least in the pre-COVID-19 world. Even when delivering managed services for cloud solutions interactions still needed. Right now, many companies are working remotely to solve enterprise technology and other problems, and it is most decidedly not affecting their ability to achieve successful outcomes for their customers. In the future – whether we return to face-to-face interactions or remain digital – these remote-working experiences will serve as business cases for new delivery models for PS experiences.

In this series of three articles, I will discuss how to make sure your PS leadership leads for everyone’s success. I will also explain ways to ensure that your consulting teams, along with your Professional Services – and their delivery – embody your company culture and provide a well-designed customer experience. With the right leadership approach, you can grow your organization’s practice and team talents, resulting in revenue growth.

These articles will suggest ideas for how you can continue to provide a great customer experience while delivering your Professional Services and Consulting Services, regardless of whether it is a human or digital interaction, and at any time. Because, at the end of the day, it’s important to deliver not just the value that was expected and agreed upon in the Statements of Work and the Service Level Agreements, but also a great experience.

Today we will discuss the human side of PS, what can really differentiate your PS, and your consulting experience. In the coming weeks, we will examine delivery, measurement, PS tech content, customer sucess and more.

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