Who is an interface customer

For these reasons, organizations are searching for new and innovative ways to connect with their customers and gain an edge over their competitors. Despite this emerging collaborative approach, one of the most common roadblocks that companies still encounter is the lack of alignment of corporate strategies with customer expectations. OneDesk connects customers, business partners and employees to the product and service development process.

We are experts in customer experience management. We offer a communications network, hosted contact center technology, and customer engagement platform that can be integrated to manage every aspect of the customer life cycle in any communications channel. USAN can help you to continually improve customer relationships and build a network of loyal customers.

Contact us today for further information. In traditional organizations, new technology is acquired and processes are improved in the name of effectiveness and efficiency, believing these to be the answer to more value for the customer.

While such efforts are well intended, the resulting improvements do not always translate to visible and meaningful outcomes for the customer. If we are going to start managing the customer interface then we need to move away from a technical to a customer focus. Frameworks tend to cover structure, roles and processes, which is all legitimate. Integrating soft skills around the ITIL framework produces the desired outcome of structured service delivery whilst maintaining a customer focus.

Many IT organizations tend to think the customer interface is about their break-fix, service support efforts, creating self-service portals or acquiring the funding to develop a service catalogue, but there is much more to it than that. So how do we begin to break the mould? We need to consider the practices that are right for our organization and start adapting them to the job at hand, focusing on continual service improvements over time.