[Article] Nurturing customer experience across the organization

July 27, 2017 Austin Herrington

Customer Experience Takes the IT Department by Storm

As a visitor to this site, you likely think about the customer experience on a daily basis. However, chances are, you used to be one of a few in your company who lived and breathed that concept. At most organizations, customer experience was something only the customer care team and marketing department worried about; most other people had probably never heard the term or would vaguely guess that it was some new, touchy-feely marketing concept that didn't impact their work.

Well, those days are long gone, because today customer experience is something that is being discussed intensely in boardrooms across every industry. As products and services in virtually every industry face commoditization, customer experience is increasingly becoming a beacon of differentiation. And that is leading to organization-wide customer experience initiatives that are reshaping every aspect of customer interactions with any company, from the pre-sale phase to product delivery to technical support to the long-term, ongoing nurturing of the customer relationship.

Technology is at the heart of many of these customer-driven initiatives regardless of the industry: accounting, equipment manufacturing, retail, legal services, food and beverage, and others. The technical requirements of these projects call for customer care and marketing team members who live and breathe customer experience to collaborate with technology team members who might only be hearing about it for the first time.

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About the Author

Austin Herrington

Austin Herrington is Vice President of Enterprise Voice Product Management for Windstream Enterprise. He oversees the enterprise product strategy and roadmap where he and his team develop, manage and market advanced products and services offered to customers nationwide, executing programs to help businesses achieve a perpetual state of winning. He was previously Director of Product Management responsible for Windstream’s Internet portfolio and value-added services. Prior to joining Windstream in 2006, Herrington was Director of Product Management for Alltel. He holds an MBA from the University of Arkansas’ Sam M. Walton College of Business.

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