Since our last blog update in June, Building Foundations, we have made significant progress. Our goal this year has been to develop the foundations of the Customer Experience (CX) programme, ensuring everyone across IT Services has a common understanding of what it is, and why it is one of our strategic priorities.
So, where are we now?
A number of CX activities have been taking place such as; persona design and development; customer interviews (staff and students); data analysis; new CX SharePoint site (helping to share CX knowledge internally and externally); and various workshops; focus groups, and journey mapping sessions. Below is an update around some of these activities:
New! IT Services Customer Experience strategy
We are pleased to inform you that we now have a working CX strategy which will soon be available for download on the CX SharePoint site. The strategy, currently under review by the IT Leadership team, is a living document that will undergo constant modification as we continue to learn more about each area across the service from a CX perspective.
Journey mapping workshops
We are in the process of creating an IT Services ‘CX Toolbox’ for journey mapping the customer experience. The CX toolbox will not only help us when organising and running CX journey mapping workshops going forward, it will also provide you with the tools you need to run your own workshops in the future!
New! ITS Personas
We now have a set of ITS Personas, which are based on customer feedback and insight. Personas are mainly used when journey mapping however, we will continue to post new ideas and ways you can use the personas on the CX site.
CX SharePoint
As we move forward, we will continue to post CX information and useful documents on the CX SharePoint site. If you have difficulty accessing the site, please email Kim Yeandle-Hignell, Customer Experience and Communications Manager.
Challenges
We still have a number of challenges ahead due to limited CX resources available however, with the help and support of ITS staff, we are confident that we will be able to achieve our goals over time.
Questions?
For more information about IT Services Customer Experience please email Kim Yeandle-Hignell, ITS Customer Experience and Communications Manager.