Looking back, Dan Lawrence, IT Services Deputy Director, brought Customer Experience (CX) to the University when he joined in late 2015, making it one of our key strategic priorities. With help from Cathie Dingwall, Deputy Head of Service Management and Liz Simcox, Head of the ITS Project Office, an initial ITS CX programme of activity soon began to take shape. By the end of 2016, Kim Yeandle-Hignell, CX … Continue reading “IT Services Customer Experience at the leading edge of CX among universities”
Tag: CX
IT Services Communications: Supporting the customer experience
In order to build a strong IT Services Customer Experience (ITS CX) programme, it is essential that we improve our internal and external communications. Although we are all communicators, clear processes need to be in place to ensure our communications are targeted, measured, tracked and ‘best practices’ are followed. The ITS CX and Communications team … Continue reading “IT Services Communications: Supporting the customer experience”
IT Services Customer Experience: Keeping you in the loop
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 … Continue reading “IT Services Customer Experience: Keeping you in the loop”
IT Services Customer Experience and Communications: Building foundations
IT Services (ITS) Customer Experience (CX) Over the past eight months, we have been developing the foundations of the CX programme, ensuring ITS staff have a common understanding of what it is, and why it is one of our strategic priorities. We have also been looking at the best solution to analyse customer feedback and … Continue reading “IT Services Customer Experience and Communications: Building foundations”
Customer Experience: Small steps, Big rewards
In our last blog post, we provided an overview of customer experience (CX), highlighted why it is one of our strategic priorities, and explained how we will bring it to life across IT Services (ITS). Since then, we have made good progress however, it is important that we continue to take a slow and steady … Continue reading “Customer Experience: Small steps, Big rewards”
Customer Experience is all about people and human interactions
In October 2016, we announced our initial plans for IT Customer Experience (CX). We’d now like to take this opportunity to review what CX is, why it is one of our strategic priorities, and update you on how far we’ve come in just a few months. What is CX? There are varying definitions, but simply … Continue reading “Customer Experience is all about people and human interactions”
We’re becoming far more customer-focused
Message from Daniel Lawrence, Deputy Director IT Services: As we start the new academic year, it is important to remember that we have a huge role to play in the success of staff and students across the University. We enable students to stay connected and staff to develop new ways of working, while powering research that … Continue reading “We’re becoming far more customer-focused”