Making a Good Thing Better: Our New Customer Service Organization

Making a Good Thing Better: Our New Customer Service Organization

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I was delighted Workday was recently named among the top customer-obsessed companies of 2019. We were recognized for innovation and culture, but I believe we achieved the #5 ranking because we listen to customer feedback and adapt to meet their needs. 

Sometimes this involves making bold internal changes and committing to operating differently. And that’s exactly what we’ve done. Because as customer needs evolve, how we solve them has to change too. 

So we’ve made some changes I’d like to share with you.

First, late last year we brought Professional Services, Education Services, Customer Success, and Customer Support together to form our Customer Experience organization. With each customer touchpoint under the same umbrella, we’ve broken down some of our own internal silos. This will allow us to deliver a more seamless and impactful end-to-end journey for our customers.

Second, I have a new role. I’m responsible for this new organization. And as your chief customer officer, my goal is that your experience with Workday exceeds your expectations. I’ve asked my team to focus on identifying and understanding the needs, opportunities, and challenges each of our customers face, and tailor solutions designed just for them, regardless of their size or location. 

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