Natesh's Thoughts

  Customer Experience Is Not a Department. It Is the Business. Customer Experience, or CX, has become one of those terms that almost every business uses today. There are CX teams, CX platforms, CX metrics, CX consultants and entire conferences dedicated to the subject. But when I look back at my own career, I realize that customer experience has never really been about a department, a tool or even a particular metric. It is about what happens when a customer chooses to do business with you. Over the years, I have worked across customer experience, operations, support, technology, product and business management. I have seen organizations invest heavily in systems and processes, only to discover that customers were still frustrated. I have also seen relatively simple changes in the way a team communicates or solves a problem make a remarkable difference to how customers perceive a company. That is what makes CX interesting. It sits at the intersection of people, process, technology ...

INDUSTRY PERSPECTIVES | CLIENT STRATEGY & PROJECT LEADERSHIP The Human Side of Construction: Why Customer Experience Matters A practical perspective on building trust through better project management When someone builds a home, an office, or a commercial space, they are not simply buying concrete, steel, tiles, furniture, or design services. They are trusting someone with a significant amount of money, time, and often a very important part of their life. That is why customer experience matters so much in construction and interior design. A client may not remember the exact grade of concrete used in the foundation or the technical specifications of the materials behind a wall. They will remember whether their calls were answered when something went wrong, whether changes to the budget were explained clearly, whether the site was being managed properly, and whether they felt they were being looked after throughout the project. Good construction delivers a building. Good customer exp...