In this guide, written by Andy Everest, Chief Procurement Officer & Head of Service Delivery, we explore the main customer experience (CX) evaluation criteria for network buyers - and the questions they should be asking prospective suppliers. CX is often considered as being difficult to measure, but there are a number of ways in which this part of the selection process can be managed more objectively.
Main topics include:
All too frequently, companies rely almost exclusively on product and technology comparisons when selecting a connectivity provider, when the single biggest differentiator may be the overall customer experience itself. While technical capabilities are very important, they are much less of a differentiator in a commoditized marketplace.
This guide explores the key characteristics that set one provider apart from another, and help you evaluate the CX strengths of your connectivity partners – allowing you to choose a partner that you will genuinely enjoy working with.
What are the pillars of a successful customer experience program?
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