How overworked tech pros can make more time for the customer
Summary
Here are their top 4 fix-it strategies "Our leadership is extremely focused on the customer and on optimizing their experience when shopping with us," says Katie Curtis, senior vice president of IT at Mattress Firm. Technology teams "have always worked to improve digital experience, but now theyre now tasked with going a step further and analyzing user needs to mitigate friction," says Kartik Chandrayana, chief product officer of Quantum Metric. Keep in mind, though, that the process of drawing closer to customers "is much more complex than it sounds -- requiring a complete mindset and organizational shift, as many businesses have traditionally kept departments siloed," says Chandrayana. "In other words, if you dont make it as easy and intuitive as possible for customers to browse and complete purchases on your app, theyll surely move on and give their business to your competitor. This requires close business partnerships, identifying smart solutions that provide positive ROI, continually improving while measuring results, and sometimes, a lot of persistence.
Classifications
AskAI Classifications
LabelsLinked Companies
