Page 55 - HCS-CC_TELUS
P. 55
Mapping Business Outcomes!
CMO Common Concerns • Customer Loyalty
• Customer Journey/ Experience
• Customer Analytics
Think of how the √ “Quality” objectives e.g. better CSAT scores
process owners will √ “Speed” objectives e.g. First contact resolution
measure the process √ “Dependability” objectives Customers stay!
(metrics) and think √ “Flexibility” objectives e.g. customer chooses interaction
about which metrics
we can impact with √ “Cost” objectives e.g. pro-active zero contact resolution
our solution for each
process
