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It is not about you and it is not about me...it is about the Customer. The Customer Experience matters.
What is Customer Experience (CX)?
- Interaction between an organization and a customer over the duration of their relationship.
- This interaction is made up of 3 parts.

1. The customer journey
2. The brand touchpoints the customer interacts with (Phone, E- mail, in Person, Live Chat)
Arlynne F. Smith
3. The environment the customer experiences (including digital environment)
Inside Sales M anager
- A good experience means the customer expectations were met during all the points of contact with the company.
We talk about the Voice of the Customer but how truly focused are we with customer satisfaction? We tend to view thru the lens
of the organization and how we are more internally focused. We are not thinking about what the customer is experiencing. We
focus internally on how the process is easier for Omron systems and employees. We need to change o CXur mindset and how internal
changes impact the customer down the road.
Why is Customer Experience important?
CUSTOMER EXPERIENCE
The Customer Experience is the engine for sustained growth of the business. But creating and keeping customers are not so simple.
Bad Customer Experience can decrease sales or the customer might stop buying and go to a competitor. Customers? sharing bad
experience, can quickly damage the brand thru word of mouth and social media.
Focus on What M atters
This year, OCB- AM ?s activities will center on the Customer Experience and the Organization?s Objectives.
Customer Experience - Emphasis:
- Customer Perspective: Visible Supplier Scorecard
- Customer Journey: Capture All Customer Interactions thru Experience M apping
- Force M ultipliers: Target specific improvements for the greatest impact. We need to focus on something that will make work
better in many areas of the business.
OCB- AM Objectives:
- M ake it easier for customers to do business with us
- Strike the right balance between customer experience and organizational goals
- Align people, processes, and technology initiatives with our business strategy and vision
- Standardize and streamline processes
- Eliminate pain points and non- value add activities
- Empower every person to be a change agent
- Leverage technology to its fullest potential

o Unfortunately, EM C is far behind and our success will be limited.
o One of the activities this year is to work with the OM CA Digital Customer Experience Leader for strategies and investment
Identify gaps through Customer Journey
Have major process improvements thru Business Process Improvement (BPI) training
Projects and Activities
- Spring 2019: Business Process Improvement Training for M anagers
- Summer 2019: Business Process Improvement, Phase 2
- Summer 2019: Customer Experience Workshops and Journey M apping for Design Engineers and Distribution Buyers
- Summer 2019: Proof of Concept (PoC) Presentation to Yukumoto san on Customer Experience
Looking forward to providing you updates on the various activities in the next newsletter.