A new era in Client Experience

 

Offering the best client experience has always been a top concern for executives. Yet, few companies deliver what would be considered an “excellent client experience.” See what’s changing.

Transcript

"The client experience is a critical part of anything that we look at any time we look at working with a vendor," says Ray Scott, COO and executive vice president, First Bank. "Our relationship with our clients is very personal. That's what being a community bank is all about. In order to give that, we need to receive that from our vendors."

"I am big on my vendors being an extension of our IT team because they hold various different keys to the success of our IT infrastructure as well as the success of our clients," says Jesus Arriaga, vice president of IT at Entravision Communications.

Whether healthcare, government, education or finance, these businesses have some complex challenges that they're dealing with. They are growing significantly. Sometimes, their technology is starting to get in front of their capabilities.

"What they're really looking for is someone who can come in, listen, understand what it is they are trying to accomplish, and take the time to help them reach the goals they are achieving," says Scott Fairchild, vice president of client experience at Spectrum Enterprise.

If Spectrum Enterprise wants to improve the client experience, it starts with what matters most to clients, whether it is in-depth interviews or ethnographic research where you really try to understand what they do on a day-to-day basis.

"Recently, someone spent a day with our network administrator just to see what a day in the life of a network administrator was," says Arriaga.

"They brought our team on site here, and when I say 'team,' I am not talking about salesmen. I'm talking about engineers who talk to our network folks. They spoke the same language. Spectrum Enterprise re-imagining the client experience is evident in what we've seen them do," says Scott.

When we think about the client, we think about ourselves. We are people helping people. Spectrum Enterprise has research professionals trained to detect emotions through the interviews, and the company has software that allows its CX team to mine for unstructured data so we can detect the emotional state of a client at any given time.

Spectrum Enterprise creates potential solutions, prototype those solutions, tests and validates them. If it isn't correct, then the company iterates until it is right.

"I am big on my vendors being an extension of our IT team because they hold various different keys to the success of our IT infrastructure as well as the success of our clients," says Jesus Arriaga, vice president of IT at TBD.

Whether healthcare, government, education or finance, these businesses have some complex challenges that they're dealing with. They are growing significantly. Sometimes, their technology is starting to get in front of their capabilities.

"What they're really looking for is someone who can come in, listen, understand what it is they are trying to accomplish, and take the time to help them reach the goals they are achieving," says Scott Fairchild, vice president of client experience at Spectrum Enterprise.

If Spectrum Enterprise wants to improve the client experience, it starts with what matters most to clients, whether it is in-depth interviews or enthographic research where you really try to understand what they do on a day-to-day basis.

"Recently, someone spent a day with our network administrator just to see what a day in the life of a network administrator was," says Arriaga.

"They brought our team on site here, and when I say 'team,' I am not talking about salesmen. I'm talking about engineers who talk to our network folks. They spoke the same language. Spectrum Enterprise re-imagining the client experience is evident in what we've seen them do," says Scott.

When we think about the client, we think about ourselves. We are people helping people. Spectrum Enterprise has research professionals trained to detect emotions through the interviews, and the company has software that allows its CX team to mine for unstructured data so we can detect the emotional state of a client at any given time.

Spectrum Enterprise creates potential solutions, prototype those solutions, tests and validates them. If it isn't correct, then the company iterates until it is right.

 

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