Rethinking Quality: are we fit for the customer’s purpose?

There is a sea-change going on in Customer Experience and Quality for customer operations. Many organisations are still stuck in a rut; changes to customer experience, when they happen are driven by other teams or by marketing. Yet among innovators, the currents of change are flowing in a different direction, propelled by a focus on the customer at all levels and a new approach to performance improvement and quality.

A colleague from my old British Airways days in the 1990s was saying many people would still regard what we did then as good practice – nearly 25 years later. How can it be, when so much else has changed, that Quality still follows the patterns set when call centres first became widely adopted?

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First published in the 2013 Best Practice Guide Putting People First.

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