Start with the client, focus on the client, improve the client experience… but how? Doing the right thing for the client is difficult strategically, tactically and operationally; why because we can’t see all of what we do to/for and with the client. But what if we could operationally measure the client experience across channels, products, and within the “process”. If we could, and if we made it transparent, people could take action .. we could improve. Recent changes in technology, and in analytics are enabling the capability to tie data together to create insight that is very powerful. Imagine if you could see the time and effort it takes to resolve an issue, make a decision, the number of re-submits, the input quality, and the outliers that exist within the process. As leader and a person who cares about the client experience, you’d take action. You’d have to. The dialogue about the client and the process would change, performance metrics and the service levels would change, and the excuses would disappear. You’d know exactly where you were most broken and what you needed to do to fix it.  We now have the capability to digitally measure processes on an ETE basis. Today’s digital world has made this possible, you can now connect process activity to client journey’s and channel activities and use segment and profile information to take action to protect and serve your most valuable clients. Think about it!

I’m sure your competitors are!