Transforming business with CX: IFS exec weighs in

Transforming business with CX: IFS exec weighs in

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As a company whose motto is delivering great moments of service for its customers, IFS AG has honed and expanded its CX mandate.

“I do a lot of work with the research and development team, but I also have a role that spans sales, consulting and support,” said Cathie Hall (pictured), senior vice president of experience at IFS. “So, I can really get involved in any part of the organization to enable us to deliver moments of service. I’ve got such a broad remit and really work on everything.”

Hall spoke with theCUBE industry analyst Lisa Martin at IFS Unleashed, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the importance of CX in creating tailor-made solutions that resonate. (* Disclosure below.)

Delivering impactful ‘moments of service’

Since customer experience ties into delivering exceptional moments of service, it plays a vast role in IFS’ business model. And using data pointers, the experiences team has worked to eliminate friction points for users and customers in that regard, according to Hall.

“It’s fantastic for our customers, but it’s also brilliant for our people because it’s motivating. It empowers people to be able to do a great job, which is what we all want to do,” she said.

IT buyers, and the companies they serve, prioritize seamless experiences. So, the software deployment allowing steady streams of feature additions, for example, must happen with minimal operational disruption, Hall pointed out.

Additionally, past experience in operations has allowed Hall to fit squarely into the expanded role of driving these robust solutions experiences, she added. Measuring the results and how these efforts translate to the actual customers is necessary to paint a complete performance picture.

“There are all the obvious ones like customer satisfaction score and customer effort score. We also put a lot of value into the qualitative feedback, and we use Customerville, an IFS product, to collect data on our own moments of service,” Hall concluded.

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of the IFS Unleashed event:

(* Disclosure: TheCUBE is a paid media partner for the IFS Unleashed event. Neither IFS AB, the sponsor for theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE

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