My perspective on Customer Experience changed after attending the Customer Experience Program at Missouri State University. Prior to attending this course, I used to visualize Customer Experience as that single interaction that we have as consumers through the channel of our choice and also the individual interaction that the organization has with each customer. If I was asked to draw a picture that represented my mental model of the customer experience, it would have been a graphic that represented a 1-on-1 interaction. Attending this course opened my perspective on multiple fronts: 1. It is a journey that the customer experiences all the way through their engagement with the organization. 2. There are many many touchpoints that the organization has with the customer and the customer associates each touchpoint with their overall experience. 3. To best serve our customers, organizations must take stock of all the interactions with each customer on their journey. As a member of the Global Customer Experience Council at Red Hat, I am planning on bringing forward the techniques learnt during this course as part of the Capstone Project that came out of this course.
-E.G.Nadhan - Red Hat, Chief Architect and Strategist