The aim of the project I was recently involved in is to redefine the customer experience of the end client in the post-sales domain (especially call centre). The company started organising workshops with departments and the development of roll-out plans, but I would like to know is there some new and innovative tools to try on.
I would like to know more efficient and innovative model/ methodology how to redefine customer experience.
Before redefining customer experience, can you please define what customer experience is for your business and your product/service offering?
Before moving to innovation, you have to understand whether customer service experience is different from the total and usually automation-led customer experience.
When we are talking about customer service calls, maybe you can consider how to improve the customer satisfaction through the usual metrics NPS/response rates, etc.
But I would suggest to use ServQual in order to assess the level of customer service (which is a critical part but not the only one for customer experience) and run a gap analysis between current and desired levels.
Before innovating, make a review and see where you want to go. Innovation will come out after exhausting all current common and automated solutions.
Would that help?
Should you need any further clarifications, I am happy to review your comments.