In conjunction with the first worldwide Customer Experience (CX) Day, the Tax & Accounting business of Thomson Reuters is reinforcing and accelerating its focus on delivering an exceptional customer experience.
CX Day was created by the Customer Experience Professionals Association (CXPA), a global non-profit organization dedicated to the advancement of customer experience management practices, to recognize companies and people that are creating great experiences for customers.
“Celebrating CX Day is one of the ways we are reinforcing our commitment to creating a stellar customer experience for tax and accounting professionals,” said Tobias Lee, chief marketing officer for the Tax & Accounting business of Thomson Reuters.
With an understanding that every employee is critical to delivering a superior customer experience, last year the Tax & Accounting business created cross-functional customer advocacy teams to focus on customer needs and empower employees to make decisions that improve all aspects of customer experience. Leveraging a powerful platform and process to listen and analyze the voice of the customer in a consistent fashion, the company is able to capture and apply powerful lessons that improve future interactions with customers.
Last month, the company hosted an internal CX summit for three days where more than 100 senior leaders across the organization discussed lessons-learned and best practices around customer experience. This continuous commitment is accentuated by the following activities being promoted on CX Day:
- CX celebrations at local offices across the company.
- Conduct live webinars to update employees on results of customer experience programs to date.
- Host a contest for employees interested in becoming CXPA members.
- Promote local CXPA events and online activities.
- Celebrate customer heroes (employees who deliver excellence experiences) at Thomson Reuters Tax & Accounting offices.
- Share information regarding additional activities scheduled throughout October.
“While many organizations welcome the notion of improving the customer experience, we have taken concrete steps over the past year to establish a systematic framework and process,” added Tobias Lee. “We are supporting employees’ efforts to be innovative and responsive. We are monitoring performance, addressing problems, and candidly communicating our progress to employees and customers.”
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