Great Expectations

Customer experience — the only differentiator? We see an increasing focus in both private and public sectors not only on what consumers get from an interaction but on how they feel about it. Organisations have been investing heavily to understand and improve what their customers experience because they believe this can make them different to their competitors. Our research has identified five pillars of customer experience. It’s our opinion that all of these must be in place if this investment is to be worthwhile.

Great Expectations - Customer Experience   PDF [536KB]

Whose opinion?

Ann Sinclair

Ann has led our customer experience programme since it was established. She has worked with our clients on the issues they face in providing their customer experience and has led our research initiatives to better understand the role of technology in delivering it. Ann has more than twelve years experience working in sales and marketing in Europe and Asia, in telecoms and IT services. She enjoys running and pilates. One of her proudest achievements in recent years was running the Loch Ness marathon in less than four hours – and being able to face the gym again just three days later. ann.sinclair@uk.fujitsu.com

Mark Nicholls

Mark heads our customer experience practice. He has over 20 years experience in developing and implementing customercentric business strategies in both private and public sectors. At Fujitsu, Mark is developing a business consulting and BPO practice that will help businesses to focus on differentiation through customer experience. Before joining Fujitsu, he developed corporate transformation programmes for high profile organisations that measurably improved how they market and sell to, and how they service, their customers. Outside of work, he is learning to play tennis and golf having never played either until a year ago. mark.a.nicholls@uk.fujitsu.com