Operations/Service Delivery

Customer Insights & Feedback: Specific, timely, and contextual feedback on service delivery quality. They need to understand customer pain points related to speed, communication, consistency, and the success of service interactions.

Journey Mapping Contributions: Clear visualisation of the service delivery journey from the customer's perspective, highlighting points of friction, excessive effort, or communication black spots that Operations can directly address.

Advocacy for Customer Needs: Translating customer sentiment (e.g., "the process is confusing") into actionable operational problems (e.g., "we need to simplify the three-step verification process"). CX advocates for what "good" feels like to the customer.

Process Improvement Suggestions: Partnering with Operations to conduct root cause analysis on customer-reported service failures, providing the "customer view" to help diagnose why a process failed, not just that it did.

Data & Analytics: Data on the primary drivers for service-related contacts (e.g., "Where is my delivery?", "My service isn't working"), customer satisfaction scores following a service interaction, and trends in complaints linked to specific operational teams or processes.

Regular Communication Channels: Establish a weekly operational review sync to discuss performance against customer-centric metrics. Use a shared Slack/Teams channel for real-time alerts on widespread service issues.

Joint Initiatives & Projects: Collaborate on process improvement projects, using methodologies like Kaizen or Six Sigma, where CX provides the customer problem statements and Operations provides the process expertise. Jointly develop customer communication templates for service outages.

Data Sharing & Reporting: Provide Operations with a dashboard showing key service metrics like First Contact Resolution, SLA adherence from the customer's perspective, and CSAT by issue type. Share regular thematic reports on service feedback.

Cross-Functional Training/Workshops: Offer "Customer Empathy" training for front-line operational teams, focusing on communication and setting expectations. Arrange for CX team members to shadow operational processes to better understand constraints.

Attending Their Meetings: Sit in on daily operational huddles or weekly incident review meetings to provide the customer's perspective on service performance and the real-world impact of incidents.

Active Listening & Empathy: Recognise the pressure Operations is under to maintain stability and efficiency. Frame CX data as a tool to help them prioritise efforts and secure resources for improvements.

"What is the single biggest operational challenge that, if solved, would have the greatest positive impact on our customers?"

"How can we present customer feedback data in a way that helps you pinpoint the exact process or touchpoint that is failing?"

"Which service level agreement are you most concerned about, and how can customer insights help you better predict and manage performance against it?"