I was recently hired by a CIO who had a problem with the organisation sidestepping the IT team to deliver key projects. The business “was going around us for their project delivery,” the CIO told me.
Customer complaints about telecommunications companies have reached an eight-year low, particularly in mobile services, according to new figures from the Telecommunications Industry Ombudsman (TIO).
Defence Housing Australia has increased customer satisfaction by placing its focus on the end user while developing a mobile app for its travelling employees, according to CIO Shane Nielsen.
While an increasingly common phrase in management parlance, ‘Customer Delight’ is, for the Commonwealth Bank, a real concept with hefty financial strings attached for failing to deliver on customer service standards.