User Experience and engagement

Forward-thinking organisations have recognized the need to create lateral touchpoints between areas within the business. For example, marketing speaking to customer service. Product speaking more with the marketing team.

They can use these relationships to build bridges between the different areas of the business and improve the user experience.

For example, if customer services receive the same complaint repeatedly, this should be highlighted to marketing and product so that they can find a way of fixing the problem in future releases. It would be a win-win situation. Less time spent by Customer Services answering the same questions, and a more efficient, useable product.

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