One-stop-shop for internal customers – three customer centered roles to
enhance it

by Gabriele Wittendorfer

• Customer Engagement & Change Experts
  ensure the alignment and enabling of the ContactOne service organisation, they are the change communicators.
• Customer Insights & Analytics Experts
  give their data-ears to internal customers, they are the number crunchers in the team.
• Customer Experience Designers
  focus on service innovation, which starts with asking the right questions and ends with the evaluation of the adaption.

Having in mind that the Swiss Re Service Desk covers HR, IT, Purchase and Organizational Services for all Swiss Re employees those three roles might be a good example for new challenging functions which go along with the implementation of real digital workflows.

It’s worth reading!