Over the last 90 days, the End User Experience (EUX) team has been building and developing resources and structures to better equip IT as we grow our culture of providing excellent customer service. Thank you for your enthusiasm about the launch of EUX. Here are more details about how you can engage with the EUX team and your role in growing a better customer culture.
An ideal IT customer experience leaves our customers feeling confident, valued, and uniquely understood because we provided services and support that are transparent, seamless and accessible.
We know we’ve succeeded when each IT team member is proactively accountable for delivering this mission and each end user responds with an understanding that IT is aligned with their specific needs.
As partners with you, here is a quick guide on how you can navigate EUX to get the resources you need for you, as you best meet the needs of your customers.
The success of this program relies on collaboration between IT, customer support, product teams and others. This is why in our next phase of the EUX program, you’ll start receiving resources such as options for micro-trainings and one-page guides for customer education. Don’t forget to visit our webpage for current resources and best practice insights.
EUX will also implement customer self-service options that will empower our end users, while promoting valuable IT services.
You may notice the launch of the EUX Navigator program this month. Business Alignment Leads (BALs), assigned to specific university zones will serve as subject matter experts in those zones. Their goal is to help customers better navigate IT services and solutions, while helping fellow IT team members better navigate two-way relationships with those customers.
EUX will continuously update and improve based on customer feedback and evolving service needs, So as always, stay tuned for more exciting developments and resources to help you provide the very best WashU IT end user experience.