Olatunji Animashaun

i am good at Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.

Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey

I also ensure regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience

Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company

Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes

Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters

Work with the technology teams to ensure a seamless brand and buying experience with the technology- be it the brand website or a self-service app