Customer Experience is about having a clear brand service promise and delivering on it. Customer loyalty is built through trust which means security and also clear, reliable processes. Lack of clear objectives, or disjointed, unstructured systems and processes, within your organisation be it in a bank, government department or commercial company can destroy that trust.
Caerlee can help. Innovative, Adaptable, Passionate, Curious. We have decades of experience:
in working with banks, government departments, and other organisations
in Design Thinking, IT program management, security, business process management, fraud risk management
in providing a voice for customers
This could involve participating in Customer Journey modelling, Design Thinking workshops, fraud management, vendor management, project management, requirements specifications, user acceptance testing, documentation preparation – anything that impacts your customer experience.. The key is an independent, unbiased and customer-centric viewpoint expressed in terms that can be understood by business and IT people.. See our Services page for details.
Ian Selbie, FCXP (CX-I), CISSP, CFE
Ian Selbie is the Director and Senior Consultant at Caerlee. See our Bio page for more.
Innovative, Adaptable, Passionate, Curious, Ian is a highly experienced leader comfortable in the C-Suite as well as delving into IT, commercial and legal details, with over 20 years’ Singapore and Asia Pacific experience proven in business development and delivery for large IT and business process engagements in security, digital banking, government and fraud prevention. Ian’s collaborative leadership style fits into multi-cultural, distributed sales, business and technical teams. Ian is a Certified Forrester Research CX Pro, Certified Fraud Examiner (CFE) by the Association of Certified Fraud Examiners, and a Certified Information Security Professional (CISSP) by (ISC)2