CX expert series: Peter Wild – ANSYS
In this video, Peter Wild, Software Development Director at ANSYS gives his advice to companies planning to start a customer experience program. He explains that if businesses are going to be able to act on feedback effectively, it’s vital to bring people together from across different parts of the business. Peter explains how at ANSYS, they needed to focus on workflows and processes that touch many parts of the company, so getting buy-in from stakeholders around the company was key to their success.
Peter goes on to talk about the impact that the customer experience program at ANSYS has had on their technical support function. They were able to move from an annual tech support survey to a transaction-based approach that delivers immediate, highly granular feedback after an agent closes a case. This enables ANSYS to view feedback at an agent, team, and customer level which is vital to enable improvement efforts.
Finally, Peter talks about working with Forsta. He talks about the importance of the stable Saas platform and the benefits of the technology. He also cites the consulting capabilities of the Forsta team, noting that ANSYS has taken advantage of a review process that ensures their program is always informed by the latest best practice and uses new technologies. He also highlights the benefits of winning a Forsta ACE Award which is a great way to recognize everyone who works on the CX program.
More customer stories
Digital Diaries & Communities Capture insights in the moment of decision making. Get their input during key moments in their journey with activity-based diary entries. Build a community of your customers. Bring them together. Interact with them on your own mini social media platform. And then sit back and enjoy a priceless stream of in-the-moment […]
Top tips for choosing a focus group tool Gloves off Are you running focus groups? Got the features you need? Ten hard-hitting questions. 1. Want to avoid fiddly downloads? Forsta InterVu runs in the respondent’s browser. No plugins. No downloads. Just hit it. 2. No such thing as a free lunch? Forsta InterVu is based […]
Why qualitative wins: The future of human experience insights Why qualitative wins: The future of human experience insights The growth trifecta: why qualitative research is growing so fast Tell me more. And more. And more. We want the full story. The colors, the shapes, the sounds, and the feelings. It’s no longer enough to sift […]
Get industry insights that matter,
delivered direct to your inbox