Imagine a former accountant leading an organization that helps banks manage regulatory compliance. You might picture a reliance on financial facts and figures making it unlikely for a customer experience program to take root. If so, then you clearly haven’t spent any time with Wolters Kluwer Financial Services.
Pete Koehn is interim president of Wolters Kluwer Financial Services’ Risk, Originations and Compliance business unit. Prior to this position, he served in both finance and operations. But both led him to appreciate the role of engaged customers and employees, and of their dual role in driving results.
Wolters Kluwer Financial Services has been growing rapidly, with some of that growth through acquisition. Shortly after Pete stepped into his current role, his Senior Director of Professional Services Darin Byrne approached him about how customer experience practices could help alleviate any customer service disruptions, while paving the way for even greater growth.
His initial response? “My immediate question was, ‘Is this a real discipline?’
Darin, a CXPA member, assured him it was, sharing maturity models and best practices, and Pete quickly bought in. Since that time, “We’ve used customer experience as a mantra – let’s understand the voice of the customer. With customer experience in mind, we’ve made changes that have really helped us with this overarching idea of getting our business to act as one.”
Three of those key changes they’ve made are in the area of structure, governance, and culture. Read more