profile image
Ilaria Rispoli
Senior Software Engineer
About
She works in Workload Automation area and is leading the advocacy program for both on-premises and cloud solutions of the product in Europe, Middle East, Africa, and worldwide.
Posts by Ilaria Rispoli
article-img
Automation | August 19, 2020
Workload Automation – Customer-centric approach
A customer-centric company is more than a company that offers good customer service. Customer-centric is our HCL Software business philosophy based on putting our customers first and at the core of business in order to provide a positive experience and build long-term relationships. In today’s uncertain world, not even the best contract can capture what will change tomorrow. A contract can only convert to business advantage through a value centric relationship. In the Workload Automation family, we strongly believe in customer collaboration and we have several programs that helps us to nurture relationship with our customers and involve them in the product design and evolution. The Client Advocacy Program is aimed to accelerate customer’s success and to create strategic relationships with HCL’s technical, management and executive leaders. The mission of our Client Advocacy Program is to build a direct relationship with our customers. We really want to be able to hear their voice. The User experience (UX) design in HCL is based on the Design Thinking approach, that relies on users to stay in touch with real-world needs. We work with users to design and build the solution to their needs through continuous participation of the same users in the design process. We really want to bring the user voice in the product design and development.   What this actually means? We take care of the relationship with each customer, no matter of the program. The programs are often just the first engagement: everything can start from a specific request or by pure chance. From the very first meeting with our customer we focus on addressing her/his needs and building trust, no matter if it happens in an Ask the Expert or in a Design Thinking session. We have tons of successful stories that have started from a simple question or even complaint. The entire product team takes care of each customer by looking for the subject matter expert to answer each question. The Customer Advocates often are the first point of contact in the entire organization. They are the customer best buddy; they nurture the relationship with constant...
a/icon/common/search Created with Sketch.