Customer experience management

(new)

Ensuring the delivery of high-quality interactions and experiences that meet customer expectations across all touchpoints and channels.

(new)

Developing and executing strategies to attract, engage and retain customers through targeted communications and loyalty initiatives.

(unchanged)

Managing and operating customer service or service desk functions.

(modified)

Agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the targets.

(unchanged)

Providing a source of consistent information about available services and products to customers and users.

(new)

Conducting in-depth analysis of financial data to derive insights and support decision-making.

(new)

Gathering, analysing and interpreting data about markets, customers and competitors to inform business decisions and strategies.