Watkins started his career in market research at a few smaller companies, eventually working for the largest customer satisfaction firm, where he has implemented and developed an engagement model for some of the largest enterprise businesses in the country.
“Back in the day, they called it “customer satisfaction, ” Watkins recalled. “When it became part of the technological nomenclature, they changed the term to “client experience”.
“What I like about this role,” Watkins says, “it allows you to take one step further than just creating happy clients, it creates successful clients.” This happens in part because this role requires a high level of participation amongst other teams, and you can see how each of these teams work at a broader level to deliver a differentiated experience for all clients.”
Think of it, CS sits in the middle of these interconnected functions. So - you’re in the right position to participate, advocate, or take part in the design process and correlate the entire business strategy across these teams within the organization.