Author: Brian DeWyer
Brian DeWyer
Brian DeWyer is CTO and Co-Founder of Reveille Software. With more than 25 years of experience in technology, Brian DeWyer provides product strategy and technical leadership in his role as Reveille CTO and board member. Brian leverages his extensive knowledge from his tenure as a senior IT leader at a large FSI and previous role as a process consulting practice leader for IBM Services delivering on-premises and cloud-based solution implementations for Fortune 1000 commercial and government clients.
We’ve all heard the saying that the customer always comes first. While this is typically true, the overall experience in making this happen involves not only customers but employees involved in repetitive, time-consuming work and complex critical thinking activities to improve the full customer experience. A first step in prioritising the experience is to recognise that the interactions that take place across different channels are where total experience (TX) is realised, created from a holistic strategy bringing together the employee, customer, and user experience that leads to better outcomes, growth, and market competitiveness. In fact, Gartner1 predicts that 60% of…