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At GCX, we are redefining what it means to deliver exceptional customer experience. Our innovative Customer Experience strategy focuses on improving the customer journey, ensuring that every interaction maximises value and satisfaction. By understanding and anticipating our customers’ needs, we aim to create seamless, rewarding experiences that set us apart in the industry.
Our new strategy is built around Customer Experience and Customer Success Management principles, with the following central framework:
Understanding the Customer Journey and following the shortest path to where the value is.
A dynamic view from Customer’s Perspective. Advocating recalibration to enhance the experience and ease of doing business with GCX.
Building long-term relationships, promoting a harmonious customer journey at every step.
Understanding that not all journeys are the same for all customers, GCX has defined a tiered structure to provide distinct levels of support.
Dedicated Customer Experience Manager focused on providing the best customer experience.
For those customers that require occasional specialist support for a specific requirement, they will be channelised to GCX Customer Success Management Team who will take ownership of the case until a solution or response is given to their satisfaction.
GCX Default Customer Experience which covers any customer journey with Account Management and Service Delivery Management, 24×7 Service Assurance Support (Service Desk) and access to GCX Self-serve portal.
Each Level of Support aims to help GCX customers achieve their desired outcomes by understanding what they value.
The Pearl Level is the most encompassing, and customised for:
Each Level has been thought to ensure a modern and world-class customer experience. The Coral Level aims to support customers when they need someone to help them resolve a specific requirement. The Aqua Level ensures that all customers are supported through the most important steps in their journey with GCX.
Our customer-centric approach ensures that every interaction is focused on maximising value and satisfaction. We strive to understand and anticipate our customers’ needs, providing personalised support and proactive solutions.
Join the ranks of leading businesses that rely on GCX for their critical connectivity needs. Enjoy our Customer Experience programme and discover how we can help your business achieve unprecedented outcomes and add greater value.