Making a Good Thing Better: Our New Customer Experience Organization

Workday Chief Customer Officer Emily McEvilly shares how some internal changes we’ve made and our new Workday Success Plans help drive our relentless goal of an incredible customer experience.

I was delighted Workday was recently named among the top customer-obsessed companies of 2019. We were recognized for innovation and culture, but I believe we achieved the #5 ranking because we listen to customer feedback and adapt to meet their needs. 

Sometimes this involves making bold internal changes and committing to operating differently. And that’s exactly what we’ve done. Because as customer needs evolve, how we solve them has to change too. 

So we’ve made some changes I’d like to share with you.

First, late last year we brought Professional Services, Education Services, Customer Success, and Customer Support together to form our Customer Experience organization. With each customer touchpoint under the same umbrella, we’ve broken down some of our own internal silos. This will allow us to deliver a more seamless and impactful end-to-end journey for our customers.

Second, I have a new role. I’m responsible for this new organization. And as your chief customer officer, my goal is that your experience with Workday exceeds your expectations. I’ve asked my team to focus on identifying and understanding the needs, opportunities, and challenges each of our customers face, and tailor solutions designed just for them, regardless of their size or location. 

“An amazing customer experience is one of the biggest competitive advantages a company can have."

Blake Morgan author and customer experience futurist, Forbes

And lastly, we’re already making progress. Our customers have told us they need more help keeping up with all the new features and functionality we’re delivering. So we’ve developed Workday Success Plans, which we announced at Workday Rising in Orlando. These subscription-based packages provide a mix of education, tools, and expertise to empower you to get the most out of our solutions. They include access to webinars and training, and the option to join small customer forums that foster peer-to-peer learning and networking. You’ll also receive personalized guidance from Workday experts, including answers specific to your configuration and the products you’re using. We are currently working with a group of early adopters with plans to release Workday Success Plans more broadly this year.

We want to hear from you. Ask questions. Be active on Workday Community. Tell us how things are going; the good, the bad, and the ugly. My hope is that you have a long and fulfilling relationship with Workday, getting greater value out of our solutions and an excellent experience with our team. Let’s make it happen. 

Photo: Workday Rising 2019

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