{"id":11659,"date":"2022-12-12T11:06:29","date_gmt":"2022-12-12T11:06:29","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=11659"},"modified":"2026-04-03T06:41:03","modified_gmt":"2026-04-03T06:41:03","slug":"fulfilling-a-customers-needs-also-depends-on-the-process-carsten-ley","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/fulfilling-a-customers-needs-also-depends-on-the-process-carsten-ley\/","title":{"rendered":"Fulfilling a customer\u2019s needs also depends on the process: Carsten Ley"},"content":{"rendered":"

An idea is only as good as its execution. The same can be said for implementing a CX strategy, right from the first idea to an agent\u2019s interaction with a customer. Managing the project is as important as the concept and ensures a good finished product, which in this case is the customer\u2019s experience. <\/span><\/p>\n

We spoke to Carsten Ley, expert extraordinaire in project management, change management, business transformation and customer experience. After l<\/span>eading large-scale project implementation across Europe, Latin-America and Southeast Asia for companies like Deloitte, Volkswagen, Rolls-Royce and Lazada, Ley founded a management consulting firm of his own to take his method to others.\u00a0<\/span>\u00a0<\/span><\/p>\n

His firm, Asia PMO, focuses on helping companies efficiently implement company objectives, build a team-oriented environment, get clients quickly and improve customer experience. Ley is now passing his knowledge on as a certified project management professional, public speaker and podcaster. He is also an internationally known keynote speaker, management trainer and coach.<\/span>\u00a0<\/span><\/p>\n

We sat with him to pick his brain and get some of his top tips on customer experience and strategy, a subject for which he was elected as one of the <\/span>Top 150+ Global Customer Experience Thought Leaders and Influencers of 2020<\/span><\/a>. <\/span>\u00a0<\/span><\/p>\n

 <\/p>\n

Fulfill your customer needs flawlessly<\/h2>\n

Ley believes that when it comes to customer experience, there is no room for error.\u00a0 One must <\/span>anticipate the needs and issues of consulting customers based on experience and advise them before things get urgent. However, in the event that this hasn\u2019t happened yet, he has a step-by-step method.<\/span>\u00a0<\/span><\/p>\n

\u201cFirst you need to listen and understand the underlying frustration,\u201d says Ley. \u201cFix the issue as soon as possible personally, and then make sure that a similar issue will not occur within the organization again.\u201d<\/span><\/p>\n

Develop a good CX strategy<\/h2>\n

Ley also attributes good customer experience to good CX strategy. He believes that companies, especially startups, should build their teams, products, services and processes with future customers in mind.<\/span>\u00a0<\/span><\/p>\n

However, the pandemic with its requirements of social distancing and no contact eliminated the possibility of a human touch as we knew it. Ley believes that despite these circumstances, adding any sort of personal touch to an automated process is a huge plus.\u00a0<\/span>\u00a0<\/span><\/p>\n

Apart from customer centricity, Ley is also a proponent of d<\/span>eveloping a great employee experience and keeping up with new technologies and communication channels.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cIt is very important especially for frontline and customer-facing employees to have them (customers) in a situation in which they feel good and empowered to fully focus on customers,\u201d he says. <\/span>He believes that CX professionals should never stay the same and keep reinventing themselves to stay up to date<\/span><\/p>\n

Personalize the situation even when automated<\/h2>\n

One of Ley\u2019s most important rules of thumb is to remember that while AI makes lives significantly easier, one must still do their best to give their customers exactly what they want and need.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cAutomate with personalization,\u201d he says. \u201cDo not forget that you deal with individuals who have different journey and communication needs.\u201d<\/span>\u00a0<\/span><\/p>\n

With <\/span><\/i>Acefone\u2019s contact center<\/span><\/i><\/a>, you can use the best of AI to design CX that is unique to your customers. Using the manager\u2019s portal, your managers can ensure that every customer has the best experience they can have with your company. <\/span><\/i>Call us now<\/span><\/i><\/a> for a free trial and plans starting as low as $19.99. <\/span><\/i>\u00a0<\/span><\/p>\n

 <\/p>\n

\"15-day<\/p>\n

About the expert<\/h2>\n

Carsten Ley is the founder of Asia PMO, a management consulting firm specializing in project management, experience management and business management. With over two decades of experience in the field, Ley is also a keynote speaker, giving talks on the above subjects across the world. Ley is based in Vietnam from where he runs his firm.<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

An idea is only as good as its execution. The same can be said for implementing a CX strategy, right from the first idea to an agent\u2019s interaction with a customer. Managing the project is as important as the concept and ensures a good finished product, which in this case is the customer\u2019s experience. We […]<\/p>\n","protected":false},"author":53,"featured_media":26305,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[118,186],"tags":[],"class_list":{"0":"post-11659","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-customer-experience","8":"category-operations"},"yoast_head":"\nCX is Nothing Without Good Project Management: Carsten Ley<\/title>\n<meta name=\"description\" content=\"Project management guru Carsten Ley shares with us his views on CX and how the journey is as important as the output.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.acefone.com\/blog\/fulfilling-a-customers-needs-also-depends-on-the-process-carsten-ley\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" 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