Rigby to Head Evolution of Organization’s Customer Experience to Deliver Enhanced Service Excellence for Clients
Vitalyst, a global provider of client learning solutions, recently announced plans to build on its outstanding reputation of service delivery for customers. The Customer Experience (CX) philosophy has always been the linchpin of the Vitalyst strategy, and as a result, is announcing the appointment of Paul Rigby as the company’s Chief Experience Officer.
The appointment of an executive dedicated to Customer Experience serves as an opportunity for Vitalyst to differentiate themselves from the competition, maintain positive client relationships, and challenges the company to find innovative ways to continually grow and provide optimal service delivery.
In his new role as CXO, Rigby, who recently served as Vitalyst’s Senior Vice President of Operations, will be responsible for continuing to evolve and enhance how Vitalyst delivers the ultimate customer experience. This includes a re-evaluation and enhancement of all external facing processes, staff engagement practices, and how the Vitalyst team collaborates and innovates to create value for clients.
“Our employees are the foundation of our company, and they understand that helping our clients and their employees is the most important service we provide. With more than 30 years of experience in IT services and account management, Paul is uniquely equipped to understand our clients’ businesses and their needs to ensure we deliver a customer experience that leads to transformative organizational growth,” Barry O’Donnell, CEO and President, Vitalyst said.
According to McKinsey, 70 percent of buying experiences are based on how the customer feels they are being treated. And by 2018, Gartner notes that more than 50 percent of organizations will implement significant business model changes in their efforts to improve customer experience.
Because of this changing sentiment, Vitalyst recently adopted a new Customer Experience (CX) philosophy to ensure proactive and positive client relationships and experiences through enhanced, outstanding service delivery. Vitalyst’s collaborative, cross-functional, Innovation Team, Consultant Work Teams led by Performance Coaches, and a seasoned, relationship management Account Team, are all committed to investing in and helping clients implement digital technologies and transformations.
“Vitalyst is continuously evaluating and rethinking ways to create a support organization and environment that is dedicated to taking our customer experience strategy to the next level now and in the future. With a focus on keeping our customer satisfaction ratings best in class, staff turnover at low single digits and a commitment to invest in digital technologies, we are looking to create cultures where clients are our biggest advocates—and they have a desire to partner with us for their digital transformation efforts,” said Rigby.
Prior to joining Vitalyst in 2015, Rigby had an extensive career with DXC Technology (formerly CSC) as an account executive and HR executive. While at CSC, he managed and led a number of the company’s strategic global accounts in multiple industries.