Customer experience is shaped by every interaction, every decision, every process, every handoff, and every opportunity to make things easier for the people we serve.
On CX Day, we’re recognizing the work happening across FCT to better understand our customers and turn what we learn into meaningful improvements. Customer experience isn’t created by a single team or touchpoint. It’s shaped throughout the customer journey—from onboarding and deal ordering to payments and everything in between. Every employee contributes to that journey, either directly through customer interactions or indirectly through the processes, technology, decisions, and support that make those interactions possible.
Across FCT, every employee contributes to that experience in different ways, with a shared commitment to stepping up for customers, rowing together, and delivering service excellence.
Understanding an experience from the customer’s perspective can reveal opportunities that aren’t always visible from inside a process.
This year, FCT’s customer experience (CX) team, led by Tanya Fowler, Head of Customer Experience, mapped the customer journey for the ID Verification process for both legal professionals and homeowners.
The team reviewed customer feedback and identified key moments throughout the journey. It then brought stakeholders together to explore opportunities to improve the process.
This work helps bring the voice of the customer into conversations and decisions, giving teams across FCT a clearer picture of what customers experience and where working together can make a difference.
Customer feedback also helps us understand where clearer communication can improve an experience.
Enhancements to milestone notifications in the Broker Tracker are helping improve transparency, consistency, and communication at important points in the customer journey.
It’s one example of how listening to customers and working together across teams can lead to practical changes in the tools and experiences they use.
Creating better customer experiences takes all of us.
Every employee contributes to the overall experience a customer has with FCT. Some employees work directly with customers, while others support the processes, tools, and services that make those interactions possible.
That means customer experience isn’t limited to one team. It’s the culmination of the work happening across FCT and the many moments that shape how customers experience working with us.
FCT’s CX team helps connect those moments across the customer journey.
The team works across the customer journey, mapping experiences and analyzing feedback.
Its role is to listen closely, ask questions, bring people together, and turn insights into action. But delivering the experience itself is something we all contribute to.
We’re proud of the progress we’re making, and we know there will always be more to learn. By stepping up for customers, rowing together, and staying curious about how our work affects the people we serve, we can continue finding meaningful ways to improve the experiences we create for our customers.
To our customers and partners: thank you for continuing to share your experiences with us. Your feedback helps us understand what matters most, recognize what’s working, and see where we can do better.