Making the Transition from Technical Communication to Customer Experience Programme Management

(Excerpts)
I’ve been asked quite a bit about my transition from Technical Communications to Customer Experience – what’s the relevance of my skills from my previous role to my new one, what are the surprises, challenges … and so on. People who work in tech comms seem to be surprised by the change; people who work in the customer experience don’t immediately see the relevance of my previous roles. So here goes with some thoughts on this…
Then and now
I used to be Head of Technical Communications, heading up a team of technical authors in a software company. My role now – in the same software company – is Customer Experience Programme Manager, ensuring that customers have a fantastic experience of dealing with us.
The two roles are surprisingly close. Here are some similarities…
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