Rolund Systems

lillian is a god fearing professional with proven customer service
traits, she’s an expert training coordinator with several years in
the service industry. she has garnered a lot of wealth in capacity
building program while maintaining professional relationships with
clients, candidates and potential candidates in and outside the
country.
putting a smile on a customer’s face and making sure return
business is confirmed are the things that keep her going every
single day at work.
lillian prides herself with hands-on experience in coordinating
multiple training events in a corporate setting,
extensive knowledge of instructional design theory and
implementation, adequate knowledge of learning management
systems, proven ability to complete full training cycle (assess
needs, plan, develop, coordinate, monitor and evaluate),
familiarity with traditional and modern job training methods and
techniques plus strong communication skills are her strengths.

CAREER EXPERIENCE AND EDUCATION
Lillian worked with Paval Consult, a training and recruitment company in Uganda prior to which she
worked with in Quick Color Print Limited, a digital printing and graphics company as a customer service
and relationship management expert.
During her previous jobs and engagements, she has acquired high level skills in planning, organizing,
networking, public speaking, public relations, conducting research, data collection and assessment.
Lillian was trained in Agribusiness, customer relationship management, skilling, computing from
Makerere University, Youth alive ministries and Kololo Secondary School in Uganda.

CX- Customer Experience?
Customer experience, also known as CX, is your customers’ holistic perception of their experience with
your business or brand.
Everything you do impacts your customers’ perception and their decision to keep coming back or not—so
a great customer experience is your key to success.
Why is CX important for your business?
Delivering a great customer experience is hugely important for any business. The better experience
customers have, the more repeat custom and positive reviews you'll receive, while simultaneously
reducing the friction of customer complaints and returns.
The benefits of delivering a great CX include:
 increased customer loyalty
 increased customer satisfaction
 better word-of-mouth marketing, positive reviews, and recommendations
All business models can benefit from improving the customer experience: subscription businesses can
increase retention and reduce churn, ecommerce marketplaces can increase repeat custom and reduce
returns, and service industries can gain recommendations and reduce complaints.
At ROLUND SYSTEMS we develop customized programs that help individuals and companies work on
specific behaviors required to deliver your company’s intended customer experience by using our
CXP (Customer Experience Professional) training model.
What is the difference between customer experience and customer service?
In short, customer service is just one part of the whole customer experience.
As we mentioned, customer experience is a customer’s overall perception of your company, based on
their interactions with it. Comparatively, customer service refers to specific touchpoints within the
experience where a customer requests and receives assistance or help—for example, calling an operator
to request a refund or interacting via email with a service provider.
In other words: CX is larger than customer service.

The business world moved from Customer Service to Customer Care and now at Customer Experience. It's very important for all businesses to consider raising the bar before cut throat competition chews the businesses.
We can help you achieve just that.