Serving Certificate Holders Better: Building a More Customer-Centric FSC

FSC certificate holders find FSC complicated, resource intensive, and time-consuming – a clear barrier to scale. Recognizing the urgent need to enhance the customer experience, FSC has begun a journey toward more service orientation. This session explores FSC International’s recent work on CH value proposition, insights from a recent customer journey project, the newly set up Customer Care programme, and new ways of engaging certificate holders for testing market solutions.