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Event Session

SMC3 Jump Start:
Back Office Mistakes that Destroy the Customer Experience 

CX Breaks in the Back Office, not at the Front Line 

Customer experience doesn’t fail because of one bad interaction. It fails because of structural gaps in areas like AR alignment, onboarding discipline, billing accuracy, workflow design, and cross-functional accountability.  In a tightening freight market, those gaps become visible quickly. 

This SMC³ Jump Start breakout session examines the top back office mistakes that quietly erode retention, delay cash flow, and undermine trust, long before a customer ever escalates an issue. 

Meet the Speakers

Back office decisions shape customer experience more than most organizations realize. In a tightening freight market, the impact of those decisions becomes visible fast.  

Hear directly from leaders at The DDC Group as they unpack the structural gaps that quietly erode retention, delay cash flow, and weaken trust, and what it takes to design systems that hold under pressure. 
Mike Campese
Mike Campese
Chief Business Officer
Shipping, Logistics, & Travel
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Leah Drake
Leah Drake
Contact Center Manager
Customer Experience
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Key Takeaways
Retention-WB

Structural Alignment Over Surface Fixes
Discover why customer experience (CX) failures often begin with AR design and operational gaps, not just frontline service. 

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Clean Versus Dirty Revenue
Learn how proper AR tagging and BOL quality analysis can protect your margins and preserve customer trust. 

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Beyond the “Happy Path”
Understand the risks of automating without a plan for exceptions and learn to build workflows that hold up under pressure. 

Back office Processing

From Transactions to Systemic Discipline
Redesign your back office to break down silos, streamline workflows, and drive lasting retention and cash flow. 

GET IN TOUCH

Contact Us To Learn How The DDC Group Can Support Your Success

Want to explore how these insights can work for your business?