janet verden, perfect transaction executive, tnt
Post on 16-Apr-2017
699 Views
Preview:
TRANSCRIPT
WE WERE ON TOP OF THE WORLD
CUSTOMER EXPERIENCE NOW AT ALL TIME HIGH
HOW? We had a vision and stuck to it
We aim to be the leader in Customer Experience
we i
ntr
od
uc
ed
we a
re w
ork
ing
on
HOW? We introduced a dedicated team for the cause
DEDICATED TRANSFORMATION TEAM
BOOTS ON THE GROUND
IT’S ABOUT JOINT ACCOUNTABILITY
Initial focus on one service measure
On
Tim
e
Ge
t the
No
w,
righ
t no
w
BE PATIENT
On Time Service Performance
Index (H1)
Our service
reliability continues
to improve
2013
100
2014
102
2016 2015
104 106
2013
100
2014
123
2016
146
2015
125
Orange Experience Score
Index (H1)
Customers
value the results
of The Now
HOW? Transforming to a customer experience organisation
CUSTOMER CENTRIC PROCESSES ENABLED BY IT
EQUIP THE ORGANISATION FOR CHANGE
AN AGILE ORGANISATION
OUR JOURNEY CONTINUES
Organisations don’t change, people change thank you
top related