3 ways to kickstart your cx program

10
3 Ways to Kickstart your CX Program Clint Kerekes / Amanda O’Donnell Head of Claims & Contact Centres / Head of Customer Experience Hollard Insurance

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Page 1: 3 Ways to Kickstart your CX Program

3 Ways to Kickstart your

CX ProgramClint Kerekes / Amanda O’Donnell

Head of Claims & Contact Centres / Head of Customer Experience

Hollard Insurance

Page 2: 3 Ways to Kickstart your CX Program

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Clint KerekesHead of Claims and Contact Centres

Clint Kerekes has spent 13 years across various geographies (South Africa, USA, Australia) gaining a deep understanding of the links within Insurance claims process from Lodgement through to supply chain management. His previous roles, before moving to Australia in 2011, were as COO and CFO Innovation Group in North America.

©2015 QUALTRICS LLC.

Amanda O’DonnellHead of Customer Experience

Amanda O’Donnell has held senior CX leadership roles over 5+ years in various industries including insurance, health shared services and telecommunications, B2B and B2C. She describes herself as a 'Customer Experience Evangelist' and is passionate about using CX design as a way to create mutual benefit for customers, employees and companies.

Page 3: 3 Ways to Kickstart your CX Program

Agenda

o About Hollard Insuranceo Kickstart your CX

Program1) Enlist leadership

support2) Target quick wins3) K.I.S.S!

o Q&A

Page 4: 3 Ways to Kickstart your CX Program

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About Hollard Insurance©

2015 QUALTRICS LLC.

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About Hollard Insurance©

2015 QUALTRICS LLC.

o Our company DNA compels us to strive for improvements

o Innovation ingrained in our cultureo Relatively early stages of CX maturity

+ Effortless Experience ~3 years+ Net Promoter System >1 year

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1) Enlist leadership support©

2015 QUALTRICS LLC.

Strong messages from our CEO and COO at every opportunityCX embedded as a strategic focus areaManagers provided with information and positive messaging to lead people through cultural change

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2) Target quick winsHollard’s “Shark Tank”-inspired innovation program

Open to all areas of the businessFront line encouraged to participateSupported learning opportunity

Our executive judges

Benefit to customers

Simple to impleme

nt

Benefit to

Hollard

170 ideas3 criteria

10 presentations 25 in progress 5 delivered1 winner

©2015 QUALTRICS LLC.

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2) Target quick wins©

2015 QUALTRICS LLC.

Journey map workshops to break down silos, create empathy and inspire creative thinkingQA and internal processes less internally-focused and more customer-focusedEffortless training for frontline staff

Next issue resolutionUnderstanding the customer storyPersonality matching

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3) K.I.S.S! ©

2015 QUALTRICS LLC.

Started our customer feedback program in one frontline area that was most change-ready3 question touch point survey, quick and simple closed loop process with customersChange management focus, with regular ‘huddles’ to share feedback and recognise great complimentsLearn, refine, then expand…

(Keep it small and simple first… then grow!)

Page 10: 3 Ways to Kickstart your CX Program

Q&A