this is how it started - medallia experience conference...levis connect with xfinity xflnityhome...
Post on 08-Jul-2020
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THIS IS HOW IT STARTED
1
.
Organize. Behave. Invest. ...differently
Organize – for action
Behave – as a team
Invest – to differentiate
.
CARES
Customer viewpoint Automation Reliability Employee empowerment Simplification
Framework that can evolve
.
Evolution from influencer.
Courage to break thru “the valley”.
Control to direct resources & programs.
Evolution. Courage. Control.
ALL EMPLOYEES (SERVICE HAPPENS WHEN THE
EXPERIENCE BREAKS)
6
60% +20
.
Journey teams and focus
On Boarding
Reliability
RepairBilling
Human/ Culture
.
25%CALL IN RATE REDUCTION
ONBOARDING JOURNEY
TELLING A NEW STORY
10
Brand Commitment = Personal Commitment
DATA, PRODUCTS, TECHNOLOGY
12
Innovate:
Tools Elevations Idea Scaling
WE RUN IT LIKE A BUSINESS …BECAUSE IT IS
.
22,000,000 VIDEO POSITIVE
CHURN
.
ONE REGION ALONE: 347 YEARS OF WAITING ELIMINATED (per month)
.
ROI POSITIVE AGAINST $300MM ANNUAL SPEND
MORE TO COME…
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