designing a cx program for business results
TRANSCRIPT
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Designing a CX program for business results: 5 core competencies to live by
Customer Experience (CX) Webinar Series: How to Become a CX Leader
WEBINAR #1
Designing a CX program for business results: 5 core competencies to live by
Date: 14th February
WEBINAR #2
The Whole Experience: How Volkswagen Australia fuses
customer and employee experiences
Date: 14th March
WEBINAR #3
CX diagnostic tool: Assessing your level of CX maturity
Date: 28th March
HOUSE KEEPING
The recording and slides for today’s presentation will be made available within 24 hours.
Please use the question window to submit questions throughout the webinar. We have time designated at the end for Q&A.
Vicky KatsabarisCUSTOMER EXPERIENCE SUBJECT MATTER EXPERT, QUALTRICS
Vicky Katsabaris provides guidance to Qualtrics’ customers to help them be successful in their Voice-of-Customer (VoC) programs. Prior to joining Qualtrics, Vicky was the General Manager of Customer Advocacy strategy at Telstra. She was responsible for developing Telstra's corporate strategy for improving customer advocacy, major transformation programs and company-wide culture change. Prior to Telstra, Vicky was the Director of Customer Experience at VMware where she led the implementation of the CX program across Asia Pacific and Japan.
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Customer Experience Programs are the discipline of
embedding customer insight into every critical
decision, improving how you perform at every level of
your organisation
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• Gain executive sponsorship
• Common customer metrics• Publish CX values• Align departments
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• Capture feedback at every key touch point & moment
• Key drivers and root cause analysis
• Close the loop at scale• Manage with role-based
views of performance• Integrate with CRM and
operational processes
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• Conduct customer research to support strategic decision-making
• Measure key relationships and moments of truth
• Competitive benchmarking• Segment customers and
understand drivers of financial performance
• Drive cross-functional change
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• Collect employee feedback across lifecycle
• Understand drivers of employee engagement across all departments
• Drive improvement at every level of the organisation
• Communicate progress toward company objectives
• Empower your people with the right tools and systems
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• Maintain singular focus on data quality
• Update management views to reflect the needs of the business
• Encourage testing and research methodology best practice
• Support a culture of innovation and dynamic change
©2015 QUALTRICS LLC.
©2015 QUALTRICS LLC.
©2015 QUALTRICS LLC.
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Single platformSingle platform
Customer Outcomes of your CX Program
Improve Customer Retention & Loyalty
Increase customer share of wallet &
lifetime valueOptimise Customer
Acquisition
75% OF BUSINESS GROUPS ACHIEVED
#1 LOYALTY LEADERSHIP STATUS
Reduce Cost to Serve
Improve Brand Awareness & Equity
3.8% INCREASE IN PRODUCT REORDERS
RESOLUTION TIME FROM ONE DAY TO
ONE HOUR
DRIVING CX STRATEGY AND
BRAND COMPETITIVENESS
Leading global insurer and asset manager
The world’s largest contact lens store
Full scale window and door manufacturer
Leading provider of healthcare, financial services, and independent
& assisted living
3-POINT MARKET SHARE GAIN
Leading international wholesale provider of reinsurance
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Q&A
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Single platformeBook
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Thank you!Vicky Katsabaris
Email: [email protected]: https://au.linkedin.com/in/vicky-katsabaris-51b36b12