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