REAL PEOPLE REAL STORIES

HORST FELDHAEUSER . LEANNE KHOR

DRIVING CULTURAL CHANGE THROUGH A LIVE CUSTOMER EXPERIENCE PROGRAM

LISTENING TO THE CUSTOMER IS WHERE IT ALL STARTS

SO HOW DID WE APPROACH IT? CENSUS TAILORED LIVE

WE CAN STOP ISSUES IN ITS TRACKS

“I CAN’T BELIEVE YOU CALLED ME!”

AND DRIVE A DAILY FOCUS ON CUSTOMER EXPERIENCE

LIVE CUSTOMER DASHBOARD LET’S HAVE A LOOK

THE RECIPE FOR SUCCESS COMES FROM

STAFF ENGAGEMENT

UPFRONT

THERE WERE ALSO SOME UNEXPECTED WINS

WHAT DID WE LEARN? IMMERSE YOURSELF, SCALEABILITY OF DESIGN

LISTEN HARD, LISTEN REGULARLY, LISTEN WELL

KEY TO SUCCESS = GROUND STAFF

STAGED ROLL OUT

WHERE TO

FROM HERE?

FINAL WORD FROM THE CLIENT

THE CUSTOMER EXPERIENCE

PROGRAM HAS BEEN MOST

SUCCESSFUL IN ITS IMPLEMENTATION

AND ACCEPTANCE FROM OUR TEAMS,

AND THE WEALTH OF INFORMATION WE

HAVE GAINED SO FAR HAS BEEN

INVALUABLE.

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