Customer Experience Management
Customer Experience Transformation
Consultancy Services
Defining CE strategy in a customer driven manner : commit on Customer Promises synthesized from customer inside quantitative and qualitative customer researches , defining and implementing a strategical transformational roadmap
References
Manage a multi-national Customer Experience Transformation Programm across 10 Telco operations across MENA and Asia Region: defining market specific CE strategy by conducting specific exhaustive customer inside studies (Qualitative Research: Focus Groups to identify customer expectations and performance vs. expectations, Quantitative Research: calls to prioritise the experience expectations, BoD Customer Promises workshops: to formulate our CE Strategy: customer-driven, easily understood by employees, actionable and aspirational, aligned with the business strategy), designing customer journeys (Mapping the desired customer experience on each moment of journey and determine how the promise can be brought to life), detailing key CE transformation initiatives, identified, prioritized and built into an implementation plan – resulting in improved NPS by 30% and reduced churn rate by 25% across the group. Led Group-wide “#1 in Customer Interaction Experience” program across 10 European Telcos, successfully driving to #1 in all 10 markets for digital experience, in 9 out of 10 for contact centre and 8 out of 10 for shop experience
Customer Experience Optimization
Consultancy Services
Define short-term CE Improvement plan based on a “moment of truth” analysis; Customer Journeys design to fulfill customer promises; Benchmarking Customer Journeys vs. best practices in Telecommunication Industry;
References
Analyze of “moment of truth” and define short-term CE Improvement plan in Telco in Morocco and Germany. based on a “moment of truth” analysis; Customer Journeys design to fulfill customer promises; Conduct a 6 months CE Transformation Program in Watania Telco, benchmarking customer journey vs best practices in the industry and define Customer Transformation Roadmap - 28 Improvement Projects Charts (Description, KPIs, BCases).
Customer Experience Governance
Consultancy Services
Organization, KPIs, Select and implement market research and customerfeedback management tools, Define CE Governance Processes: implement Voice of the Customer close loop
References
Set-up CE Organizations in Telcos across Europe, MENA and Asian Region, Defining the KPIs, Select and implement market research and customer feedback management tools across each and every Telco operation, implement Voice of the Customer close loop process, Run the process in Morocco, Austria and several MENA Telcos.