The value of customer experience for Coca-Cola

Seth Adler

In this week’s podcast interview, the drinks manufacturer’s Senior Director of Opex discusses the importance of value for a successful opex programme, and factors attribute to this.


This week, CX Network podcast theatre host Seth Adler is joined by the Senior Director of Operational Excellence – Global Shared Services at Coca-Cola, Ted Revilock. He shares that whenever you initiate an operational excellence programme it’s very important that people believe that it’s driving value.

Revilock continues that there are innumerable ways to look at value, including P&L savings which is easiest to calculate and the one on which everyone agrees. Others are more difficult to calculate but certainly add value to the organisation, such as eliminating or mitigating risk which is much more difficult to quantify.

And so, he says, you need to find an antidote such as potential penalties, which leads to a balanced scorecard showing hard cost savings, eliminating risks and a third – increasingly important value point – improving customer experience.