The Customer Experience Director at Sky Italia talks about the different ways they measure NPS and how they optimise customer interactions across touch points.
Susan Wakefield is the Customer Experience Director at Sky Italia. In this presentation at the CEM Telecoms Global Summit, she discusses:
- The transactional and journey NPS’s they use at Sky Italia
- How they integrate NPS into the KPIs and performance management structures
- The launch of speech analytics and how it has impacted the CX
- How they handle the complex number of interactions across the customer journey
- The importance of coordinating the tone of voice and message across different touch points
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- Croatia Telecom’s Secret to Delivering a Differentiated Customer Experience
- Interview with Will Gibson, Vice President – Retail at Cable and Wireless Communications
- Presentation by Stijn Martens, CMO of VikingCO
- Presentation by Jorge Mascarenhas, Head of Customer Experience at O2
- Presentation by Carlos Graham, Chief Customer Officer at ETB