Post-Conference Workshops: Wednesday, 29 May 2019
Wednesday, May 29th, 2019
4:00 PM Unlocking the Power of VOC Data to Integrate Continuous Improvement of Organisation and Customer Experience
Voice of Customer data often reveals endless opportunities to improve your customer’s experience. However, it can be difficult to transform these endless amounts of data to actionable insights. At Eloquium, Effective use of the Voice of Customer Program coupled with a personalized Customer Experience has resulted in increased customer retention and a reduction in claims.
During this workshop you will:
- Learn how to identify the top initiatives your organization should focus on
- Create an actionable project charter to begin your strategic projects
- Identify key process improvements to ensure your customer has a great experience
During the workshop, participants will be taught an overview of the integration between Continuous Improvement and Customer Experience. After the overview, participants will walk through a process to identify their top improvement initiatives. Finally, participants will create a project charter to walk out the door with. This charter will be a start to their projects so they can begin improvements immediately.
Conference Day Two: Tuesday, 28 May 2019
Tuesday, May 28th, 2019
Oshkosh Corporation produce heavy machinery and supply to 20 000 customers including the Their challenge was a lack of feedback across the customer base and the need to develop a suitable customer metric, knowing NPS wouldn’t be ideal.Oshkosh leveraged text analytics and VOC to identify metric that tied to ROI and were able to reduce claims by 45% in 2 years. This session will share:
- How the Oshkosh Corporation Customer Experience program was created to leverage best business practice in ensuring it took off within the organization
- The top obstacles that were overcame to create a great customer experience
- How the organization leveraged VOC and text analytics to transform from a data rich, insight poor organization to one that has insights at your fingertips