Solution
Filling an (interim) CX management role to advance the CX theme in three markets: Netherlands, Germany and Sweden. The first step was the development of a customer compass, based on extensive research in collaboration with brand management. Then we further developed the governance model and new energy was brought in with an international team.
The customer compass and CX theme are further embedded within the organization through a presentation at the company-wide Summit, the internal academy including videos and e-learnings. We started setting up a measurement house and implementing an international rNPS (Net Promoter Score). In addition, we took concrete steps by mapping customer journeys, identifying and implementing specific improvement initiatives.
In this assignment, we brought together strategy and governance with a practical approach to strengthen the customer experience.
