The presentation focused on how organisations can achieve customer experience dream team in any organisation

1. Aliyu ilias
www.nigeriacustomerserviceawards.com

2. 10 Focus Area-Dream Team
• 1. We take pride in our work
• 2. We put customer first
• 3. We value team work
• 4. We strive for excellence
• 5. We act with integrity
• Aliyu ilias
• Customer serive awards Ltd

3. Customer Service Week
10 Focus Area-Dream Team
• 6. We exceed expectations
• 7. We do what is right
• 8. We show respect
• 9.We are passionate
• 10. We are dream team
Aliyu ilias
customer service awards Ltd

4. CX TEAM
•Customer
experience team
create a great
experience
through out the
customer
journey and at
every channel of
interaction.

5. JOURNEY MAPPING

6. JOURNEY MAPPING

7. The vocabulary or
jargon of a particular
subject or group of
people

8. Primary CX KPIs
• Customer
Satisfaction
• Net Promoter Score
(NPS) – both
relational and
transactional
• Customer Effort
Score

9. Team Member Responsibilities
Working with team members to
achieve daily, weekly, and monthly
targets.
Participating in meetings and
voicing concerns as well as
suggestions for improvement.
Answering or escalating concerns
and queries from clients or other
stakeholders.

10. TEAM
• T - Together
• E - Every one
• A - Achieve
• M - More

11. Let’s interact