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Customer Experience Management - Case analysis
1.
Customer Care and
Support Stats • Tickets Closure number Increased by 3% • TAT down by 8% • Support Cost is reduced to 2%
2.
Are you Happy?
3.
Is it what
our customer experience?
4.
Is it where
we are heading?
5.
Are our customers
really Happy? 3 out 10 customers feedback - conflicts mystery call
6.
Customer Experience (CX)
7.
Can we be
different?
8.
Ultimate Goal Transform Touch
Points Customer Habits for Ultimate Business Success
9.
Vision • “Creating Continuous
Consistent Customer Experiences” Group 6 • Rajesh T, • Dhanaraj P, • Jagan A, • Sivaramakrishnan
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