The document outlines an organization's customer experience management (CEM) approach, including the reasons for adopting CEM, key performance indicators, data collection and analysis processes, and roles and responsibilities at different organizational levels. The CEM is designed to provide better customer experiences, with net promoter score as the measure of success. Transactional and relational customer surveys are sent at different intervals to collect data on customer touchpoints. Data is analyzed and reported internally and externally. Clear action plans and incentive structures are defined for different roles to ensure the CEM approach is implemented effectively across the organization.

1. Our CEM
Why? Design Data
Collection
Analysis /
Reporting
Actions /
Operations

2. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• To provide more and better experiences
• Measure of Success: Net Promoter Score
• Key Performance Indicators:
• % promoters
• Response rate
• Cases closed / Cases Open
Leadership we need
• Long term thinking
• Action driven
• Customer oriented

3. Why? Design Data
Collection
Analysis /
Reporting
Actions /
Operations
• Surveys based on EP Flow and Programme
Definitions
• Transactional surveys for GIP/GCDP are
sent every 2 weeks per experience, on 3
touch-points: Matched, Realized, Completed
• Relational Surveys for TMP/TLP are sent
every 6 months per person.

4. Why? Design Data
Collection
Analysis /
Reporting
Actions /
Operations
• Outsourced IT platform to
survey customers and have
standard reports
• Database management by
AIESEC International

5. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
• Defined role towards customer & data
usage for every level of the organization:
MC, LC, and, AI
• Reporting (different per level)
• Internally
• Externally
• Programme Participants

6. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
For every level of the organization,
• Clear action plans based on the role
towards customer & data usage
• Defined HR structure
• Incentive systems aligned

7. Why? Design
Data
Collection
Analysis /
Reporting
Actions /
Operations
Managed by
AIESEC
International!
At all
levels!
Where the
action
happens!

8. There is nothing more difficult to
take in hand, more perilous to
conduct, or more uncertain in its
success, than to take the lead in
the introduction of a new order
of things!
(Machiavelli)

9. "For the things we have to learn
before we can do them, we learn
by doing them„ (Aristotle)
Remember, we are all in ELD
phase! „E” means, experiential!

10. Leadership

11. Even if we know, if we do
it, there is something
missing!
Change will never led by
documents, booklets, wiki, t
his session…

12. Nothing can replace your
leadership.
Your leadership is your
biggest asset, and the role of
this generation is to lead
AIESEC to be able to deliver
210,000 unique experiences!