Setup of a CX department for a multinational telco

Duration: 3 months

Location: Amsterdam

Challenge

Our client for this project was a telecommunications company with several national organizations across Europe. As the company only had customer experience teams in the individual countries, but not at headquarters, we were asked to help set up such a team. This included defining the roles and responsibilities of the team and its strategic direction in the context of the overarching corporate strategy.

Approach

🌐 Design of an engagement model with roles and responsibilities to promote effective collaboration between the central CX team and local departments

👁 Definition of strategic areas for the department and a roadmap with targeted initiatives

⭐️ Development of areas of opportunity to improve the customer experience of core products along the customer journey

🔢 Definition of a CX KPI dashboard and OKRs for performance tracking

🤝🏻 Conducting workshops with senior management to ensure alignment with key stakeholders