Download - 3 Ways to Kickstart your CX Program
3 Ways to Kickstart your
CX ProgramClint Kerekes / Amanda O’Donnell
Head of Claims & Contact Centres / Head of Customer Experience
Hollard Insurance
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Clint KerekesHead of Claims and Contact Centres
Clint Kerekes has spent 13 years across various geographies (South Africa, USA, Australia) gaining a deep understanding of the links within Insurance claims process from Lodgement through to supply chain management. His previous roles, before moving to Australia in 2011, were as COO and CFO Innovation Group in North America.
©2015 QUALTRICS LLC.
Amanda O’DonnellHead of Customer Experience
Amanda O’Donnell has held senior CX leadership roles over 5+ years in various industries including insurance, health shared services and telecommunications, B2B and B2C. She describes herself as a 'Customer Experience Evangelist' and is passionate about using CX design as a way to create mutual benefit for customers, employees and companies.
Agenda
o About Hollard Insuranceo Kickstart your CX
Program1) Enlist leadership
support2) Target quick wins3) K.I.S.S!
o Q&A
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About Hollard Insurance©
2015 QUALTRICS LLC.
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About Hollard Insurance©
2015 QUALTRICS LLC.
o Our company DNA compels us to strive for improvements
o Innovation ingrained in our cultureo Relatively early stages of CX maturity
+ Effortless Experience ~3 years+ Net Promoter System >1 year
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1) Enlist leadership support©
2015 QUALTRICS LLC.
Strong messages from our CEO and COO at every opportunityCX embedded as a strategic focus areaManagers provided with information and positive messaging to lead people through cultural change
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2) Target quick winsHollard’s “Shark Tank”-inspired innovation program
Open to all areas of the businessFront line encouraged to participateSupported learning opportunity
Our executive judges
Benefit to customers
Simple to impleme
nt
Benefit to
Hollard
170 ideas3 criteria
10 presentations 25 in progress 5 delivered1 winner
©2015 QUALTRICS LLC.
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2) Target quick wins©
2015 QUALTRICS LLC.
Journey map workshops to break down silos, create empathy and inspire creative thinkingQA and internal processes less internally-focused and more customer-focusedEffortless training for frontline staff
Next issue resolutionUnderstanding the customer storyPersonality matching
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3) K.I.S.S! ©
2015 QUALTRICS LLC.
Started our customer feedback program in one frontline area that was most change-ready3 question touch point survey, quick and simple closed loop process with customersChange management focus, with regular ‘huddles’ to share feedback and recognise great complimentsLearn, refine, then expand…
(Keep it small and simple first… then grow!)
Q&A