Customer Satisfaction
Posted: Mon Jan 06, 2025 3:57 am
The team started their CX endeavor by eliminating ‚pain points‘ in the digital journey like enabling easier access or making payment adjustments. The way of working was structured in the following way: making hypotheses, prototyping solutions, validating results, and iterating through these steps by taking into account customer feedback and customer co-creation. Short sprint cycles provided flexibility to react on new findings. The team fixed the main pain points, added relevant features and as reward experienced the uplift in first resolution and thus customer satisfaction. A final big shift in performance was achieved by taking the entire digital customer journey to the next technological level, providing much better usability. A joint effort by different teams. It took exactly 19 months for the team to hit their ambitious target for the first time. The digital service equalled the excellent feedback scores of our conventional service, thus providing an excellent digital customer experience.
This is only one example we have experienced to illustrate the use case. Other transportation email list positive experiences have been made in other areas such as ecommerce/sales.
The findings confirmed our hypothesis, i.e., in an agile environment agile setups are superior to cope successfully with the speed of change.
ownership for a product with e2e accountability drives high commitment – the impact of daily and work and own decisions is experienced continuously
crossfunctional setup with all necessary skills onboard ensures holistic view on the journey, provides different perspectives for better decisions
Decision making is faster in the team being close to insight and execution.
to run short and effective sprint cycles with focus on value, IT Change capacity is fully integrated into the team
new clear roles help empowering self organizing team work of experts like the owner (WHAT) and agile master (HOW)
Considering that most of the team was new in their respective roles it has been a learning journey from scratch. Learning by doing. Starting as an organizational prototype. Of course supported by professionals from our transformation team to get going. With the challenge in mind the team turned their ownership and passion in an incredible development so far.
This is only one example we have experienced to illustrate the use case. Other transportation email list positive experiences have been made in other areas such as ecommerce/sales.
The findings confirmed our hypothesis, i.e., in an agile environment agile setups are superior to cope successfully with the speed of change.
ownership for a product with e2e accountability drives high commitment – the impact of daily and work and own decisions is experienced continuously
crossfunctional setup with all necessary skills onboard ensures holistic view on the journey, provides different perspectives for better decisions
Decision making is faster in the team being close to insight and execution.
to run short and effective sprint cycles with focus on value, IT Change capacity is fully integrated into the team
new clear roles help empowering self organizing team work of experts like the owner (WHAT) and agile master (HOW)
Considering that most of the team was new in their respective roles it has been a learning journey from scratch. Learning by doing. Starting as an organizational prototype. Of course supported by professionals from our transformation team to get going. With the challenge in mind the team turned their ownership and passion in an incredible development so far.