A journey to highly commended #CX Leader of the Year 2021
With over 150 entries from across the world, Rosebella Abok from BrighterMonday made it into the Top 5 highly commended CX Leader finalists.
Identify moments of truth
Rosebella identified key moments of truth through customer journey mapping and used our survey platform to capture the Voice of the Customer. Surveys were also used to capture Voice of the Employee.
Understand customers better
Our analytical tools were used to undertake quantitative, qualitative and sentiment analysis to determine pain points. This was visualised and shared across the business to ensure a common understanding.
Drive improvements
Rollout of key initiatives:
1. Established proactive communication
2. Built CX awareness
3. Ensured CX on the board agenda
4. Introduced customer rooms, allowing teams to deep dive into customer feedback and own intended outcomes
5. Continued journey map reviews
Monitor outcomes
Various successful outcomes have had a major impact on revenue.
Congratulations on the fantastic achievement Rosebella and glad we could be a part of it! You can read the full story here.
