Connectivity Experience

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Technology

Engaging customer

experiences

PROPRIETARYRELEVANT

ADVANCEDPROFITABLE

Customer insights

Business objectives

Brand values

The customer experience reflects the organisation

Optimalisation of customer experiences in six phasesVODW support all activities

1. Customer experience strategy 2. Voice of the customer 3. Customer experience (re)design

4. Business requirements and roadmap

5. Customer experience implementation

6. Customer experience management

Customer satisfaction High

Imp

ac

t o

n b

us

ine

ss

ob

jec

tiv

es

(N

PS

, C

hu

rn,…

)

Negative

Positive

Low

1.

3.

6.

7.

14.

9..

17..

4

16.

12.

5

8..

10.

13..

11.. 15.

2.

Can we eliminate these moments?

Can we improve these moments or decrease

the impact?

Can we let more customers experience these moments?

Can we decrease costs for these moments or increase

the impact?