verizon enterprise solutions and commonfont · 2020. 5. 1. · verizon enterprise solutions and...
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Medallia © Copyright 2017.
Verizon Enterprise Solutions and commonFont:Putting CX at the heart of organizational evolution and revolution
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Medallia © Copyright 2017. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Going from good to great How technology is changing us
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Where we started: VOC 1.0
Transactional Surveys
Relationship Surveys
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Vision: 360° view of our customers
TransactionalSurveys
RelationshipSurveys
F2Venues
Online Experience
Service Reviews
Mid-OnboardingExperience
Product Experience
Business Reviews
Social Media
Medallia © Copyright 2017. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Where we needed to go: VOC 2.0Single source of the truth
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2017+2017+20162015
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Our journey
2011
Medallia PartnershipInception
Identified Gaps/Opportunity VoC 2.0
Rebuild Begins
Awareness/Launch/Adoption
VoC 1.0 Survey Programs BAU
Organizational breadth and depthReporting and results
Data architecture design, survey design,
reporting design
IT
Product
Sales
Marketing
Client Services
Organizational alignment and contributions
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Medallia © Copyright 2017. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Representing the voice of the customer
• Positive organizational friction
• Maintain integrity of the Customer Voice
• 360o view of the good, the bad and the eye-opening
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The power of three
Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
Medallia © Copyright 2017. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
An iterative and ongoing journey
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If we keep doing what we’re doing, we’re going to keep getting
what we’re getting.- Stephen Covey
“”
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Questions?
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Let’s continue the conversation
Kara KalivodaHead of Global Voice of the CustomerVerizon Enterprise Solutions
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Thank you