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ALIGNING KPIs WITH KEY DRIVERS OF SUCCESSFUL CUSTOMER EXPERIENCE

ALIGNING KPIs WITH KEY DRIVERS OF SUCCESSFUL CUSTOMER EXPERIENCE. NOVEMBER 24 TH 2011 | MOSEIDSALEN | TELENOR LOCALITIES AT FORNEBU

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ALIGNING KPIs WITH KEY DRIVERS OF SUCCESSFUL CUSTOMER EXPERIENCE

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  1. ALIGNING KPIs WITH KEY DRIVERS OF SUCCESSFUL CUSTOMER EXPERIENCE • NOVEMBER 24TH 2011 | MOSEIDSALEN | TELENOR LOCALITIES AT FORNEBU • Customer experience has increasingly become important across industries to stay competitive and to securegrowth. Leading experience-centric service brands such as e.g. IKEA, Flytoget, LEGO have recognizedthe crucial value created by providing unique and memorable customer experience as the foundation of theirbusiness success. To consistently deliver experiences in the variety of touchpoints and to keep experience-centric operations in focus, the strategic role of customer experience management and aligned KPIs isfundamental in these brands. • The seminar provides an overview of relevant marketing research, best practices on service processes andcustomer experience, and the implications for KPIs. In addition, the seminar presents a model for describingand analyzing service processes to identify the key experiences drivers and how to manage and control theseactivities through KPIs. • PROGRAMME • WELCOME • Annita Fjuk (Programme Director, Telenor Group Industrial Development) • Per Egil Pedersen (Professor at NHH and Director of Center for Service Innovation, NHH) • 10.00 – 12.00 | DRIVERS OF CUSTOMER EXPERIENCES AND KPIs ALIGNED: RESEARCH AND BEST PRACTICES • Bo Edvardsson (Professor at University of Karlstad and Director of Service Research Center) • Per Kristensson (Associate Professor at University of Karlstad,and invited speakers sharing best practice • 12.00 – 12.30 | LUNCH • 12.30 -13.30 | SHARING OF KEY CHALLENGES ACROSS BANKING, INSURANCE AND TELECOM • 13.30 – 15.30 | WORK ON A SERVICE PROCESSES: HOW TO LEARN FROM BEST PRACTICE? • TAKE-AWAYS • Inspirationto develop your own ways of managing and controlling customer experiences • Model - service blue-printing - to describe a service process and identity key drivers of customer experiences • Knowledge on how to develop and use KPIs focusing on successful customer service experiences PRESENTERS BO EDVARDSSON is currently one of the world’s leading researcher and authority on service innovation. He is professor and Director of Service Research Centre at Karlstad University and professor at NHH. He is a consultant to companies such as Scania, Ericsson, Volvo, SAS and public ser-vice providers, and is a much sought out sp-eaker for international conferences on KPIs and ser-vice related topics. PER KRISTENSSON is Associate Professor atService Research Center at Karlstad Univer-sity and at NHH. His research focus is value creation, antecedents and effects of cust-omer experiences. He has received many international awards for his research within these areas, and is an experienced speaker both in academia and industry.

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