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Driving Customer Experience Excellence with Vodafone HeartbeatHarry Odenhoven
Vodafone is one of the world’s largest telecoms operators
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17 countries in which we have fixed operations
52 Partner Markets
26 countries in which we have mobile operations
100 countries connected by our submarine cables
£59bn market capitalisation(September 2016)
30 countries where we offer Internet of Things services
Unifying communications
The world’s second largest mobile operator- 465m customers
13.7m fixed broadband customers- 12.6m in Europe
TV in seven markets- 9.6m customers 3
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£19bnCapEx invested
203,0002G, 3G and 4G sites added
102,000sites upgraded to high capacity infrastructure
Project Spring completedThe largest and fastest investment programme in Vodafone history
115,000mobile sites upgraded with modular base station equipment
Vodafone’s strategy
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A converged communications leaderCorefootprint
Europe, Africa and India
Number 1 or 2in mobile
Path to Unified communications
Four growth engines
• Data• Fixed• Emerging markets• Enterprise
We are also investing in customers through the Customer Experience Excellence (CXX) programme
CXX is not just about providing the best coverage and connectivity, but also about making everything about being
a Vodafone customer easier, clearer and more reliable.
Vodafone Commitment Customer Promises
C Connectivity “Network satisfaction guaranteed”
A Always in control “Cost control with no surprises”
R Reward loyalty “Extra rewards & service”
E Easy access “Always available, ask only once”
Simple and engaging communication supporting our promises
WeCARE
Vodafone Heartbeat is key for driving CXX
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Vodafone Heartbeat is live in 20 markets for Consumer, SoHo and SME customer.Enterprise touchpoints being rolled out this year.
• “TNPS should be the
heartbeat of the
company” – Paolo
Bertoluzzo, COO
• We should be able to view
TNPS in the same way we
view our share price
The benefits of a successful execution would be delivered across the whole of Vodafone Group
• Tangible symbol of the
CXX programme to show
how Vodafone values
customer feedback
• Leading technology
platform with reporting
for 1000s of employees
• One Methodology: a truly
global approach to
measure engagement with
our customers
• TNPS for all channels,
with massive survey
volumes
Last year we introduced Vodafone Heartbeat across the company, to let people know what it is and why we are doing it
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How many seconds are there in one day?
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How many seconds are there in one day?
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60 x 60 x 24 =86,400 seconds in a day
Every day we get over 100,000 surveys in Vodafone Heartbeat
So our “heart rate” is a very healthy 69 surveys per minute!
You can easily find Heartbeat, right next to our share price….
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…and the Vodafone Heartbeat app is now on our internal app store
• Single sign on login with normal Vodafone username and password
• 27,000 users and counting!
Our users love it!
Insert Confidentiality Level in slide footer 17 11 November 2016
Thank you
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