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The race to 50,000:Vodafone Heartbeatfrom dream to realityKevin Knowles1

One year into the Vodafone Heartbeat marathon .40MillionSurveys sent in 201627ThousandUsers on Heartbeat2220Markets Live

The goal might seem unachievable but if you prepare and trainproperly you can reach further than you ever thought possibleRunning the raceTrainingPreparation2. One version of the truth1.Define the goal and build a globalblueprint3. Think about the users(adoption, adoption, adoption!)4. Close the loop5. Root cause analysis

PreparationDefine the goal and build a global blueprint

Create the global blueprintEnsure consistent global measurement across rketsChannelsSurveyMethodsContact CentreSMSEmailIVRWebFieldServiceRetailThe blueprint has the guidance, methodology,questions and approach for all markets tofollow when deploying Vodafone Heartbeat5DigitalNetwork

The surveys are easy for the customers to answer .we get over 100,000 surveys every day!TNPSAgentSatisfaction

The surveys are easy for the customers to answer .we get over 100,000 surveys every day!TNPSAgentSatisfactionFirst Time Fix& Total FixSentimentScore

Creating a memorable identity for your programme is vitalWe ran a competition to name the new programme(previously called the “Global Touchpoint NPS One Methodology”project!!!)Over 1500 entries for a memorable identity8

TrainingOne version of the truthAdoption: Think about the users

One version of the truth means we have confidence in the results“100% Heartbeat” measured in the Medallia Health Check ensures we canincentivise frontline agents consistently and fairly on TNPS2,453,7332,095,1941,001,899206,36423Total monthly contactsRecords sent to Heartbeat(Contact Coverage 85%)Invitations Sent Out(Valid Records 48%)Completed Surveys(Response Rate 21%)Surveys per Agent per Month(based on 8,900 agents)Example using monthlydata from contact centrein one Vodafone market10?

Everyone knows about Vodafone Heartbeat!Vodafone Heartbeat launch events to raise awareness11

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Adoption of Vodafone Heartbeat is crucial to our successYou can easily find the Heartbeat score, on screens, on our intranet andthrough the Heartbeat mobile app13

We constantly monitor how many users are logging in toHeartbeat, on the web and the app. And our users love it!The target of 50,000 users based on the headcount and addressable user base in eachmarketLast quarter, 1853 people logged into Heartbeat every single working day14

Running the raceClose the loopRoot cause analysis

Linking Heartbeat to actions and root cause analysisClosing the Loop is an opportunity to learn from customers where toimprove, and reach our ambition of Zero DetractorsMeasures ofsuccess: ImprovedTNPS Higher FCR16

Closing the loop with customers is a key element of HeartbeatWe defined clear minimum standards to close the loop after the survey1. Conduct training for the people who have to close the loop2. Ensure people can allocate enough time for it3. Define clear thresholds and business rules for which customers will be followed up4. Aim to follow up with all customers who meet the criteria5. Close the loop within 48 hours of survey response6. Build a process to investigate and systematically report on root cause17

Review your performancePreparation Define the goal Build global blueprintTraining One version of the truth Adoption, adoption, adoption!Running the race Close the loop Root cause analysis18

Thank you!

through the Heartbeat mobile app 13. We constantly monitor how many users are logging in to Heartbeat, on the web and the app. And our users love it! 14 The target of 50,000 users based on the headcount and addressable user base in each . Meda