𝐖𝐡𝐚𝐭 𝐢𝐬 𝐓𝐞𝐥𝐤𝐨𝐦 𝐈𝐧𝐝𝐨𝐧𝐞𝐬𝐢𝐚 𝐝𝐨𝐢𝐧𝐠 𝐠𝐫𝐞𝐚𝐭 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞?

In this episode of our 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐄𝐱𝐩𝐞𝐫𝐭 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰 𝐒𝐞𝐫𝐢𝐞𝐬, my partner Amit Prakash and I had the honor and pleasure to interview 𝐒𝐫𝐢 𝐒𝐚𝐟𝐢𝐭𝐫𝐢, the 𝐰𝐢𝐧𝐧𝐞𝐫 𝐨𝐟 𝐭𝐡𝐞 𝐂𝐗 𝐋𝐞𝐚𝐝𝐞𝐫 𝐨𝐟 𝐭𝐡𝐞 𝐘𝐞𝐚𝐫 𝟐𝟎𝟐𝟏. After you watch this amazing female leader, you will know why this is not the first nor the last award that she will be getting.
Sri Safitri is the 𝐃𝐄𝐕𝐏 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐚𝐧𝐝 𝐃𝐢𝐠𝐢𝐭𝐚𝐥𝐢𝐬𝐚𝐭𝐢𝐨𝐧 at 𝐓𝐞𝐥𝐤𝐨𝐦 𝐈𝐧𝐝𝐨𝐧𝐞𝐬𝐢𝐚 and she is currently also doing her Ph. D in CX.
Watch this episode to learn:
✔ 𝐖𝐡𝐚𝐭 𝐢𝐬 𝐢𝐭 𝐭𝐡𝐚𝐭 𝐲𝐨𝐮 𝐚𝐫𝐞 𝐝𝐨𝐢𝐧𝐠 𝐠𝐫𝐞𝐚𝐭 𝐚𝐭 𝐓𝐞𝐥𝐤𝐨𝐦 𝐈𝐧𝐝𝐨𝐧𝐞𝐬𝐢𝐚 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞?
✔ 𝐖𝐡𝐚𝐭 𝐢𝐬 𝐓𝐞𝐥𝐤𝐨𝐦 𝐈𝐧𝐝𝐨𝐧𝐞𝐬𝐢𝐚 𝐝𝐨𝐢𝐧𝐠 𝐠𝐫𝐞𝐚𝐭 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞?
🅢🅤🅜🅜🅐🅡🅨
𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐠𝐫𝐞𝐚𝐭 𝐭𝐡𝐢𝐧𝐠𝐬 𝐓𝐞𝐥𝐤𝐨𝐦 𝐈𝐧𝐝𝐨𝐧𝐞𝐬𝐢𝐚 𝐢𝐬 𝐝𝐨𝐢𝐧𝐠 𝐟𝐨𝐫 𝐚 𝐬𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
1. Top leadership alignment and support in CX initiatives - Fitri combined the 𝐋𝐎𝐕𝐄 for the company and 𝐅𝐄𝐀𝐑 of losing their loved company to achieve this alignment and support.
2. Created the single vision - delivering 𝐖𝐎𝐖 customer experience supported by a digitized enterprise.
3. Transparency in proving the 𝐢𝐦𝐩𝐚𝐜𝐭 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐨𝐧 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 by building a dashboard - so that the CFO and the CEO can monitor and track the progress of NPS improvement with the business outcome improvement.
4. 𝐂𝐥𝐨𝐬𝐞 𝐭𝐡𝐞 𝐥𝐨𝐨𝐩 𝐟𝐫𝐚𝐦𝐞𝐰𝐨𝐫𝐤 - it starts with the 𝐕𝐨𝐂 (𝐕𝐨𝐢𝐜𝐞 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫). When there is feedback, the CX team gets to the bottom of it (root cause) and starts to map the journey until its completion, involving the respective department head. Then they run an improvement program and check if it had an impact on the operational outcome and whether the NPS improved from before or not. Finally, check the business outcome. They have a measurement and also some industry benchmarks to prove that a part of it was contributed by CX.
𝐖𝐡𝐚𝐭 𝐚 𝐟𝐚𝐧𝐭𝐚𝐬𝐭𝐢𝐜 𝐰𝐚𝐲 𝐨𝐟 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐢𝐧𝐠 𝐂𝐗 𝐢𝐧𝐢𝐭𝐢𝐚𝐭𝐢𝐯𝐞𝐬 𝐚𝐧𝐝 𝐬𝐡𝐨𝐰𝐢𝐧𝐠 𝐭𝐡𝐞𝐢𝐫 𝐜𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧 𝐭𝐨 𝐢𝐭. 𝐊𝐔𝐃𝐎𝐒 𝐭𝐨 Sri Safitri 𝐚𝐧𝐝 𝐡𝐞𝐫 𝐭𝐞𝐚𝐦!
𝑆𝑡𝑎𝑦 𝑡𝑢𝑛𝑒𝑑 𝑓𝑜𝑟 𝑜𝑢𝑟 𝑛𝑒𝑥𝑡 𝑣𝑖𝑑𝑒𝑜: 𝐖𝐡𝐚𝐭 𝐚𝐫𝐞 𝐭𝐡𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐆𝐨𝐚𝐥𝐬 𝐟𝐨𝐫 𝐓𝐞𝐥𝐤𝐨𝐦 𝐈𝐧𝐝𝐨𝐧𝐞𝐬𝐢𝐚 𝐟𝐨𝐫 𝟐𝟎𝟐𝟐 𝐚𝐧𝐝 𝐡𝐨𝐰 𝐝𝐨 𝐭𝐡𝐞𝐲 𝐝𝐫𝐢𝐯𝐞 𝐭𝐡𝐞𝐦?