Background
Our client, one of the leading European gambling and entertainment games companies, accelerated its transformation and identified customer experience as a priority of its strategic plan. In this context , a “Customer Experience Management” entity was created and our client tasked Wavestone with structuring its team, its operation, and its governance.
Challenges
Alongside the client, Wavestone identified various challenges:
- Defining the new entity’s missions, areas of expertise, and collaboration with internal stakeholders to build its value proposition and identify the team’s roles and responsibilities;
- Formalizing the customer journeys and identifying the relevant types of support by target audience;
- Proposing recommendations on KPIs to measure Customer Experience and defining the key principles for the digital customer experience dashboard
Responses & key success factors
From the analysis of the current operating methods and governance to the joint construction of the formalized customer journeys reference base, Wavestone supported its client at each step of the project to propose actionable recommendations.
The introduction of a toolbox made it possible to better prepare for the operational launch of the new entity in a “service center” approach. For example, the approach was tested and developed on a few pilot projects, and the change plan was designed to spread the Customer Experience culture within the organization (open houses, Customer Experience studio, etc.).
.
