N°2 / SEPTEMBER 2016
CUSTOMER
EXPERIENCE
0
0
N°2 / SEPTEMBER 2016
CUSTOMER
EXPERIENCE
CUSTOMER EXPERIENCE
1 MIN / GRAPHIC EXPLANATION
CUSTOMER EXPERIENCE
1 MIN / GRAPHIC EXPLANATION
KEY IRB INITIATIVES
3 MIN / MAP
KEY IRB INITIATIVES
3 MIN / MAP
TO EXPLORE
FURTHER ...
TO EXPLORE
FURTHER ...
TELL US
WHAT YOU THINK
TELL US
WHAT YOU THINK
Customer experience
CX (Customer Experience) = The sum of the customer's
experiences across all channels for all products and services throughout
the relationship journey with the Brand, based on :
KEY IRB
INITIATIVES
Browse the map to discover the projects developed by IRB
To explore further
Customers at the heart of Orange strategy [FR & EN]
For inspiration, find out more about Essentiels2020, the Orange strategic plan for the period to 2020. What makes this strategy so distinctive is the crucial role it gives to customer experience. The key points of the plan include prioritizing investment on the basis of its customer experience impact, and even reinventing the customer relationship.
Quality Observer [EN]
One example of customer experience good practice is the application developed by Air France / KLM. The Quality Observer app invites customers to share their experiences and feelings in real time. It's proving a very effective way of helping Air France / KLM to improve their services on the basis of the feedback provided.
End of Banking Autocracy [EN]
A White Paper that is essential reading for anyone wanting to gain a clearer understanding of the challenges posed by customer experience for banks. Based on the results of surveys carried out in France, the UK, Germany and the USA, this content highlights the expectations of consumers in a fast-changing world.
How banks are losing millions by ignoring UX design [EN]
This article illustrates how simple details commented on by a customer/user (UX = User Experience) can have a huge impact. For example, a customer may decide to change bank simply because the user experience falls short of expectation.
YOU'VE JUST HAD A USER EXPERIENCE :
SATISFACTION, "PAIN POINTS"... TELL US EVERYTHING !
How did you feel
after experiencing IRB Chrono ?
Do you have any suggestions about these contents ?
Thank you !
