Customer Obsession: Voxeo's Formula

Anne Bowman, Chief Customer Officer

Transcript

1. CUSTOMER OBSESSION: Voxeo’s Formula Voxeo’s Service Culture Anne Bowman, Chief Customer Officer
2. Chief Customer Officer Role •  Drive internal thought leadership on the customer experience •  Lead customer strategy across the business, leveraging our culture to deepen customer loyalty •  In 2012, drive thought leadership via Voxeo Unified Customer Experience technology •  In 2003, only 4 Fortune 500 companies had CCOs: Cisco, Sun, HP, and Pacific Gas & Electric.
3. CCO Org
4. Voxeo’s 2012 Mission Transform the way customers think of automated interactions.
6. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation First Who, Then What
7. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation Our People – The Foundation
8. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation How we do it
9. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation What is Customer Obsession?
10. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation What is Customer Obsession?
11. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation What are Unlocked Communications?
12. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation What is Passionate Problem Solving?
13. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation What is Unconventional Community?
14. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation Execute the Fundamentals
15. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation Metric for Measuring Customer Loyalty Net Promoter Score (NPS)   An operating model embedded in the company culture   The Gold Standard in the measurement of a company’s relationship with their customers   If it isn’t measured it isn’t reality
16. © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation Voxeo’s Formula
17. THANK YOU!! abowman@voxeo.com