MAY 2019CIOAPPLICATIONSEUROPE.COM8HOW VALUE-CREATING EXPERIENCES ALLOW CUSTOMERS TO BE CONNECTED?he best type of service will always be no service. No service is required when we create seamless experiences for our customers: intuitively simple, value-creating experiences that allow our customers to be better connected, better organized and more inspired. This is our aspiration at Spark New Zealand.However, in a complex world, customer journeys and experiences don't always run smoothly. It's in these moments of truth that how we show up really determines our brand value. We've invested a lot in our leaders, our teams and ways of working to foster an awesome working environment, to prepare us to deal with these moments of truth for our customers.Putting culture first has been a primary lever for building these seamless experiences. We've launched a data-driven, pay for performance remuneration model called accreditation. It focuses on the customer outcomes that matter: first contact resolution, interaction NPS, digital adoption and sales conversion rates, just to name a few. This gives us an objective view of what great looks like, and gives our agents the ability to move from Novice, to Bronze and GRANT MCBEATH, GM CONSUMER & SME CHANNELS, SPARK NZTIN MYOPINIONGrant McBeath
< Page 7 | Page 9 >