Customer Experience (Cx)
Vodafone Group is a British telecommunications company with global presence. It’s New Zealand operations set multiple milestones in the country, including being the first to introduce 3G as a service in 2005. Today, the giant covers 98.5% of the population with 4G services accessible to over 96% of the country.
CX is regarded as one of the major strategic pillars for Vodafone in New Zealand, yet there were over 26 customer journeys with various teams producing these journeys. As a result, there were silos within the organization, a lack of universal standards, and an inconsistent approach to service design – which we were tasked with standardizing.
Our goal was to streamline and improve Vodafone’s CX standards, as well as their operational experience and service functionality. We were to define the experience, create a baseline, and extend a standardized customer journey format across the organization.
Strategy and Insight
We combined insight-driven CX and strategy frameworks to deliver the best outcomes. Our agile delivery process involved two-week sprints that allowed for continuous delivery and improvements.