Strategy development for customer experience
Addressing customer churn through improved experiences and pre-empting key moments with potential to switch service providers.

A leading service provider in the telecommunications industry was challenged by a lack of differentiation in service delivery across competitors. The challenge was how to compete effectively without resorting to price competition.
Together we developed a new customer experience strategy and implementation plan across the business. All new product and service development is now built around this strategy, better meeting customers’ current and preventing customer churn.
Today our relationship continues as we track the experience of key customer segments across channels. Cimigo enable better choices in prioritising service levels by segment and touchpoints. In turn we continuously reduce churn and improve customer experience continuously.


Strategy development for customer experience
May 28, 2021
Addressing customer churn through improved experiences and pre-empting key moments with potential

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Lisa Nguyen - VN Marketing Lead

Sam Houston - Chief Executive Officer

Minh Thu - Consumer Market Insights Manager

Travis Mitchell - Executive Director

Malcolm Farmer - Managing Director

Hy Vu - Head of Research Department

Joe Nelson - New Zealand Consulate General

Steve Kretschmer - Executive Director

York Spencer - Global Marketing Director

Laura Baines - Programmes Snr Manager

Mai Trang - Brand Manager of Romano

Hanh Dang - Product Marketing Manager

Luan Nguyen - Market Research Team Leader

Max Lee - Project Manager

Chris Elkin - Founder

Ronald Reagan - Deputy Group Head After Sales & CS Operation

Chad Ovel - Partner

Private English Language Schools - Chief Executive Officer

Rick Reid - Creative Director

Janine Katzberg - Projects Director

Anya Nipper - Project Coordination Director

Dr. Jean-Marcel Guillon - Chief Executive Officer

Joyce - Pricing Manager

Matt Thwaites - Commercial Director

Aashish Kapoor - Head of Marketing

Kelly Vo - Founder & Host

Thanyachat Auttanukune - Board of Management

Hamish Glendinning - Business Lead

Thuy Le - Consumer Insight Manager

Richard Willis - Director

Ha Dinh - Project Lead

Geert Heestermans - Marketing Director

Louise Knox - Consumer Technical Insights

Aimee Shear - Senior Research Executive

Dennis Kurnia - Head of Consumer Insights

Tania Desela - Senior Product Manager

Thu Phung - CTI Manager

Linda Yeoh - CMI Manager

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