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Introduction

This case study highlights the transformation journey taken by Electrocomponents, one of the world's largest distributors of electronic components

Highlights

  • Confirmit Horizons provides critical input to improve customer experience.
  • RS drills down into customer journeys to improve the customer experience.
  • In 2015, customer experience was made the top strategic priority of Electrocomponents under its new leadership.

Features and Benefits

  • Provides a useful example to any enterprise that is trying to transform and place customers at the heart of its business.
  • Highlights the critical role of VoC and VoE programs allied to customer journey mapping to deliver a better customer experience.

Key questions answered

  • What role do VoC and VoE play in an enterprise transformation?
  • How do VoC and VoE inform customer journey mapping?
  • Do VoC , VoE, and CJM really make a difference to the business, and if so, how?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Confirmit Horizons provides critical input to improve customer experience

  • The transformational business context – strategies for growth
  • Selecting Confirmit Horizons to gain understanding of the customer’s view of their experience

RS drills down into customer journeys to improve the customer experience

  • The customer journey
  • Personas provide a starting point for CJM
  • Mystery shopping provided further insight
  • Converting CJM into improvements

Under new leadership, customer experience becomes the No. 1 priority

  • A five-point strategy underpins the pivotal role of CX for growth
  • A dip in fortunes followed by a successful turnaround as CX gains traction.

Key lessons to be learned to help enterprises capitalize on VoC/VoE allied to CJM

  • VoC programs must be backed by the CEO and supported through constant communication
  • Partner with a VoC/VoE platform vendor with scalable technology and best-practice insights
  • Combine VoC and VoE with CJM and adopt Agile improvement methods
  • Think and act holistically
  • There is no end in sight

Appendix

  • Methodology
  • Further reading
  • Author

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