In CX MANAGEMENT:1. Helping organisations to understand where they are with delivering perspective customer experiences and how to design the target ones (research, analysis and consulting)2. Educating what CX is and how to measure it3. When and where it is possible - playing a role of our Client's Customer to deliver facts, facts, facts about experiencesIn CX GOVERNANCE:1. Supporting companies in their transformation into companies working in the CX approach (using the… Show more In CX MANAGEMENT:1. Helping organisations to understand where they are with delivering perspective customer experiences and how to design the target ones (research, analysis and consulting)2. Educating what CX is and how to measure it3. When and where it is possible - playing a role of our Client's Customer to deliver facts, facts, facts about experiencesIn CX GOVERNANCE:1. Supporting companies in their transformation into companies working in the CX approach (using the voice of the customer and the employee)2. Measuring the CX maturity of the organization3. Building a CX Governance Strategy (how to become a customer and employee-centric organization) Show less

CX Influencers to pierwsza w Polsce grupa wymiany wiedzy najbardziej wpływowych profesjonalistów branży Customer Experience. Członkowie to praktycy biznesu, wyróżniający się osiągnięciami w transformacji Customer Experience w swoich firmach i dzielący się swoimi doświadczeniami z rynkiem.To twórcy trendów proklienckich działań w organizacjach we wszystkich obszarach podejścia Customer Experience: sposobach mierzenia doświadczeń, projektowania, diagnozy czy zmiany postaw pracowników w… Show more CX Influencers to pierwsza w Polsce grupa wymiany wiedzy najbardziej wpływowych profesjonalistów branży Customer Experience. Członkowie to praktycy biznesu, wyróżniający się osiągnięciami w transformacji Customer Experience w swoich firmach i dzielący się swoimi doświadczeniami z rynkiem.To twórcy trendów proklienckich działań w organizacjach we wszystkich obszarach podejścia Customer Experience: sposobach mierzenia doświadczeń, projektowania, diagnozy czy zmiany postaw pracowników w proklienckie. To osoby, które już zdobyły uznanie wśród branży profesjonalistów Customer Experience.Inicjatorami powstania grupy CX Influencers są: Aleksandra Jagiełło-Bono, Marta Łukawska-Daruk z CustomerMatters oraz Piotr Sadowski z Webankieta Show less

1. Customer procedures & regulations management (incl. Knowledge Management)2. CX processes audits, recommending and supporting implementation of changes in cooperation with Process Owners & units3. Verification & participation in Company projects 4. Customer Service Standards Consistency Management in all touch-points5. Measurement of SLAs’ fulfillment for Customers processes/procedures (end2end; individual steps)6. Management of quality-related surveys, studies & constant… Show more 1. Customer procedures & regulations management (incl. Knowledge Management)2. CX processes audits, recommending and supporting implementation of changes in cooperation with Process Owners & units3. Verification & participation in Company projects 4. Customer Service Standards Consistency Management in all touch-points5. Measurement of SLAs’ fulfillment for Customers processes/procedures (end2end; individual steps)6. Management of quality-related surveys, studies & constant monitoring of CX-related indexes (internal & external) as well as Customer inquiries & complaints; recommending corrective actions or changes in processes7. Cooperation in recommending changes and initiatives inside the organisation supporting CX and building CX culture 8. Building CX awareness through inside initiatives & trainings 9. Recommending in cooperation with respective organisational units CX initiatives addressed to Customers (external & internal) in different touch-points Show less

1. new organisational blueprint2. business analysis of IT solution (ERP type)3. HR solutions support4. commissioning schemes development & implementation

1. managing 4 cross-functional teams, 35 employees (IT Analysis & Development, Distribution Network Support, Quality & Claims, Legislation & Organisation in Consumer Finance business line) 2. development, start-up implementation and CTB support of IT systems (CF products & processes) 3. daily support of all distribution channels: IT systems, CF products, credit policy and processes 4. CF customers’ claims process management and quality improvement, (services/ products/… Show more 1. managing 4 cross-functional teams, 35 employees (IT Analysis & Development, Distribution Network Support, Quality & Claims, Legislation & Organisation in Consumer Finance business line) 2. development, start-up implementation and CTB support of IT systems (CF products & processes) 3. daily support of all distribution channels: IT systems, CF products, credit policy and processes 4. CF customers’ claims process management and quality improvement, (services/ products/ processes)5. building up and management of CF business line organisation blueprint and legislation process Show less