1. Measuring, managing and operating the end-to-end customer experience in the age of the empowered customer

2. What is Customer Experience

3. Deepening the RELATIONSHIP with CUSTOMERS

4. -Building Empowering Relationships-

5. Building Empowering Relationships means: about therelationship arepassionate We

6. Building Empowering Relationships means: understanding Customerneeds are relentlessabout we

7. Building Empowering Relationships means: choice in customers’hands placepower of we

8. Building Empowering Relationships means: that wecare CustomersTrust Our

9. Building Empowering Relationships means: relationships notMSISDNs our customers as We treat

10. How do we Operate Manage Measure Empowering relationship

11. Delivering Unmatched Experience Driving Process and Product Improvements Gathering Data Fixing Problems 03 80s 90s 00s NOW Operating CEx Evolution of Customer Service into Customer Exeprience

12. †Understanding The Customer †Managing The Customer †Designing Good service experience for the Customer †Delivering Right the Experience to the Right Segment Delivering Unmatched Experience Operating CEx

13. 03 Managing CEx

14. 03 Managing CEx

15. 2014 2016 Knowledge Areas: Language skills (content and interaction) Knowledge Areas: Language skills (content and interaction) Capability Areas: Complaint Troubleshooting Capability Areas: Complaint Troubleshooting Trusted, Tech-Savvy; Trendy; Friendly. High Low Desired Behaviour High Desired Skill Behaviour Areas: Positive and Dynamic We are a Team! We are our Brand! We are our Customers! We are all Salespeople! 1 1 2 2 3 3 The right Staff Frame Managing CEx

16. Net Promoter Score Customer Satisfaction Survey First Call Resolution Average Wait Time Number of times Repurchase Managing CEx

17. -Do you think these KPIs gives truth Picture of measurement of Customer Empowerment?-

18. - Measuring of CUSTOMER EFFORT - How Easy was it for the Customer to.. Know about the Service Access the Service Purchase the Service Connecting to the You Repurchase Radio Ad Web Page Billboard Silent Salesmen TVC IVR Web Page USSD Home Delivery POS Call Centre 3 rd party Vendors Cheque Mobile Money Bank Transfer Direct Debit Via Top up Cards Visa Others Plug and Play Detail Guideline Instant or Weeks Waiting List?? Not Available?? Auto repurchase???

19. - Measuring of CUSTOMER EFFORT by Segments - Spend Tenure Status

20. Secure your revenue. Recover potentially lost customers. Engage existing customers as a sustainable engine for growth. Reduce the costs of new customer acquisition Engage employees. Reduce staff turnover and cost of hiring. Reduce the cost of customer and employee feedback infrastructure. Benefits of structured CEx

21. Thank you Stephen Essien Head, Customer Operations Tigo Ghana +233 577 55 20 20 +233 202 400 400