Achieving customer service transformation through the power of marginal gains

Panellists:

Maria McCann, Joho Ventures
Tim Pickard, NewVoiceMedia
Emma Samuel, NewVoiceMedia

In 2012 Dave Brailsford coached the British Cycling Team to astonishing performance at the London Olympics. His success was down to applying the theory of marginal gains and aggregating them into one great transformation. They looked at everything that would impact the performance from the bikes the team rode to the pillows they slept on at night. The result was a 70% win of the medals they competed for.

Managing continual improvements is a critical part of delivering a modern customer service proposition. In this discussion Maria McCann talks about how to use marginal-gains to deliver multiple micro-transformations and realize the return on investment in customer service.

For the last 8 years, Maria has been at the forefront of digital and social Customer Experience, having built the Customer Service Experience Strategies and Operations for brands including Red Letter Days, ASOS, Spotify & Karen Millen.

Topics to be discussed:

  • Identifying the marginal gains that can contribute to achieving great results
  • How to Ensure your improvements are continuous
  • Galvanising your Agents to help you deliver
  • The role technology plays in making these improvements
  • Getting the right metrics and data in place to support success

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