Join Spark’s Agile Product Owner for VOC and VOE programs, Kavindi Gunarathna, along with their MaritzCX Customer Success Manager, Siobhan Jones as they share how New Zealand’s largest telco adapted its CX & EX programs during a company-wide Agile transformation.
Kavindi will discuss how her Squad worked to empower Spark’s people to make smarter and simpler customer decisions through its use of VOC & VOE programs.
In this session we will discuss:
- Why customer-centricity is critical to an Agile organisation & why continuous feedback is necessary for organisations to deliver to customers in an Agile environment
- How to maintain and scale VOC and VOE programs during a transition to Agile.
- How Spark is democratising its VOC programs via self-service initiatives, to uphold its focus on empowered, customer-centric people
You will also learn why the Voice of the Customer is integral to an Agile organisation, and how to improve customer experience while scaling your program during an Agile transition.