Improving Customer Experience for SME Customers    Challenge    I work for a telco Company and one of the main problems is customer satisfaction, even  more for small enterprise customers; for years Customers Satisfaction Index (CSI) and  Net Promoter Scores (NPS) have been the lowers numbers not only of the company but  also of the market, CSI=6.36 and NPS = -27%; so we have the assignment to level up  those numbers for the next two years. The customer experience team was composed  for young executives with a lot of energy but lack of experience about legacies and  company culture so any idea bumps over the walls constantly.    Selection    To accomplish these assignment we must form a multiarea team and make a  sensibilization job in order to made understand all of them that the focus of everything  in the company is the customer and to make this clear we use Visualization Tools,  because in a graphic mode they can not only understand better the problem but most  important make all of them participate and collaborate providing their experience and  ideas about how the company works and more important how the customers feel about  the service.    Application    We draw all the costumer journeys and the moments of truth when this teams are  involved in their daily shores. It was interesting how team members start to discover the  importance of all the things they normally and how that impact on the customers, they  never realized that any task that they deliver incomplete for any reason starts a snow  ball that finally reach the customers as an avalanche.    Insight    As a result of using these tool the team not only discover problems they discover that  working together they can make the job of everyone easier and finally make happy  customers; more important, once they have every customer journey draw in the wall  they could bring a lot of different ideas about how improve some process, also identified  some task that were no longer necessary to do and others that have to be deliver for a  different area so they were able to optimize their own processes.    Approach    Visualization tools helped us a lot as a first step in order to improve customer experience  by knowing what is going on inside the company that make us deliver and inefficient  service, now we have to implement those ideas, the better ones, and so we decided to  use the learning launch tool to start, in a fast way, deploy improvements in our call

center for example, using a group of agents for experiment with new channels of  attention using AI (chatbots) and a new front end with Salesforce.

