CASES

INDUSTRY: Telecoms

Brief

Vodafone Group asked LeapQ to help them create a strategic framework and toolkit to align their operating units worldwide around a common approach to designing, implementing and measuring the impacts of customer experience enhancement initiatives.

Solution

We initiated the project by gathering learnings and good practices from across their operations, complementing these with best practices from the world’s most successful experience-led service brands to define an end-to-end planning and implementation framework.  We turned the framework into a complete system by adding practical “how to” guidelines for everything from touch point auditing, to service design, to managing moments of truth.

Results

We helped Vodafone take an early lead vs. their competitors in enhancing their customer experience management capabilities, and we facilitated the creation of a customer experience knowledge-sharing community across their operations that continues to this day.