In this nine-part video series, Darren Cornish, Director of Customer Experience for Aviva, is interviewed by Colin Shaw about how how to start a company-wide initiative to improve customer experience.
Aviva is one of Britain’s largest insurance providers. In this ten-part video series, Darren Cornish, DIrector of Customer Experience, discusses how he started a a company-wide initiative to improve customer experience that started with engaging the senior team.
The series below consists of these 9 videos.
|Clip #1: How to Start a Initiative to Improve Your Customer Experience||Clip #2: How Do You Get the Senior Executives to Engage With Improving the Customer Experience?|
|Clip #3: Showing the Financial Return on Improving Your Customer Experience||Clip #4: Flooding an Apartment to Show the Real Customer Experience|
|Clip #5: What did you Learn From Flooding the Apartment?||Clip #6: Writing an Internal Blog to Engage Employees|
|Clip #7: How to Differentiate Yourself by Providing an Emotionally Engaging Customer Experience||Clip #8: What I Have Learned Are the Key Factors for Running a Successful Customer Experience Initiative|
|Clip #9: Working With One of the Pioneers of Customer Experience|