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KCS Verified Vendor Series – Electrolux Case Study: KM Strategy to Improve Customer Experience

Datum/Tid Date/Time Dato/Tid
1 desember, 2020
08:00 - 09:15

KCS Verified Vendor Series - Electrolux Case Study: KM Strategy to Improve Customer Experience

Lena Stormvinge, Head of Digital Services at Electrolux presents their KM Strategy, success factors, learnings, accomplishments, and beyond.

About this Event

In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved:

  • Contact Center NPS: 206% increase
  • Self-service article usage: 10,488% increase
  • Time to publish (self service articles): from 40 days to 90 minutes

Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D.

A panel of experts will be available during the presentation in the chat as well as time at the end for further questions and discussions:

  • Lena Stormvinge, Head of Digital Services at Electrolux
  • Helene Källgården, KCS Trainer and Consultant at ComAround
  • Per Strand, Business Development at ComAround
  • Carmen Wrona, KCS Program Manager, Electrolux
    KCS Verified Vendor Series

 

 

 

 

KCS is a registered service mark of the Consortium for Service Innovation.

By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.

This is a complimentary event sponsored by ComAround. ComAround has been a KCS v6 Verified vendor since July 2018.