Sky_Customer Journey Mapping- 凯捷咨询Sky客户体验旅程设计管理咨询项目交付件之D10 Sky CIV Executive Summary v1.0.pptVIP

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Sky_Customer Journey Mapping- 凯捷咨询Sky客户体验旅程设计管理咨询项目交付件之D10 Sky CIV Executive Summary v1.0.ppt

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Sky_Customer Journey Mapping- 凯捷咨询Sky客户体验旅程设计管理咨询项目交付件之D10 Sky CIV Executive Summary v1.0

* * ? 2006 Capgemini - All rights reserved * * * * * * * * * Sky Customer Interaction Vision (CIV) D10 – Executive Summary Version control Date: 17/12/2010 Author: Simon Chatfield Kristel Meuwissen Status: Deliverable Document reference: D10 – CIV Executive Summary Version: 1.0 Purpose: Executive summary consolidating the work completed for the Sky CIV project Contents: Summary of the key conclusions and output from Deliverables D1 – D9 D11 and recommendations for next steps Sign off: Acceptance of this Deliverable will be made by the Programme Manager (Steve Hall) and Business Owner (Wendy Schratz) Version history Version Revision date Author(s) Summary of changes 0.1 – 0.3 06/12/2010 Simon Chatfeld Draft versions 0.4 09/12/2010 Kristel Meuwissen Revised storyboard after feedback from Wendy Schratz 0.5 13/12/2010 Kristel Meuwissen Incorporated feedback from Simon Chatfield 0.6 14/12/2010 Kristel Meuwissen Revised version after feedback from Hilary Kelly and Laurence Buchanan 0.7 15/12/2010 Kristel Meuwissen Incorporated feedback from Simon Chatfield, Hilary Kelly and Laurence Buchanan 0.8 15/12/2010 Kristel Meuwissen Incorporated feedback from Steve Hall 0.9 16/12/2010 Kristel Meuwissen Incorporated feedback from Wendy Schratz 1.0 17/12/2010 Kristel Meuwissen Incorporated feedback from Matt Hopkins and Wendy Schratz The need for a Customer Interaction Vision Key conclusions next step CIV project approach CIV deliverables overview CIV recommended next steps Appendix Contents Stakeholder interviews revealed a lack of consensus on the ambition level for a Customer Vision Overwhelmingly all stakeholders felt that there was a significant gap between their ambition level, where Sky is today and where Sky is currently heading Stakeholders felt that there was a disconnect between the Sky brand and the reality of Sky’s customer experience which was manifested most painfully within Service* This disconnect was confirmed with Voice of the Customer analysis which r