It’s time to finish the huge comprehensive work on first Customer Experience Research in Ukraine. Ukraine joined 7 Central and East European countries, where this research was delivered. And on 16th of June we organized a final conference, which was visited by more than 100 TOP managers and experts in customer experience and service.
Marianna Khonina, deputy director of DEVELOR UKRAINE opened the conference and presented long-awaited results of the International Customer Experience Research. Zsolt Pozvai, Global СЕО of DEVELOR INTERNATIONAL, marked key conclusions made from the received results, which service providers must remember.
The results received in Ukraine and in Central and Eastern European countries appeared to be almost the same. Most business leaders emphasize the importance of CX for their business and, а 80% respondents even told about plans of their companies to become a CX leader in their areas! The biggest problems in implementation of these plans were named:
- corporate culture and employee engagement into companies strategy and client orientation ideology;
- different touch points, channels and departments are not aligned;
- back office is not responsible for ensuring CX;
- conflict of interests.
According to the results of the research the most internal ready business sector is petrol station network in Ukraine, which received 79% and telecommunication companies (89%) in Central and Eastern Europe. One of the key conclusions made during the International Customer Experience Research is the importance of highly developed system of collection and handling complains.
During the Customer Experience Conference DEVELOR also delivered a workshop in which participants developed a summary of recommendations for changes introduction in their companies together with an experienced facilitator Oksana Yuryk, senior trainer of DEVELOR.
CX experts from leading Ukrainian companies shared unique practical cases with us. We sincerely grateful to: Sergey Klochkov, CEO of ClearWater; Maria Nazarenko, Head of Customers Support Center in COMFY; Peter Jelinek, СХ consultant of DEVELOR in the Middle East; Anna Mikhaelian, Kateryna Gamova and Maryna Mikhailyk from VOLIA; Sergey Pashkovskiy, Service Director of 4Service; Natalia Shmatko, Head of Quality and Standards Department of PUMB; Denis Kudin, Commercial Director and Vitaliy Tkachenko, Marketing Director of WOG; Kornelia Tokar, Head of Retail Business Service Quality Project of OTP Bank и Alexandr Shapran, Director of Customer Service Department in Nova Poshta.
We invite all participants to the following conferences delivered by DEVELOR, including the International Customer Experience Conference in Budapest, where we will announce the winners of Customer Experience Awards 2016.
Related video with Maryanne Khonina: