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Ziggo Customer Experience
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Challenge
Improve customer exrperience for service communications
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Output
Higher NPS on specific drivers in Customer Journey
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"Better understanding of customers needs and fresh answers"
Once upon a time there was a customer who wanted to fully enjoy all Ziggo had to offer, but didn't want to be bothered with necessary network improvements. However, with maintenance being key for current and future network quality, Ziggo at times had to inform customers about a short but necessary outage of the connection.
Innoboost helped Ziggo discover blind spots in the customer experience and combined these with underlying needs of customers into new ways of communicating and additional services for customers. Thus turning a negative message into a positive experience.
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