#23 What does the CUSTOMER experience LOOK LIKE at PZU? Working on CX from the perspective of a large ORGANIZATION Fuzers
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What does customer experience look like at PZU? Working on CX from the perspective of a large organization is the topic of today's episode, to which I invited Mirosław Mikłos, the director of customer experience office management at PZU. Mirosław will talk about what his team does and what challenges they face working on customer experience at PZU. You will also learn what tools they use in their work and how they look at CX metrics. Mirosław Mikłos will also present how he tries to introduce the voice of the customer into PZU's business areas and how he convinces the unconvinced to his ideas. He will also answer the question of whether people in the PZU organization want to listen and whether mistakes are talked about openly. Finally, the director of the CX office will give advice for people starting their adventure with working on customer experience. If you are interested in the topic of CX and are curious about what customer experience looks like in a large organization like PZU, this episode is for you. In the meantime, let the voice of the customer be with you. Piotr Wojciechowski ____________________________________________________ 🔷 Write to me: [email protected] 🔷 You can find me on: / piotrwojciechowski https://www.fuzers.com 🔷 Sign up for the newsletter: https://www.fuzers.com/wiedza ______________________________________ Table of contents: 00:00 - What does the customer experience look like at PZU? Working on CX from the perspective of a large organization 00:47 - What do you do when it comes to CX at PZU? 04:23 - What do you research in your report? 06:35 - How are you structured? 09:14 - What are your biggest challenges? 10:22 - Do people in the PZU organization want to listen? 11:29 - Do you speak openly about what didn't work out for you? 12:49 - What do you do to introduce the voice of the customer into PZU's business areas? 16:08 - Do you see the impact of translating initiatives into results? 17:13 - How do you convince the unconvinced? 18:57 - What CX tools do you use at PZU? 20:55 - What is your view of CX metrics? 27:01 - Advice for people starting their adventure with CX. Link to the report* #Fuzers #pzu #klientexperience
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