A global technology provider wanted to improve its customer satisfaction. Handling millions of customer interactions across 26 languages, and 40 countries, the company needed help to identify and action the key levers to improve their experience.

Stoikos Management provided a head of Strategy and Planning to take over the team and help it achieve this objective by:

  1. Mapping the customer journey and touchpoints

  2. Understanding the root causes of pain points

  3. Targeting highest value customer segments

  4. Designing a new customer service program: faster SLAs, better agents, more flexible policies

The results:
29% decrease in customer defects.
11% higher CSAT. Millions in higher customer LTV

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