How Co-op used video feedback to humanise the customer experience + reinvigorate colleague engagement
How Co-op used video feedback to humanise the customer experience + reinvigorate colleague engagement
2 Pages© 2021 Service Management Group | Confidential | All rights reserved How Co-op used video feedback to humanise the customer experience + reinvigorate colleague engagement DANNY SLEVIN Customer Experience Insight Manager Co-op Video feedback has elevated our customer experience management programme. The videos help personalise the experience and humanise customer feedback while providing us with valuable insights to improve the customer experience. OPPORTUNITY Even the most well-informed customer experience (CX) programme can struggle to show the humanity behind feedback data. And no matter how important or impressive the numbers may be, it can be hard for colleagues to be inspired by quantitative data alone. To drive stakeholder empathy and show experience data as the o
