We premiere 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionising the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more - more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game changing results.
In this first episode we dive into the topic of customer experience and its impact on operations and the Net Promoter Score (NPS). To address this topic, we are joined by Angela Vernes (Head of Operations) and Darlene Mbukula (Head of Client Experience) at Nedbank Insurance, a Nedbank Group company that offers car insurance, credit card assurance, life and funeral cover and other types of insurance to more than two million clients. These Ops Game Changers discuss how Nedbank Insurance transformed its business to become more customer-centric, leading to a significant improvement in its NPS score over the past four years.
Angela and Darlene share insights into the challenges they faced in aligning different business units and creating a common strategy. They emphasise the importance of involving all employees in understanding the customer journey and removing bottlenecks to enhance the overall customer experience. The journey involved benchmarking against international standards, mapping customer journeys, and creating a client-centric culture throughout the organisation.
Throughout the episode, Angela and Darlene share how they gained buy-in internally by creating a shared understanding of the company's customer-centric vision. They discuss the importance of involving employees from various departments in shaping the customer experience and how they measured success at each step. By implementing metrics, customer journey mapping, developing client service principles, and employing the right framework for measuring, interpreting and strategising, Nedbank Insurance successfully transformed its operations and significantly improved its NPS score.
Tune in to this engaging episode to learn more about Nedbank Insurance's customer experience journey, the impact of operations on NPS, and the strategies they employed to become more customer-centric.
Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.
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