Using systems thinking to improve customer satisfaction and employee engagement - Interview with Rob Brown of Aviva
- E35
- 11:48
- January 19th 2020
Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement.
I met Rob when he spoke at a systems thinking event hosted by John Seddon and Vanguard Consulting.
This interview makes up number thirty-five in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.
Note: Before we get stuck into the interview, here's an article: What is the Difference between Lean and Systems Thinking, that is worth reading.
Punk CX: Customer Experience Insights with Adrian Swinscoe
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.