Stuart Stock: Veolia
With less than two weeks to go until the Automation, AI and Robotics Forum, we sit with speakers to hear an insight into their industry and what you can expect to learn from their case studies. Today, we are joined by Stuart Stock, CIO, Veolia…
- Tell us more about the customer engagement approach that Veolia adopts?
Ensuring that we constantly strive towards customer satisfaction has become a mantra within Veolia. Our strategy is very much customer centric and many of our objectives are aligned to this. Consequently we have many work streams on going both digital and operational which involves reducing the customer effort with Veolia. This involves mapping the journey of the customer from the moment they search for us to the moment they then are on-boarded and become an ongoing customer.
- How do you plan to maintain that customer engagement culture throughout the whole organisation?
We recently released our specific objectives on customer satisfaction and employees which all employees in those business lines are responsible for delivering. The objectives are reviewed monthly via our reporting and analysis tools in operational reviews. They are a key driver to our performance. We have the data to measure performance down to the driver of the vehicles in the waste collection business.
- How do you measure your customer experiences?
Net Promoter Score (NPS) is the main measure we use for customer satisfaction. We use the feedback from the surveys we conduct to implement improvement plans across the business lines. In some areas of the business we have a live NPS score based on an online survey which the customer creates. This allows us to remain connected without having to wait for annual results in order to take appropriate action.
- In your case study, you mention identifying research and insights needed to rethink your relationship with the public. Could you tell us more about this?
We have data for all customer interaction and service levels recorded in our data platform which we use for analysis and prediction purposes. The data science team have built a customer satisfaction algorithm which uses c50 data points to predict the customer satisfaction levels of our customers. This data is then fed back into our CRM system for our customer service agents and sales executives so they know what score we have predicted for that customer, based on service levels, queries and pricing. This model is constantly learning and evolving with the large data we collect on our service and we use it to ensure that we can act proactively and take action.
- What trends do you feel will be around for years to come in customer engagement?
Our B2B customers are expecting B2C experiences and as the B2C market evolves using new technologies to significantly reduce customer effort, we must follow those trends and ensure we can offer the same experience in our B2B markets. Our customers now compare their digital experience with Veolia to that of Amazon, Uber, Airbnb and we must keep up with the bar that these companies set.
- What are you most looking forward to about this year’s Customer Engagement Summit?
What I am most looking forward to is being able to see how people and organisations from outside the municipal waste and energy and water sectors are doing to engage with their customers. We are at a turning point, a turning point where it is time for smart tech to lead the way, to ensure we are working with communities and within communities. Events such as the Customer Engagement Summit allows businesses to come together and look at the bigger, wider issues and address the impacts of governments and how we can continue to better engage across our businesses.