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In 2016 the EMEA CX programme was launched, at the time the target was to double the NPS scores however by the end of the year we had more than tripled the score, exceeding all expectations. The success can be attributed to a number of factors including a cross functional team and close collaboration between the CX and HR teams in EMEA.
After the first year, our analysis showed a correlation between Employee Engagement scores with NPS scores.
Following on from our early success the team have now put further initiatives in place which we will share and show how employees embraced these and our plans to continue taking an employee first approach to improving Customer Experience.
Emma has been leading Global Customer Experience Programmes since 2001. Emma joined Experian in 2017 as Head of Customer Experience EMEA. Emma has a broad range of experiences, specialising in Continuous Improvement, Customer Experience, Operations, Change Management and Engagement.
From 2010 Emma took a break from the corporate world and ran her own business whilst raising her two children. In a completely new industry Emma took her learnings to deliver great experiences that grew her business to a point that advertising was no longer required with new business came through word of mouth.
Outside of work Emma runs a local running club which she and her husband set up in 2011 and spending time with her family in Berkshire.
Emma will be speaking at:CEW JOHANNESBURG