Emma Perkins | UK

Emma Perkins | UK

Title: Head of Customer Experience EMEA

Company: Experian

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Working together to improve employee and customer engagement

Overview

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.

Detail

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.

About the speaker

Over the past 2 years Emma has driven the Customer Experience agenda delivering change and CX improvements across the EMEA region delivering significant increases in Relationship and Transactional NPS consistently over the two years and shown the value this has brought to the business. From her first part time job when she was still a student, Emma has always believed in ensuring great customer experiences, even in the early days when she didn’t realise that CX was a ‘thing’ but took pleasure in observing happy customers.

Emma is committed to health and wellbeing and was fortunate to work in the fitness industry when her children were younger combining her love of being active outside with great Customer Experiences. Balancing wellbeing, family and a full-time job can be challenging but Emma fully embraces this challenge and offers advice to those who ask.

Emma will be speaking at:

CEW JOHANNESBURG  

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