Three Ireland Site Visit: Real-time & insight: the beating heart of a connected business


THE DATE: 12th September 2017

THE LOCATION: Limerick

THE DESCRIPTION: The merger of O2 and Three succeeded by building a strong values-based culture. People are empowered to take the initiative in delivering great customer outcomes. Real-time planning, for instance, has taken on a new dimension. Fresh sources of insight, visual dashboards and automated alerts mean that the team can take the initiative and pinpoint the cause of issues. They now apply robust incident management, power continuous improvement and connect people across the business, with creative use of social media. Overall there’s been a huge impact on customer and colleague engagement, with sales through service up €27m and €1.1m efficiencies. Above all it is a great place to work. People feel really valued; they are totally bought into delivering a great customer experience.

Who should attend? This site visit will draw Real Time, Insight/MI, operations, marketing and field operations teams – and anyone looking for new ways to manage operational effectives in a multichannel world. Take the chance to meet this team, gain inspiration from their ideas – and travel to Ireland for the site visit!

THE ORGANISERS: The Forum

THE WEBLINK: http://theforum.social/Awards/ArticleId/4337

Published On: 14th Jun 2017
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