Pether JonssonGroup Vice President, Head of Customer Experience
Mr. Jonsson has 20 years of experience in Change Management in large, international B2B organizations in the Manufacturing area, across several functions. During the last 5 years, he has led the establishment of a global Customer support organization in ABB. After the initial establishment of the organization, processes and metrics, the focus has in the last years been on the deployment of salesforce.com to improve efficiency, effectiveness and customer experience.
1:20 PM Case study: Repositioning and re-designing customer support: From back-office to a lead generator and customer experience driver
- A leading B2B manufacturer’s challenge: Great products yet people can’t find us!
- Redesigning customer support with a virtual global customer contact structure that covers 45 countries
- Developing capabilities and metrics focusing on personal, localized and knowledgeable agents
- Achieving an intelligent and connected customer contact that provides real time visibility with improved customer journey