KM Strategy to Improve Customer Experience | KCS v6 Verified Vendor Series with ComAround
Channel: Consortium for Service Innovation
Date: 2020-12-02

KCS v6 Verified Vendor Series with ComAround | By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved.

In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. 

• Contact Center NPS: 206% increase
• Self-service article usage: 10,488% increase
• Time to publish (self service articles): from 40 days to 90 minutes

Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D.

A panel of experts will be available during the presentation in the chat as well as time at the end for further questions and discussions:
• Lena Stormvinge, Head of Digital Services at Electrolux
• Helene Källgården, KCS Trainer and Consultant at ComAround
• Per Strand, Business Development at ComAround
• Carmen Wrona, KCS Program Manager, Electrolux

KCS is a registered service mark of the Consortium for Service Innovation.