The Future of Quality
Division: Service Quality Division
Continuous improvement and customer insights (CI) make CI². When each function views the other as a primary customer as well as supplier to foster a great digital experience of the external customer, the synergy is substantial. Aflac has achieved significant improvements in the overall customer experience (CE) by leveraging both functions to enhance the business case for investment in a digital CE. Further, some of the biggest impacts have been achieved at no cost, e.g., just moving key links to the home page, resulting in 90,000 fewer contacts and dissatisfied users in one month.
Jamon Horton, manager of Lean Six Sigma (LSS) and technology liaison at Aflac, will describe how he worked with CI and John Goodman at CCMC to identify quick victories as well as quantify the total revenue opportunity of an enhanced customer experience. Goodman will outline best practices for making customer insights actionable to LSS and build a revenue-based business case acceptable to finance.