Orange: working towards “Essentials 2020”

Share on linkedin
Share on twitter
Share on facebook

Orange: working towards “Essentials 2020”

In 2015, Orange unveiled a new strategic plan to reinvent customer relations: “Essentials 2020”. The group wanted to understand all of its activities through the experience and usage practices of its customers, anticipating their expectations and responding to them in a personalised, targeted, effective manner.
It had a single, strong, demanding ambition: to make sure every single customer, wherever they may be, enjoyed an incomparable experience.

Objectives

Support Orange with 5 programmes:

  • “The incomparables” programme: choose the incomparables specific to each country
  • ‘Exemplary service” programme: establish a single model for customer service at all contact points
  • “Redesign” programme: service, store and intervention
  • “Digital ready” programme: support marketing players in designing natively digital offers
  • “Manager Essentials 2020” programme: support the managerial transformation

 

Methodology

  • Methodology for identifying drivers of differentiation through experience
  • Make the experience operational
  • Single approach to managerial transformation by instilling a new culture
  • 25 high-level certified coaches to support managers

 

Deliverables

  • Design of a method to choose the customer experience “incomparables”
  • Implementation support in the 3 pilot countries
  • Establishment of 6 principles for exemplary service, and co-construction of use cases with 50 heads of operational units of Orange France
  • Evaluation of customer services, stores and intervention units, establishment of target operational models (organisations, processes, make or buy, KPI) and transformation plans
  • Implementation of the marketing transformation via the “digital ready” approach in 3 countries
  • Design of the managerial transformation system for Orange France and support with the training/coaching of 5,800 managers

Read more about the project

Nicolas Diquero
Nicolas
Diquero
Président Directeur Général Acemis
Rudi Jakobs
Rudi
Jakobs
Directeur Associé chez Acemis

Related articles

Great Place To Work numéro 1 Novencia

Do you want to work in this field?

Customer centric
Transformation par l'expérience client (F/H)
Customer centric
Consultant Senior Digital CRM (F/H)
Customer centric
Manager Digital/CRM (F/H)
Customer centric
Chef de projet MOA Finance (F/H)