OCE program as viewed by the OCE Project Manager Marc Anne

For Marc Anne, who is heading upleading the OCE program, the customer experience lies at the heart of the strategy being implemented by Orange Business Services:

“Guaranteeing an exemplary customer experience combined with profitable growth and a more competitive positioning: that is what we are aiming for. It is essential to listen to our customers at all times, to adapt and to improve in order to ensure that we meet or even surpass their expectations”.

To enable us to pinpoint the areas on which we need to improve, and define the resulting key actions, we use external companies to assess the satisfaction of our customers.

“Today, the results of surveys now tie in more directly with the actions that we are implementing. Each quarter, project managers meet to find solutions to problems identified. The synchronization of our actions is managed through common objectives and governance”.

This methodology has already proven its worth, with the first signs of improvements already visible.

“The latest research shows that our efforts are recognized and that we are moving in the right direction. However, we still have some way to go, and we need to maintain our efforts to be able to envisage the second phase of the program”.

This second phase involves intensifying our strengths in order to build a lasting competitive edge over our rivals.

“We all have a role to play in delivering an exemplary customer experience, both directly and indirectly. Customer satisfaction must become second nature. The customer is with us at all times”, concludes Marc Anne.