• Delivering innovative, compelling actionable insight to drive strategic direction across marketing, product, pricing, customer service and brand throughout Virgin Media.
• Analysing Net Promoter® feedback within Virgin Media, measuring feedback from 5 million broadband, TV & home phone customers, 3 million mobile customers and 24 million operational touchpoints per annum. • Proving the commercial impact of the customer relationship and operational experiences to senior stakeholders by quantifying the KPI impact of customer sentiment & NPS on revenue retention and sales arising from advocacy. • Transforming 3 million items of customer feedback into actionable insight, incorporating multiple data sources, including qualitative & quantitative consumer research, competitor and market intelligence. • Pioneering a targeting capability to predict, at the individual level, what a customer is likely to say and, potentially, do next, in order to design proactive treatments. • Defining the creative message strategy for both existing and potential new customers through an original quantification of message appeal, combined with analysis of message clusters. • Benchmarking competitors to determine relative strengths and weaknesses in the customer relationships and identifying top-of-mind competitor pain points that are not visible to other forms of research. • Building, inspiring and developing a Customer Insight team and nurturing cross-functional efficiencies within matrix functions
Check out the incredible speaker line-up to see who will be joining Chris.