Leanne van Zwieten

Director, Process Improvement Rogers Communications

Leanne started her career with General Electric, where she received her Black Belt certification; With 22 years of experience and proven ability as a process improvement leader, she developed a pragmatic approach to making processes and experiences better for both internal stakeholders and end-user customers, leading to significant benefits to Key Performance Indicators, ultimately impacting the bottom line; She has deep expertise in data analysis, forecasting and ultimately process improvement leading to cost reduction, without compromising the customer experience.

PRE-CONFERENCE WORKSHOPS - Monday, October 19, 2020

Monday, October 19th, 2020

10:45 AM Workshop F: Applying OE Tools to Improve the Customer Experience

Customer experience is not just the latest business strategy.
It is a new way of thinking about the relationship between
your organization and its customers, and no amount of tools,
technology, or processes can improve the customer experience
unless your organization learns how to think differently. Join
us as we explore the shift in the operations mindset that best
supports the customer experience approach.
• Using customer journey maps and other tools as operational
frameworks
• Leveraging data and insights to understand the customer and
employee experience
• Creating iterative processes to support continuous
improvement
• Operationalizing the “soft” side of customer experience

Check out the incredible speaker line-up to see who will be joining Leanne.

Download The Latest Agenda