Prior operating role · Vodafone · Connected consumer products
Operating connected products across eight markets.
Built the operating capability behind ten connected consumer products, spanning service, digital adoption and market execution.
The situation
Connected products crossed proposition, hardware, software, activation, service, partner operations and market execution. Customers experienced one product even when the organisation saw many functions.
The decisive change
- Built the operating model around the end-to-end product and customer experience
- Defined routines and ownership across products and markets
- Designed for digital adoption rather than assisted service by default
- Connected product performance, customer feedback and execution
The result
- An operating capability supporting ten connected consumer products
- Execution across eight markets
- 90% digital adoption
- +86 NPS