Chapter 14: How Tokopedia is acing its VoC Program?
In the latest episode of The Experience Talk – ‘How Tokopedia is acing its VoC Program?’, Tanuj and NK are joined by a very special guest from Tokopedia – Raihan Al Fauzan. They are talking about –
- What is Nakama?
- What is Tokopedia’s Culture DNA? How do they embed it within teams and especially new hires?
- Why did they start a VOC program?
- What was their initial strategy and preparations?
- What were the top two challenges they faced while starting this program and how did they overcome them?
- At Tokopedia, what are some of the channels where their customers reach out to share their voice?
- How the CX teams in Tokopedia assign CX ownership to different business units and departments?
and much more.
In between the session, MANY interesting questions were asked by the attendees. This has been one of the most interesting and engaging sessions we have till now! So, tune in. 🙂
He is driving customer satisfaction by gathering feedback from customers through various channels, benchmarking customer experience, gathering the voice of customers from the social universe by using social listening tools, and maintaining the quality aspects for the services delivered by the CFS (customer-first squad) by using quality parameters, live monitoring, and several quality Support Initiatives. Raihan represented Tokopedia at the Contact Center World 2019, bringing home Gold and Silver Medal for Indonesia.
An enthusiastic leader and a product owner, Tanuj specialize in driving product vision while creating product roadmaps and ensures the priority of high-value requirements in every release to meet and exceed customer expectations. Steering scrum team in daily standups, sprint planning, backlog refinement, sprint demos, and retrospectives, Tanuj values face-to-face communication to collaborate across departments to achieve company goals. He is a futurist, with expertise in identifying opportunities and risk implications of emerging business and technology trends and commercializing promising opportunities.
NK is a passionate Customer Experience Evangelist, a blogger, and an influencer with an overall work experience of over 18 years. He has previously worked with multinational brands like Microsoft, Tesla, Iron Mountain, Autodesk, McKinsey, Fandango, Sequoia, MGM, Verizon, Hulu, and many more and has exposure to multiple segments such as Automobile, Health Care, Retail, B2B, B2C, K12, and Other Education sectors. He has successfully managed complex platform transition, technology implementations, scripting to data processing and has taken leadership roles to optimize processes, increase the level of quality deliverables and increase overall client satisfaction.