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Improve the Customer and Supplier Journey Through Improved Survey Data Capture

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Katrina Schiedemeyer
Sr. Customer Experience Center of Excellence (Supply Chain) at Danone
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About the talk

Leveraging the COVID-19 remote work environment and the slowing sales fallout, Oshkosh embarked on an extensive research project to better understand their customers and suppliers. Approaching and engaging with customers and suppliers lead to a new set of actionable insights on the customer and supplier journey. Create an action plan to: 

  • Combine journey mapping with data to improve customer engagement

  • Leverage VoC survey data to reduce digital CX friction and create a cohesive end-to-end experience

  • Maximize insights from actionable data

  • Gain some lessons learned on the challenges they faced, but also the improved metrics they received

Transform your digital CX with the right VoC analytics, the right data, at the right time.

00:00 Intro

00:28 Katrina Schiedemeyer

01:20 About company

05:20 The Opportunity

07:18 The Challenge

07:45 The Solution

10:00 Visualization

12:13 Result

15:10 Conclusion

17:11 Q&A

About speaker

Katrina Schiedemeyer
Sr. Customer Experience Center of Excellence (Supply Chain) at Danone

2021 SAP Innovation Award Finalist for innovative risk mitigation through Qualtrics implementation. Listen to SAP's podcast featuring the project here: https://podcast.opensap.info/industry-insights/2020/06/04/episode-22-oshkosh-providing-critical-support-in-times-of-crisis-for-customers-and-employees-around-the-world/ Dedicated leader in Voice of Customer (CX) and Project Management Professional (PMP) at Oshkosh Corporation. Expertise includes ethnographic research, Six Sigma analytics, and utilizing Lean/ QE tools to create success throughout the entire value stream.

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Hi, Ashley, I'm back. Thank you for networking at the event. I hope you met a lot of great people and you touched base with some of your friends and some of our sponsors. Next up. We have to Tina's China Mayer from Oshkosh Corporation Oshkosh Corporation. Many people, confuse this a scotch with the children's clothing by Katrina is actually going to talk to you about building the world's coolest vehicles. And with that said, I'd like to have Mike over to Cucina to share her case, study Cucina. See you. Thank you so much. I appreciate the introduction.

Sassy mentioned. I am Katrina sheet, A minor. I am part of our supplier development engineering team here Oscars Corporation, the story that I'll share today talks about our journey, starting from the beginning, where we developed this program. Your customer experience. Now, we transformed it to become a supplier experience Journey. Most importantly. Covid and how we used the pandemic to help transform our dad and our insights. Since you're that we are meeting our customers needs at the right time. And in the right way. This journey is pretty exciting. And in order to set

that excitement. I want to share with you a little bit about what our company does. I see, mentions Oshkosh Corporation, is sometimes confused with the children's clothing company. We are located in the same town of Oshkosh, Wisconsin, which is a very cold right now. So, we often do here. People think that our clothing company. Our company is the clothing company. In reality. We're not though. We're a different company. We make military vehicles. Fire trucks, Rocky's vehicle concrete mixers construction list and all other kinds of vehicles that are really, really cool.

Some of my favorite days at work on the days. I get to go spend in our vehicles because I absolutely know that what we're doing is impacting the everyday civilian, the Warfighter who's protecting our country or the firefighter who's helping ensure that your home stay safe. Then we talked about

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