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Electrolux Case Study: KM Strategy to Improve Customer Experience

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December 1, 2020 - 11:00 am - 12:15 pm PST

Lena Stormvinge, Head of Digital Services at Electrolux presents their KM Strategy, success factors, learnings, accomplishments, and beyond.

In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved:

  • Contact Center NPS: 206% increase
  • Self-service article usage: 10,488% increase
  • Time to publish (self service articles): from 40 days to 90 minutes

Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D.

A panel of experts will be available during the presentation in the chat as well as time at the end for further questions and discussions:

  • Lena Stormvinge, Head of Digital Services at Electrolux
  • Helene Källgården, KCS Trainer and Consultant at ComAround
  • Per Strand, Business Development at ComAround
  • Carmen Wrona, KCS Program Manager, Electrolux

KCS is a registered service mark of the Consortium for Service Innovation.

By registering for this event, I am agreeing to abide by the Member Rules of Conduct and the Photo Policy.

This is a complimentary event sponsored by ComAround. ComAround has been a KCS v6 Verified vendor since July 2018.




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