Across
- 4. Strategic pillar: "Foster a culture that delivers top-notch experience"
- 6. New service model approach to anticipating needs
- 8. Technology implemented in Year 1 for customer insights: dash system
- 11. How the CX Ambition aims to win
- 12. Year 2 phase: Scaling & dash
- 14. Current service model issue: Fragmented due to departmental dash
- 16. Strategic pillar: "Reduce customer friction"
Down
- 1. New service model: dash teams for seamless experiences
- 2. Customer dash at the center of the 3Cs, equaling Customer First
- 3. Current service model: Responding rather than anticipating
- 5. Current service model: dash focus rather than relationship-building
- 7. CX Promise "Re a itlola" meaning being responsive and showing initiative
- 9. Year 1 phase: Foundation dash
- 10. Building long-term dash is a focus in the new service model
- 13. Strategic pillar: "Know & understand my customer"
- 15. Year 3 phase: dash & Differentiation