Using systems thinking to improve customer satisfaction and employee engagement - Interview with Rob Brown of Aviva

Punk CX: Customer Experience Insights with Adrian Swinscoe · Jan 19, 2020 · 11m

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement.

I met Rob when he spoke at a systems thinking event hosted by John Seddon and Vanguard Consulting.

This interview makes up number thirty-five in the series of interviews…