In the second installment of our “Meet Our Team” series, let’s introduce you to the Customer Experience Excellence (CEE) Team. They’re the driving force behind our CUSTOMER EXPERIENCE WEEKLY NEWSLETTER (CX Newsletter), dedicated to enhancing service and product quality.
As the saying goes, “Not all heroes wear capes.” This rings true for all MoMoers, especially our CEE members. Despite the demanding workload, they remain steadfast in their commitment to understanding customers – because it’s more than just business; it’s a passion!
Stay tuned to discover the remarkable work of the CEE team and what fuels their unwavering dedication!
The Role of the CEE Team and the Weekly Newsletter
“The CEE (Customer Experience Excellence) team serves as a vital link between business strategy and customer insights. As part of the Operations Division, our daily responsibilities involve synthesizing and analyzing customer data. We collaborate closely with Cell teams to identify root causes and effective solutions, which they then consolidate into the CX (Customer Experience) Newsletter. This newsletter is distributed to the Board of Management and Head of Departments every Tuesday. Think of CEE as a ‘translator’ – bridging the gap between customer language and BU jargon, our efforts contribute to improving MoMo’s products and ensuring that customer satisfaction (CSAT) remains a top priority.” – Dang Hieu Thao (Platform CX Partner).
A Concrete Example of the CEE Team’s Impact
“In the past, customers without a Tax Code couldn’t issue invoices for airline ticket payments. Now, every customer can, and it has significantly boosted customer satisfaction. Thanks to suggestions from the CEE team, the company analyzed and thoroughly understood the process. As a result, they made necessary changes. Now, every customer can issue an invoice, leading to significantly increased customer satisfaction levels.” – Vo Thi Kim Tuyen (MDS CX Partner).
What’s the Goal of Our Weekly Newsletter?
At MoMo, our weekly newsletter serves as a vital channel for sharing insights, customer feedback, and essential information with our product teams. It’s a platform where diverse perspectives converge, bridging the gap between business strategies and customer-centricity. Let’s hear from Nguyen Thi Thanh Huyen, our FS CX Partner, about the significance of this communication tool: “Having transitioned from BU to CEE, I bring a wealth of experience from both sides. MoMo’s unique products rely on exceptional customer experience. Crafting newsletters showcases this commitment, emphasizing the core value of Customer Centricity.”
Crafting Our Weekly Newsletter: Challenges and Triumphs
Nguyen Tien Dat, our Platform CX Partner, embarked on an ambitious project centered around error codes. Here’s his take on the challenges he faced: “Working closely with each BU to decipher complex error codes was no small feat. During the initial 2 weeks, I faced a huge number of error codes – a challenge that’s also an opportunity for personal growth. It’s been a valuable learning experience, and my communication skills have improved.”
The Meaning of Our Work: Insights from CEE Projects and Beyond Self – A Shift in Perspective
Tran Thi Kim Ngan, our FS CX Partner, reflects on her journey: “Over my 7 years at MoMo, I’ve engaged with customers daily. Initially, work was about earning extra income, but I soon realized it meant much more. Why do customers encounter problems that I don’t? That question drove me. Through numerous customer experience projects and collaboration with BU, PO, and Tech teams, I’ve gained insights and empathy. My work feels meaningful, and I genuinely love what I do.”
Do Hoai Thu, our MDS CX Partner, shares a transformative realization: “I used to focus on lightening my workload, but my perspective shifted. Now, I see my role as improving customer experience. My commitment extends beyond the team – I’m here for the customers too. They’re at the heart of what we do, and I’m committed to ensuring they stay with MoMo and even bring their friends along.”
The Joys and Memories of Our Work at MoMo
At MoMo, our work isn’t just about tasks and deadlines – it’s about making a real impact. Let’s hear from two of our dedicated CX Partners:
“Every time I witness my insights and data influencing safety measures for the product I oversee, it’s a moment of pure joy. The effort I invest feels worthwhile. Each morning, I eagerly review the CSAT (Customer Satisfaction) report – even on weekends. Rising satisfaction scores bring me joy!” – Phan Thi Van An (Payment CX Partner).
“Joining MoMo as a CX Partner has been a rewarding challenge. The sheer volume of products and the intricacies of the Customer Journey make it fascinating. Moving from Hanoi for this opportunity has been completely worthwhile.” – Pham Hoang Bao Ngoc (FS CX Partner).
A Glimpse into the CEE Team
Through this conversation, we hope you’ve glimpsed the heart of our CEE team – their dedication, resilience, and unwavering commitment. Let’s cheer them on with a hearty “strong and tough” as they continue to excel in their vital roles!
