Introduction

How Spark implemented an enterprise CX/UX framework

Spark, a leading telecommunications company in New Zealand, was going through an exciting change — the company just implemented a dedicated customer experience and user experience (CX/UX) team at their head offices in Auckland to focus on making better experiences for their customers. We spent some time with the team to understand how Spark was using the customer journey to transform their business model from one that focuses on products and services to one that focuses on great customer experiences.

We spoke to various Spark CX/UX team members who explained the practicalities of collaboration and how to gain buy-in.

See how the Spark team turned their transformation from a “paper-vision” to a reality.

“It is possibly the single most exciting thing that I have worked on in my time here at Spark.”

Claire Barber | Chief Digital Officer (CDO)

“Look for opportunities to demonstrate value... it has to have tangible outcomes the business can celebrate, that can either be a happy customer or a return to the bottom line.”

Meghan White | Managing Director CX/UX

“Putting the customer first fundamentally changes the way you design.”

Tamarin | CX Maturity Facilitator

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