Ariana Nowacoski
UX Leader
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JCI VOCP

The Voice of Channel Partner Council exists to engage with channel partners from all PBU’s & regions to capture insights around digital customer enablement tools sets to drive adoption and satisfaction.

As the Execution Lead for Johnson Controls Voice of Channel Partner council, I collaborate with Executive Directors, 30+ Regional Product Business Leaders, and third party research vendors to orchestrate the global VOCP program and solicit Voice of Customer across regions.

THE VISION

The Voice of Channel Partner Council (VOCP) exists to engage with channel partners (both independent & branch/direct) from all Product Business Units & regions to capture insights around digital customer enablement tools sets & drive adoption and satisfaction with Solution Navigator. This allows us to implement improvement and optimization initiatives to deliver the best-in-class tool & fuel our shared success.

COMMUNITY

Build a rich VOCP community to share ideas and improve customer digital enablement effectiveness across the Americas, EMEA & APAC​.

RELATIONSHIPS

Strengthen strategic relationships with customers while increasing engagement using innovative virtual techniques.​

DESIGN & TEST

Design and test new Solution Navigator features by bringing customers, business stakeholders, and technology SMEs together​.

COMMUNICATE

Establish communication channels for continuous feedback and introduce new methods of engaging customers in a virtual world​

INITIATIVES

The Voice of Channel Partner council is made of 6 key initiatives. My role is to strategize a yearly initiative roadmap and ensure that all tactics are being executed on track and on time by leading monthly SteerCo meetings and generating key metrics to leadership that is reported up to the Executive Committee as customer experience KPIs.

  1. Research & Market Assessments - Partnered with Accenture to plan and facilitate highly interactive events to gather regional insights on digital enablement tools to understand how we can help customers improve their sales effectiveness.​

  2. Top 10 Channel Partner Interviews - Partnering with our PBU Leaders to identify top region Channel Partners and initiate a framework for our Executive Directors to develop customer relationships. ​

  3. PBU Advisory Councils - Attend Product Business Unit events and engagements as representation for Solution Navigator by partnering with our PBU leads to coordinate with other existing programs.​

  4. Trainings & Office Hours - Host monthly "Office Hours" where customers can join and ask questions/express concerns.​​ Each session focuses on a different area of Solution Navigator including in-depth demos and Q&A.​

  5. Customer Experience Dashboard - A CX Measurement Program that enables a systematic approach for collecting customer feedback via digital intercept surveys, mining that information for insights, and incorporating the insights into business decisions. ​

  6. Surveys, Testing & Usability - Conducting Surveys, Testing & User Research to extend our data-driven approach to improve our understanding of the customer, their decision making & user behavior.​

EXECUTION SAMPLES

CUSTOMER EXPERIENCE DASHBOARD

One of the newest and most profound evolvements of the VOCP Program was the implementation of our Customer Experience Dashboard. Using Qualtics, we enabled a brief digital intercept survey that prompts users every 30 days to complete (CSAT & NPS). The data is collected in a dashboard and analyzed using Natural Language Processing (NLP) and Sentiment Analysis to cluster themes and pinpoint exact needs for improvement.

I partnered with a JCI’s Customer Experience organization make a business case to pilot this digital intercept. 6 months post-launch, we have gathered over 23,000 insights, increased our CSAT score by +12% and improved NPS by +9 points. This same digital CX strategy is now being rolled out across orgs at JCI.

CX DASHBOARD

+12% CSAT

+9 NPS POINTS

23K+ INSIGHTS