Starting in 2018, Panasonic is on a ten year journey to transform its customer care approach to answer the majority of basic customer queries via digital channels. The programme to date has focused on rebuilding the internal management structure and has so far delivered 94 initiatives with incredible results. Discover why the judges said that this is a clear, well-articulated long-term strategy combined with the clear approach, methodology and solid execution plan. It is a textbook version of true strategic planning and alignment, underpinned by robust change management.
Panasonic won Gold for Most Effective Strategic Transformation Programme at the European Contact Centre & Customer Service Awards 2022.