BTOES Insights Official
September 25, 2017

EXCLUSIVE VIDEO: Increasing Customer Satisfaction by Mapping the Customer Journey to Delivering Superior Service, Coca-Cola


WATCH NOW: Increasing Customer Satisfaction by Mapping the Customer Journey to Delivering Superior Service, Coca-Cola

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About the Presentation 

Coca-Cola is introducing customer journey mapping within their Lean Six Sigma program to address areas where customer satisfaction scores look positive, but complaints from the business were still being raised. You'll hear from Ted how they:

  • Incorporated customer centric design within their lean six sigma program
  • Ran workshops on mapping the customer journey to identify what it looks and feels like from the customers perspective
  • Delivered a 20% improvement in customer satisfaction scores
  • Began looking at processes as customer events versus explicit process steps.


WATCH NOW: Increasing Customer Satisfaction by Mapping the Customer Journey to Delivering Superior Service, Coca-Cola


About the Speaker

Ted is Director of Operational Excellence for Global Shared Services at The Coca-Cola Company.  He is responsible for deploying Operational Excellence across the Finance, Human Resources, Data Management, Accounts Payable, Workplace Services, Creative Business Solutions and User Experience lines of business, involving greater than 1300 employees in 7 main hub locations globally.  The Operational Excellence program utilizes Lean, Six Sigma, Program Management, Business Process Management and Human Centered Design concepts and internally created methods to drive value for the business. 

Ted has been with The Coca-Cola Company leading implementations of OE in Shared Services, Information Technology, Human Resources, Supply Chain and Franchise Bottling partners for 10 years.  Prior to The Coca-Cola Company, Ted worked in the Automotive Industry with Ford Motor Company and Tier I suppliers in product development.  In total Ted has been working as a continuous improvement professional for over 20 years.


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