Case Study: Putting Feedback to Work at Kia with Caplena

Kia Europe, as a regional headquarters, is responsible for overseeing the brand’s operations in the European market, with a focus on providing high-quality vehicles, innovative solutions and exceptional customer experiences.

In this case study, Maurice will share Kia’s journey establishing a 360-degree CX measurement process involving top management, core functions, local markets and dealerships.

Key takeaways:

• How open-ended responses play a central role in Kia’s customer intelligence approach.
• The power of granular topic x sentiment analysis to clearly understand what drives NPS up or down and take action.
• Best practices from a 360-degree customer intelligence program that supports strategic goals and empowers the frontlines to drive continuous improvement.