Daniel Coullet, Senior Vice President of Global Support and Customer Experience, reveals the strategic pivot and implementation of digital initiatives over the past five years. This transformed Qlik's approach to customer success and significantly amplified customer engagement and satisfaction through innovative digital touchpoints.

Key Highlights:

- NPS Score Surge: Under Daniel's leadership, Click witnessed a staggering 125% increase in NPS score, setting a new benchmark for customer satisfaction and loyalty.
 
- Digital Engagement Revolution: Daniel's strategy to transition from human touchpoints to digital engagement led to a monumental shift, from 400,000 online transactions in 2018 to over 40 million digital touchpoints in 2023.

- Customer for Life Program: The introduction of the "Customer for Life" program under Daniel's vision has been a game-changer, ensuring every team member is accountable for customer engagement and satisfaction. This holistic approach has significantly increased adoption rates and annual renewal rates.

Daniel's journey at Qlik exemplifies how visionary leadership, coupled with a customer-centric approach, can drive remarkable growth and loyalty in the competitive tech landscape.

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Additional Resources:

📑 Read: Customer Life Time Value and Client Retention
https://www.csmpractice.com/clv-retention

📑 Read: Leading Change - John P. Kotter
https://bit.ly/4cOEfwC

📑 Read: Onboarding Matters - Donna Weber
https://bit.ly/3xubOnA

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