{"id":15547,"date":"2021-05-06T10:05:00","date_gmt":"2021-05-06T08:05:00","guid":{"rendered":"https:\/\/hub.hslu.ch\/ikm\/?p=15547"},"modified":"2026-02-09T16:13:52","modified_gmt":"2026-02-09T15:13:52","slug":"customer-experience-stories-teil-1-interviews-mit-projektpartnerinnen","status":"publish","type":"post","link":"https:\/\/hub.hslu.ch\/ikm\/2021\/05\/06\/customer-experience-stories-teil-1-interviews-mit-projektpartnerinnen\/","title":{"rendered":"Customer Experience Stories Teil 1: Interview mit Yokoy und SUVA"},"content":{"rendered":"\n<p class=\"is-style-default\">In der neuen Serie spricht Dozentin Sarah Seyr mit Projektpartner*innen der Hochschule Luzern \u00fcber das Thema Customer Experience. Im ersten Teil hat sie sich mit Christian Woese von Yokoy und Daniela Bassi von der SUVA unterhalten.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Interview mit Christian Woese, Head of Customer Success von Yokoy<\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"CX Stories | Interview mit Christian Woese von Yokoy, Projektpartner der Hochschule Luzern\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/k1gsMp1gPss?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><strong>Was die Firma Yokoy macht<\/strong><\/p>\n\n\n\n<p>Yokoy ist ein Fintech, welches den gesamten Spending Management Prozess von Unternehmen digitalisiert. Konkret hat Yokoy eine App und Webapplikation entwickelt, die es den Mitarbeiter*innen erlaubt, Spesen innerhalb von wenigen Sekunden direkt am Point of Sales digital einzureichen. Zudem bietet Yokoy auch eigene Pre-Paid-Karten an, welche es den Unternehmen erm\u00f6glichen, den gesamten Spending Prozess \u00fcber Firmenkreditkarten im \u00dcberblick zu behalten.<\/p>\n\n\n\n<p><strong>Was Customer Experience Management f\u00fcr Yokoy bedeutet<\/strong><\/p>\n\n\n\n<p>Laut Woese bedeutete es, das Kundenerlebnis besser, schneller und einfacher machen zu k\u00f6nnen. <\/p>\n\n\n\n<p><strong>Wie Christian Woese zu Yokoy kam<\/strong><\/p>\n\n\n\n<p>Christian Woese habe fr\u00fcher selber in der Beratung von Financial Services gearbeitet. Auch wenn die Firma kundenorientiert gewesen sei, sei die Einrichtung von Spesen wenig intuitiv. Mit Yokoy habe er eine Firma und ein Produkt gefunden, mit welchem er sich sofort identifizieren haben k\u00f6nnen.<\/p>\n\n\n\n<p><strong>Was den Erfolg von Customer Experience ausmacht<\/strong><\/p>\n\n\n\n<p>Zentral gehe es laut Woese darum, die Stimme des Kunden zu h\u00f6ren und m\u00f6glichst viel Feedback einholen zu k\u00f6nnen. Das Feedback zu analysieren, sprich wie wichtig ist das Feedback eines einzelnen und wie repr\u00e4sentativ ist es f\u00fcr die gesamte Kundenbasis? Und dann Prozesse zu haben um es schnell intern umsetzten zu k\u00f6nnen. Der User stehe im Vordergrund, man sei st\u00e4ndig mit der Herausforderung konfrontiert, Feedback zu erhalten und dies so schnell wie m\u00f6glich einzuarbeiten.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Interview mit Daniela Bassi, Leiterin Marketing und Kommunikation von SUVA<\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"CX Stories | Interview mit Daniela Bassi von SUVA, Projektpartnerin der Hochschule Luzern\" width=\"640\" height=\"360\" src=\"https:\/\/www.youtube.com\/embed\/Nfo75Dq6Bxw?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><strong>Was Customer Experience mit der Sprache zu tun hat<\/strong><\/p>\n\n\n\n<p>Customer Experience habe auch stark mit Inklusion zu tun und die unterschiedlichen Sprachen spielten dabei eine zentrale Rolle, so Daniela Bassi. Wenn Personen die deutsche oder die franz\u00f6sische Sprache nur sehr rudiment\u00e4r sprechen w\u00fcrden, sei es eine grosse Herausforderung, dass die Botschaft von allen verstanden werde.<\/p>\n\n\n\n<p><strong>Wie Daniela Bassi zur SUVA kam<\/strong><\/p>\n\n\n\n<p>Daniela Bassi ist nach verschiedenen Berufsstationen vor 12 Jahren bei Suva gelandet. Sie sei seit dem Beginn ihres Betriebswirtschaftsstudiums sehr an Marketing interessiert gewesen und fasziniere sich besonders f\u00fcr die Kombination aus analytischen und kreativen Inhalten, so Bassi. Man sei sehr nahe bei den Personen, den Individuen und deren Verhalten. <\/p>\n\n\n\n<p><strong>Welches die Herausforderungen bei Customer Experience sind<\/strong><\/p>\n\n\n\n<p>Dass die Erf\u00fcllung der Kundenbed\u00fcrfnisse eine Voraussetzung f\u00fcr k\u00fcnftigen Erfolg ist, sei gem\u00e4ss der Leiterin Kommunikation und Marketing wichtig zu verstehen.<\/p>\n\n\n\n<p><strong>In einigen Wochen publizieren wir den zweiten Teil Customer Experience Stories.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In dieser vierteiligen Story-Reihe spricht Dr. Sarah Seyr, Dozentin f\u00fcr Customer Experience und Human-to-Machine-Interaction mit Projektpartner*innen der HSLU \u00fcber das Thema Customer Experience.<\/p>\n","protected":false},"author":247,"featured_media":15936,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"16083,16233,16947,19806,21903,19592","_relevanssi_noindex_reason":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[66956,86671],"tags":[53942,86548],"class_list":["post-15547","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-marketing-und-kommunikationsmanagement","tag-customer-experience","tag-projektpartner"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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