Coca-Cola Tapping Real-Time Insights for Employee & Customer Engagement

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Coca-Cola Tapping Real-Time Insights for Employee & Customer Engagement

By CGT Staff - 04/28/2020

The Coca-Cola Company is teaming with Microsoft in the name of employee and customer engagement.

The five-year partnership will utilize Microsoft Azure, Dynamics 365 and Microsoft 365 to unlock data insight across the Coca-Cola enterprise, as well as facilitate associate collaboration on a single hub.

In order to better empower its employees, Coca-Cola has designed an app-based experience for their mobile devices, expanding beyond its existing chat interface.

The company is also deploying Dynamics 365 Customer Service, the Power Platform and Microsoft Teams to all associates, enabling call center managers to monitor performance metrics for overall employee satisfaction scores and receive real-time insights into which call topics are driving scores.

See related: Microsoft Publishes COVID-19 Resource List for Consumer Goods Companies

The technologies provide Coca-Cola with the ability to host internal meetings on a global, regional and local scale; the company even held a virtual quarterly earnings town hall with broadcast-style video presentations for employees on April 21 with Microsoft 365 Live Event.

Barry Simpson, Coca-Cola senior vice president and chief information and integrated services officer, said the partnership will help it upgrade its employee experience by replacing previously disparate and fragmented systems.

"These platforms allow us to deliver relevant, personalized experiences as we network our organization," he added. 

The Coca-Cola Company is No. 13 on the CGT Top 100 Consumer Goods Companies of 2019 list.

See related: SodaStream Names Coca-Cola Vet as CMO

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North American bottlers are expected to be able to deeply connect their contact centers with field service operations and better serve their customers so they can generate profitable growth.

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