LIBERTY GLOBAL VENTURES ideas that are implemented . Assuming a new idea has a life cycle of two years before it has to be refreshed , Liberty Global captures only two years of savings , regardless of the sometimes longer-term impacts . In five years , the program has generated 24 million euros of direct savings .
Matchbox The second program is branded internally as Matchbox , which is a very specific , hands-on Agile training course that walks participants through the six stages of Agile methodology . To take advantage of the Matchbox program , business unit owners commit their participants to two hours per week for eight weeks . The first week is an introduction to the program , followed by six modules . Then , in the last week , employees are given the opportunity to showcase the results of their work by pitching the ideas they have developed using the rapid iteration , rapidcycle Agile methodology .
One idea generated by the program reduced after-hours customer calls by 25 % and improved customer net promoter scores (“ NPS ”), where customers rate their satisfaction by their likelihood to recommend a product or service , by 10 %. The prior process included turning off customers ’ entertainment service when their bills became too far overdue . They ’ d come home from work and discover they had no TV service . To make a payment and have their service turned back on , they needed to proactively contact our customer service group . An engineer had the idea to develop an integrated IVR code that enabled customers to dial a number , provide their credit card information , which could then be approved automatically , and generate a message to their set-top box to turn their
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