Customer Feedback Management (CFM) Solution

Customer Feedback Management (CFM) is a self-sustained, real-time, automated feedback system that automates the collection and management of customer feedback from different customer service channels into daily business operations. This solution enables Robi Axiata PLC to centralize feedback management on a single platform, automating the process from collection and helps to channelize the feedback directly to relevant teams for timely action, ensuring continuous improvement of the customer experience through effective close-loop feedback management.

Key Responsibilities:

• Led the sprint planning, technical development of organization-wide centralized Customer Feedback Management (CFM) system, automating feedback collection and analysis across multiple digital and service channels.
• Defined solution approaches for standardized feedback workflows and analytics dashboards, enabling near real-time visibility into customer sentiment to support faster, data-driven decision-making.