Customer Engagement Examples of Excellence: Recent Episodes
EngageCustomer.com
Engage Customer podcast brings you the hot topics and tips in the customer engagement industry. Hear from a range of industry leading brands, including Facebook, IKEA, Nespresso, LinkedIn & more, as they share their journeys, success stories and future plans that you can implement into your business.
In this episode we meet Sarah Williams Head of Customer Experience at Westminster Council. Overseeing a team of 200 colleague Sarah takes us on a journey to share their mission of consistently and professionally meeting the needs of Westminster residents by being ambitious, data led and customer centric.
She tells us proudly that this means that they have also created an inclusive and employee focused culture that empowers and engages employees to deliver empathetic, accessible and effective services resulting in positive outcomes for their residents across a wide range of services and diverse inquiries.
She also provides us with valuable insight into how they have combined an effective use of technology with her talented and enthusiastic team, to improve efficiency, transparency and trust in their services.
In this episode of The Voice of Customer Experience we meet David Avrin who is a Customer Experience Keynote Speaker, Consultant, Author and Podcaster, among many other things, and an author of seven books including his latest, “Ridiculously Easy to Do Business With - A practical guide to giving customers what they want-how and when they want it”
David shares some valuable nuggets with us and says that “it’s not what you do well, it’s what you do better than others that do it well”.
He also tells us that convenience has overtaken quality as a primary driver of great customer experience that will gain a competitive advantage. He adds, that we need to ensure that we focus on the unseen points of friction businesses are burdening their customers with and that simplicity, speed and flexibility can reduce this friction and be the catalyst for delivering memorable customer experiences.
David also reveals the companies that are doing a great job with CX and why they are successful. This is a podcast not to be missed!
In this episode we meet Matt Roberts, VP Customer Insight at Formula E. Matt shares the journey that Formula E have been on to significantly increase fan engagement and event attendance through the effective and timely use of relevant and valuable insight and data.
He tells us that from a standing start in 2021 with relatively little data and insight they have grown their CRM fan database to over 1 million subscribers using a variety of innovative and personalised techniques that have clearly resonated with their fans.
In addition, he explains that they have also been able to share these breakthroughs with other colleagues who weren’t immediately convinced of the value of the data, but now see how this can help all parts of the business to sustain and grow the business profitably.
In this episode we meet Sabina Onwuka Head of Customer Services at the London Borough of Barking and Dagenham. In this warm and inspirational conversation, Sabina shares the importance of empowering and engaging employees in a way that enables them to deliver empathetic and positive outcomes for all of their residents.
She introduces us to idea of amplifying “The Silent Voice of the Customer.” A groundbreaking program that uses data and insights to reach out to vulnerable residents who may never contact the council, and those who may not be aware of the help and support available to them at Barking and Dagenham.
She stresses the motivational value and benefits of involving her team in operational and technology initiatives and the positive results in terms of employee wellbeing and retention.
In this episode we meet Nick King Insight Director at AutoTrader. In this interesting and insightful discussion, Nick takes us on a journey thorough the fast-moving world of car buying and selling and tells us how data and insight has dramatically redrawn that landscape.
He shares that much of the initial activity is carried out online due to the vast amount of data available meaning that consumers are much better informed, dealers can turn over their stock more swiftly and the customer experience for all is significantly enhanced.
He also delivered a valuable and data rich update on the state of Electric Vehicle (EV) adoption in the UK, provided strong evidence that much of the “negative” sentiment is unfounded and there are many good reasons for consumers to “charge” into buying an EV. A thoroughly enjoyable conversation not to be missed.
In this episode we meet Jerry Angrave fromEmpathyce and Vinay Parmar of Dhruva Star, two highly qualified CX professionals with extensive experience in travel and transportation. In this fast paced and broad ranging discussion, we look at the challenges faced bymany segments of the travel industry, and the impacts on the passengers and customers when things don’t go to plan.
Jerry and Vinay discuss the complexities and changing face of modern-day travel and share ideas on the importance of recognising different customer demographics, their diverse, but equally important needs and the multiple scenarios that can impact the overall travel experience.
They strongly agreed that it’s vital to empower colleagues to take proactive ownership of these situations and focus on delivering relevant and timely communications that can reduce passenger stress and anxiety. They added that when employees do this with empathy and the personal touch, it can bridge the communication gap and help carriers and other travel companies deliver memorable and sustainable customer experience.
In this episode we meet Alex Williams , Head of Contact Centre at UK Power Networks, a distribution network operator for electricity covering Southeast England. In this wide ranging and informative discussion, Alex discussed the importance of supplying and maintaining power to over 25 million people and the challenges that arise when that supply is threatened.
He told us how UK Power Networks has blended the key elements of soft skills, adviser updates, swift internal communications and a modern technology infrastructure to proactively provide timely and accurate information to their customers when power supplies are interrupted.
He shared that by focusing on empowering and engaging colleagues, it provides a context and a framework that can mobilize people to develop the understanding, skills, and patience to handle almost any situation with care, empathy and a reassuring manner. Vitally important with all customers but especially vulnerable and elderly ones.
UK Networks truly gives power to the people!
Transformation doesn’t always have to be revolution and while big bang revolution is often perceived as the exciting, results generating differentiator, in an industry that hasn’t always been known for innovation and transformative change, evolution plays a huge part.
In this chat Rebecca will take us through how AXA Health are embedding a customer centric culture, empowering colleagues to listen to customers and take action to remove pain points, to develop more efficient and effective processes which helps more customers do what they need to do, find what they need to find and ultimately better understand their health insurance plan. By listening, tweaking whilst recognising that most of our customers don’t even use, or even want to use our product, more of our customers appreciate the value their plan offers, more customers trust us and satisfaction scores are growing.
We will talk about the importance of driving consistency for all audiences, across all channels and how this can be a great starting point for transformation.
In today’s episode our Guest Host Gerry is joined by Lawrence Heath, founding partner and lead CX strategist at Untangld. In this wide ranging and informative discussion, we look at the often undervalued and overlooked, but vitally important, soft skills, that are key complements to technical and operational elements of delivering great Customer Experience.
In this episode we meet Nicola Collister and Simon Norrie, co-founders of Custerian, an innovative and well established People Change Agency. In this fast paced and broad ranging discussion, we look at how by focusing on customer outcomes, and co-creating financially and technologically sound business cases, they have helped a range of business achieve their business goals. We discuss the role of technology, the importance of accurate and accessible data and where and how AI can play a role in helping businesses deliver memorable and sustainable customer experience.
In this episode our Guest Host Gerry Brown is joined byGenesys experts Zaheer Gilani, Director Strategy and Consulting and Kashaf Chaudhry, Director Strategic Accounts UKI.
Throughout the podcast, we discuss three main topics:
- The significance of cloud for CX
- The role of AI in CX
- The future role of humans in CX
In our latest podcast episode, industry experts Martin, Paul, Jim, and Steven Miller shared insights into Benenden Health's groundbreaking journey towards operational excellence in their customer contact centre. Through collaboration with Sabio and Genesys, Benenden Health has not only addressed operational challenges but also prioritised the wellbeing and support of their workforce, marking a transition from traditional Workforce Management (WFM) to a more holistic approach known as Workforce Engagement Management (WEM).
In this episode of The Voice of Customer Experience, Gerry Brown is joined by Louise Walsh, Chief Customer Contact Officer at Utilita Energy. Utilita formed in 2003, is the UK’s first and only specialist Pay As You Go Smart Energy supplier, whose mission is to offer consumers better service and a fairer deal. Louise has been with Utilita for over 12 years in a variety of increasingly important customer facing roles. In this podcast she talks about delivering “Tech with integrity” and shares her experiences and passion for helping customers and inspiring colleagues to deliver on that promise every day in an often challenging and emotional contact centre environment.
In this episode of The Voice of Customer Experience, Gerry Brown is joined by Dion Millson, CEO of Elerian AI, whose innovative technology is helping companies automate telephone calls, using Intelligent Voice Agents (IVA) to deliver a natural, human-like interactions and a consistently great caller experience.
We’ll explore the differences between basic, generalist chatbots, and pre-trained IVAs designed specifically for contact centres, that can be easily deployed without need for expensive, time-consuming engineering.
Dion takes us on a journey to look at some of the best inbound and outbound IVA use cases that deliver tangible ROI’s, explore the implementation process and how best to get started with an IVA.
We’ll discuss how the analytics and data captured by an IVA can positively influence the experience for both customers and colleagues, where generative AI fits into the story and have a look at the future of IVAs in the contact centre and beyond.
In this episode we’re joined by Jean-Francois Damais, GlobalChief Research Officer and Jamie Thorpe, Head of Experience Management (XM) at Ipsos.
Following the publication of the UK CX Report, we’re delighted to delve deeper into the research findings from this unique cross-industry study carried out by Engage Customer and Ipsos.
Listen now for analysis and insight into the findings that will help your organisation to focus on what matters most to the customer.
Our 2023 study covered:
- 9,408 experience evaluations
- 5,000 UK consumer
- 7 industries: automotive, mobile phone, insurance, current account, retail (bricks and mortar), restaurants, and holidays (including third-party booking sites)
- 73 touchpoints
Everywhere you turn, every company you transact with is trying to sign you up to their new loyalty scheme. Retail is saturated with loyalty schemes but are they effective? Divya will explore the rise of loyalty schemes, their purpose and how to create lasting relationships with your customers.
We are all potentially vulnerable at some stage in our lives be it a life event like redundancy or a bereavement through to our own health.
Consumer duty is all about delivering good outcomes for all customers and vulnerability is mentioned more that 100 times in the final paper so from a regulatory aspect, it’s critical. We have never been driven by regulation alone and we have a market leading strategy and societal responsibility behind our approach.
Customer facing colleagues are key when it comes to supporting customers in vulnerable circumstances however we recognise the need to really embed vulnerability consideration into everything we do and into our product, proposition and communication deign. If we don’t embed consideration at this earlier stage, our customer facing colleagues will always be met with customers struggling to engage with our products and services.
Our approach to embedding vulnerability consideration is key to helping us achieve good customer outcomes and our approach has been to embed a framework supported by principles and standards as well as a three pronged approach to training which has allowed us to bring vulnerability to life for our colleagues and to help close the empathy gap for colleagues fortunate enough to have not been impacted by vulnerability or an accessibility challenge.
Discover how the Financial Times works to understand their customer story.
Listen to this session from the 2023 Customer Engagement Transformation Conference, where Charlotte Owen, Head of Customer Planning & Customer Relationship shared how unlocking your customer needs and motivations supports strategic decision making and allows for commercial growth.
Bupa is a large global organisation and within the UK has over 26,000 employees supporting over 4.7 million customers with their health and care needs. As one of the leading health insurance providers in the UK, Bupa Insurance has witnessed the impact that Covid-19 has had on the population and the healthcare industry.
The pandemic has changed the world as we know it, our outlook on the world and our attitude to health and wellbeing. During the pandemic the limited access to healthcare gave rise to a change in how customers looked to access healthcare. Bupa needed to ensure that its people remained close to the customers to understand how their needs were changing so that its products and services could support them in their daily lives and remain relevant and provide value.
To achieve this Bupa set out six strategic challenges to be achieved within 3 months, one of which is to enables its people to get closer to the customer and take ownership for delivering the change needed to improve the customer improvement. During this session Anna Wilcox, Head of Customer experience shares how they did so....
The use of Apps has grown phenomenally through the pandemic years and are known to drive loyalty with customers. In a recent report from Google, they quoted that retail brands that design app journeys to drive customer loyalty have a Net Promoter Score that’s 32% better than retailers that do not.
However, customers are starting to be more selective with the Apps they are keeping on their personal devices. Bethan talked about how to set your App strategy to drive customer loyalty and growth.
Bethan is a customer experience specialist. She started her career advising Retail, Services and Media businesses as a Strategy Consultant. Over the last 10 years she has led the development of customer propositions for some of the UK’s leading retail brands including John Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the heart of their experience.
Discover how the Financial Times works to understand their customer story. How unlocking their needs and motivations supports strategic decision making and allows for commercial growth.
Engaged employees = Superior CX: Empowering employees boosts their engagement, leading to exceptional customer experiences.
Ownership and Initiative: Empowerment fosters employee ownership and initiative, driving proactive problem-solving and improved CX.
Collaboration and Innovation: Empowering employees encourages collaboration, knowledge sharing, and innovation, enhancing overall customer experiences.
By empowering employees, organizations can elevate CX through engagement, ownership, collaboration, and innovation.
In today's podcast, Gerry Brown, Chief Customer Lifeguard at The Customer Lifeguard, and Leigh Hopwood, CEO at the CCMA, delve deeper into the importance of the contact centre and its role in driving customer loyalty and retention. They highlight the pressure on the frontline, the need to close the gap between customer expectations and service delivery, and the effective utilisation of contact centre insights to drive business change. Through their insightful discussion, they emphasise the critical role that the contact centre plays in shaping the customer experience and ultimately, the success of an organisation.
A Fireside Chat with Sabina Onwuka, Customer Services Manager at London Borough of Barking and Dagenham.
Hybrid working is without doubt one of most significant changes to the way we work in living memory. For many businesses, enabling remote working was a necessary response to ensure business continuity in the face of the challenges thrown at us by the pandemic. We now have the opportunity to take stock; to reclaim control, create balance and reshape the new ways of working in a way that works for our people and our businesses. The debate rages on about the most appropriate way to do this and of course the answer may well not be one size fits all. Join us as we discuss what we all need to be thinking about before we make the changes needed to make hybrid work.
Recognising the needs of vulnerable consumers can be paramount to ensuring great customer services. Hear from Tandem Bank's Managing Director of Servicing and Tandem’s Customer Experience Manager on how they utilised speech analytics to track vulnerable and cost of living consumers behaviours.
Set up in the midst of the pandemic, E.ON Next is a new energy supplier focused on renewable energy. In a podcast for Engage Customer, CEO of Soul Corporations and Guest Editor at EBM Nicholas Brice spoke to E.ON Next’s Head of Digital Customer Experience Abdul Khaled. Together, the two discussed what it means to be a customer-centric organisation and how companies can provide value to their customers.
Recent crises have put energy at the forefront of people’s minds
Discussing E.ON Next, Abdul noted that the energy supplier previously occupied a space which attracted relatively low interest. Now, however, this has drastically changed due to the recent crises which have put energy at the forefront of people’s minds. As a customer-centric organisation, E.ON Next is now focusing on providing customer value and helping clients use their energy more efficiently.
In the podcast, Abdul stressed the importance of leadership and the direction that they set. Expanding on this, he shared that the leaders who wish to place customers at the heart of their operations should ask themselves whether their targets are customer centric. Going further, Abdul urged leaders to develop long term strategies:
“Are you prioritising customer feedback, customer sentiment and customer ratings over and above profit sales with the belief that if you stay the course, providing customer value and making sure that customer satisfaction is at the top of your priority list, profit, sales and revenue would naturally transpire?”
Defining values and principles
To ensure that their customer-centric strategy is successful, leaders must also define clear values and principles. Revealing the values that drive a customer-first culture in E.ON Next, Abdul pointed to speed and urgency. More specifically, he discussed the current living conditions in the UK, highlighting people’s fear of poverty, their struggle to keep warm, and the potential illnesses they face.
“If I had people in my organisation who are not able to prioritise that customer and are too worried about their process or perfecting their work, that’s not a right culture fit because for us right now, it’s about how can we reduce the cost that customers are paying for their bills, […] how can we help them, how can we give them advice, tips, techniques, solutions to stay warm throughout this winter. That means that when we see a problem, we need to deal with it with urgency and speed.”
Besides discussing these issues, Abdul spoke about customer centricity more broadly; that is, he shared the success stories of other companies, including Amazon, Apple, and Michelin. Moreover, he gave businesses advice on how to become more customer centric.
The main tips he offered were to think outside the box, create a unique value proposition, have the right culture, invest in the right tools, and take action once you have insight into your customers’ needs.
After 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive and the Fair Treatment of Vulnerable Customers. I have always worked to provide good outcomes for customers and so moving into this role was ideally suited to me. It’s a very rewarding and challenging role.
Maria is the Customer Outcome & Resolution Director for Starling Bank. She is an experienced senior leader, with a proven track record in the financial services sector which spans over 20 years. Maria cares passionately about customer centricity and has successfully delivered a number of operational performance and customer experience improvements at multiple financial services organisations in order to support business and strategic ambitions
As the Global Centre of Excellence (CoE) leader Lynzi oversees the running of global and regional campaigns that tell the Aon Story and support business growth. On setting up the campaigns CoE Lynzi took the marketing organisation from operating in solios to a more effective model which ensures Aon’s has a globally consistent go to market approach as well as allowing for innovation and scale at speed.
Anuj is a technical leader with a substantial delivery record of complex technology platforms including Cloud Transformation, Data Modernization, Fintech Products, and Data-driven Algo Trading.Anuj enjoys leveraging strong business and technical acumen to facilitate world-class customer-centric products leveraging data, blockchain, and AI. He maintains a proven track record of working effectively with clients, team members, vendors, and other key stakeholders to resolve complex business challenges.
Allison has worked in the Telecommunications industry for 26 years and is currently working in Service Strategy in Sky Group Technology, focusing on TV Customer Experience and primarily the technology that underpins and supports that– a topic which she is extremely passionate about.Her focus is on ensuring that Sky customers are able to enjoy all of the great content and products that they love right now, as well as understanding their future requirements and defining strategies to accommodate customers growing and evolving needs in their connected life. Working across Sky group to ensure technology is scaled and supported; collaborating with external partners ensuring customers have access to the latest content to meet their work, education, home and health requirements in order to give a great customer experience while balancing the service economics to Sky.
Frans is CMO Western Region (Belgium, Netherlands, France) for the TUI Group since 7 years, overseeing all marketing & customer disciplines in the three countries. After a huge rebranding exercise towards TUI in the different markets, he worked with his teams on building a truly omnichannel brand, which resulted in several awards both for best website & best retail experience.Two years ago he has taken on the additional responsibility of Customer Experience Director for the TUI Group. In this capacity he leads Customer Strategy & Innovation, Consumer Insights plus all Customer Service Operations in the different locations where TUI operates. Frans has lived and worked in 10 countries, speaks several European languages and enjoys learning about and understanding cultural differences.He worked previously for Disney Parks & Resorts, based in Paris first as VP Sales & Distribution EMEA and later as VP Marketing & Sales Benelux & Germany, Switzerland & Austria.Frans started his career as a Management Trainee for KLM Royal Dutch Airlines and worked during 15 years for the Air France KLM Group in the Netherlands, Argentina, USA, Norway & the UK, in different commercial and general management positions. He has a strong passion around omnichannel & customer experience. He acquired his CCXP accreditation last year and is active in judging at International Customer Experience Awards. Frans holds a Bachelor in Hotel Management from Hotelschool The Hague and a Master of Science in Business Administration from Nyenrode University. He is married to his Norwegian Birgit and has three teenage sons, crazy about football.
Hear from some of the industry’s experts as they discuss How knowledge management initiatives are revolutionising the human experience.Joining us for today’s panel, we have Kathy Shine, Training and Knowledge Specialist at Fexco, Matthew Kemp, Head of CRM and Customer Operations at Formula One, Victoria Duxbury, Associate Director Knowledge Development at BCLP Law and Karina Battaglia, Innovation, Marketing & Customer Success at Microsoft!
When it comes to discovering knowledge within an organisation, people often ask, "why can't we just have Google?" The amount of digital information is growing faster than ever, and it's being created and stored in tons of different locations. Employees are then left with the burden of searching endlessly, often coming up with incomplete or inaccurate information. Learn how large, complex organisations have realized this growing problem and identified enterprise search and the key to addressing it.
I’ve worked as a professional librarian for close to twenty years in both public and private settings. I started as a paraprofessional at North Carolina State's DH Hill Library and eventually transitioned to the US Environmental Protection Agency (EPA) and the National Institute of Environmental Health Science (NIEHS) while pursuing my Masters in Information and Library Science from UNC-Chapel Hill's School of Information and Library Science (SILS). After Graduate school I began my professional career at an environmental consulting agency in Boston and a clean energy think-tank, Rocky Mountain Institute (RMI) in Boulder, CO. My experience as a knowledge manager and Research Librarian at RMI help me jump into the tech world where I focused solely on knowledge management at Uber Technologies in San Francisco, CA. I now lead the strategy and conversation for our Global Marketing Solutions Learning team around Knowledge Management at Facebook. I focus on capturing institutional knowledge from around the globe using a content management tool and old school librarian organization. I have presented on using digital tools to connect and communicate to unique user groups in chapters of 21st Century Black Librarian in America: Issues and Challenges and at conference presentations including the Joint Conference of Librarians of Color, 2.0 and Beyond!: Helping seniors interact and Special Library Association, Chicago 2012, Suddenly Solo: What To Do When It’s Suddenly Just You and most recently at the 2017 Special Librarians Association Annual Conference's Dream Jobs Panel, held in Phoenix. I have had great opportunities and have gained a unique perspective into libraries and knowledge centers and look forward to the future of libraries and knowledge management.
Barbara Bitondo is a senior specialist who leads strategic, transformational corporate initiatives and global knowledge-sharing experiences in partnership with learning, communications, information management and human resource teams at the World Bank Group. She has been recognized for designing replicable, scalable experiences that expedite tacit knowledge transfer and combine emerging/existing, synchronous/asynchronous technology in new ways. Barbara is passionate about connecting and engaging diverse groups, matching needs with know-how, and values elegant, memorable and impactful solutions with measurable results.
Pete is a “People-focused transformational leader’ who is passionate about customer service, helping others achieve goals, and driving a continuous improvement mindset. Inspire a team of 50 nationalities speaking 17 languages to embrace challenges; drive visible, measurable high performance. Direction-setter and key influencer who shapes opportunities and people to foster success, stability, and growth.As a motivating “no excuses” IT executive with a history of repeated advancements into increasingly responsible technology leadership and service delivery roles. Led consolidation of 31 local and regional service desks across LATAM and Europe into a unified global world-class customer service operation for DHL that has won industry awards in Malaysia (Ace) and Europe (SDI).Pete loves what he does and his passion for people and for driving change in organizations keeps him excited and engaged.
Kate Jones leads a team of 80 people in Royal Mail providing a centralised knowledge management service to the UK business. The team provide regular reporting, data provisioning, master data management and business partnering services.Kate has worked for Royal Mail for over 20 years, joining the company as a Mathematics graduate and has undertaken varied roles within the organisation during her career. Her roles have focussed on data and reporting since her involvement in the company’s IPO in 2013, where data accuracy was a key area of focus.Kate has a passion for people management and empowering her team to provide an excellent service. She has built a wealth of experience regarding Royal Mail’s datasets and KPIs and her team support the operational, financial, customer and HR/people functions within the organisation. She has been leading the transition from legacy reporting practices to the adoption of BI tools such as QlikView and Business Objects, to remove manual work and increase insight into large and complex datasets.
Hear from some of the industry’s experts as they discuss How traditional customer contact is evolving and what this means for the customer journey?Joining us for today’s panel, we have Sergio Martin, Global Remote Resolutions Manager at IKEA, Mohamed Mohamed, Global Head of Customer Operations at British Council, David Farris, Director of Worldwide Customer Experience at EA Sports and Manas Bhardwaj, Head of Customer Success at Microsoft!
Wais Shaifta currently sits on the Board of The Gym Group plc as a non-executive director, where he is supporting the next phase of their growth. Prior to that, Wais was the CEO of Push Doctor, one of the leading digital healthcare companies in Europe. It works in partnership with the NHS to connect millions of patients each week with clinicians and appointments which are available in minutes. Wais was previously Director of Global Operations at Europe's largest online beauty marketplace Treatwell and prior to that, he spent six years with Just Eat culminating in the role of International Operations Director where he was responsible for overall group operations strategy and consumer experience.
Michela is an international Customer Experience Manager who strongly believes in CX to break the silos in the organization and drive business growth. In her career she has led global CX transformation projects in international companies across different industries: Telecommunications, Retail, Utilities, Food&Beverage. Her areas of competencies go from CX strategy, CX Design, Customer Journey & management, CX Governance and customer-centric Culture development. Her passion for CX, her customer-centric methodologies and the ambition of improving the CX by challenging the status quo, make her a true customer advocate and change maker. Currently she is responsible for the design and delivery of new value propositions, customer journeys and experiences that will shape the future of Nespresso globally.
Ever wondered what it’s like to be working for a company that to inspire women to feel amazing and celebrate their figures? Join our exclusive interview with Julie Austin, Marketing and Digital Director at Bravissimo as she tells us more about her role, recent projects, and future plans.
Gemma joins us as Head of Customer Experience at Yell working towards the mission of connecting consumers and businesses brilliantly. With over 20 years of experience delivering customer focused change across organisations in a variety of industries, namely logistics, housing and digital marketing industries. Gemma is passionate about delivering outstanding customer experiences and continuously improving those experiences through insight and bringing a customer's journey to life. She is at her best when working collaboratively to achieve customer focused outcomes and empowering teams to deliver these.
Becky was formerly at Bain and NewsCorp, MBA from HBS. Focused on media, information and marketing services sectors, with deep experience in strategy and execution.
Ever wondered what it’s like to work for a company that helps improve people's lives through meaningful innovations? Join our exclusive interview with Lindsay Mitchell, Global Lead of Customer Engagement at Philips as she tells us more about her role, recent projects, and future plans.
Ever wondered what it’s like to work for the company that registers the ownership of land and property in England and Wales? Join our exclusive interview with Andrew Robertson, Head of Customer Policy & Service Improvement at Land Registry as he tells us more about his role, recent projects, and future plans.
Ever wondered what it’s like to work for a company that allows you to browse 1000s of handpicked holiday cottages & accommodation in top locations throughout the UK & Ireland? Join our exclusive interview with Luke Squires, Operations Director at Sykes Holiday Cottages as he tells us more about his role, recent projects, and future plans.
With a truly joined up customer and employee engagement strategy, NatWest took home 4 Engage Awards on 2nd December 2021 in the following categories:• Best Customer Contact Strategy in a Crisis• Best Customer Service Team• Best Use of Voice of the Employee• Best Use of Technology in Employee EngagementWe're so excited to hear how NatWest achieved such amazing success as Katie and Cath delve further into how to create a winning CX strategy on 9th February at 12:35PM GMT.
Luke tells us about Affinity Water's transformation journey since 2019, which has won many awards for its approach and delivery, both within the UK and Globally. Luke will explain how the transformation started through the development of clear customer and colleague insight, which lead to a journey of change which impacted their customer focus, colleague processes and capability as well as the deployment of new systems to enhance experience. Along the way Luke will share some of the lessons learnt, from creating a platform for change, engaging with leadership and driving improvements through every layer of the organisation.