Service Transformation: Recent Episodes
Robin Butler
An accessible interview with leaders from service organisations on their real-life learnings from delivering change and transformation. All sectors, all industries. Always with four or five practical, key takeaways you can implement today.
An interview with Amanda Redhead of AER Consulting. Here she talks to us about leading the complaints department of a large telco through an outcome-focused transformation. She tells us about her drivers, the approach she took, the multi-faceted changes required and the links with the rest of the business. As always, she signs off with a few key takeaways. A must for anyone who handles complaints within their organisation
An interview with Martin Holloway of HomeServe. Here he talks to us about leading the field operation through a fundamental change in culture. He tells us about the drivers, his approach, the challenges he faced. He signs off with a few key takeaways. A must for anyone thinking of leading a culture change in a service organisation