Interviews with Industry Leaders
James discusses the considerations behind developing strategic and tactical contact centre solutions for the Argos business, ranging from digital channels to running a continuous improvement programme.
Jean-Marc talks about the importance of building trust in an organization such as eBay and why honesty is always the best policy with customers.
Adam Rowse, Managing Director, Relationship Banking, Barclays speaks with the Customer Management Network about the challenges faced when managing over 4000 employees in call centres, and how he tackles these issues to deliver an excellent customer service. Adam also discusses his approach to the growing shift towards digital banking and much more.
Jan Smets, Director of Customer Care, Bpost speaks with the Customer Management Network about how the service ad marketing functions affect each other when building a customer strategy, how has social media affects customer strategy, and touches on some of the initiatives he has put in place to tackle the social media phenomenon.
Neil Blagden, Director of Customer Strategy & Business Operations, CCO, DirectLineGroup speaks with the Customer Management Network about how he combines business operations, customer experience transformation and multichannel strategy to deliver a great customer service strategy, how has social media has affected his customer strategy, and the initiatives he has put in place to tackle the social phenomenon. Neil also discusses how he goes about delivering a great level of service whilst streamlining operational activities.
Jack Upton, UK Director of Training, Education & Customer Services, McDonald’s speaks with the Customer Management Network about being accountable for the training, education and customer services throughout McDonald’s in the UK, and the impact his training initiatives have on the customer service McDonald’s deliver, and much more.
Fiona Veitch, Director of Global Contact Centres, Jumeirah Hotels speaks with the Customer Management Network about how she link customer contact centres to make sure there is a single view of the customer, the importance of people management in her customer contact centres and she leverages this to deliver an excellent level of customer service. Fiona also discusses the difficulties in managing the delivery of an excellent customer service whilst keeping costs down.
Nick Crossland, Director of Customer Services, Bupa speaks with the Customer Management Network about the core elements he focuses on in his customer service strategy, the implications of multichannel been on his overall service delivery strategy, and how he goes about delivering a great level of service whilst streamlining operational activities.