0915 – 0945
The importance of Data and data science – setting free the voice of the customer and colleague.
Revisit and improve – make sure you keep pace with your own business.
Advocates and Fan Creators – creating a connection between front line and the mothership.
Active Listening – Customer and colleague feedback.
Mutually Assured Success – if you create success for customers & colleagues, you create success for you too.
Andrew has been with Microsoft for 18 months leading a global team focused on enabling a FANtastic experience – through a few key strategies: creating journeys that work, empowering/ energising front line teams, using technology well and focussing on the customer.
Andrew started working in contact centres after university and caught the CX bug. Before joining Microsoft Andrew held senior positions in multiple organisations such as Teleperformance and Vodafone – always focussed on making things better for the customer, colleague and business.