Rosie, with 18+ years looking after logistics customers and 5+ years’ working with the UK’s leading same day courier network, will take you through CitySprint’s journey from an operations-led business to the start of customer centricity. The journey starts with the centralisation of CitySprint’s complaint handing team. The goals were simple; decrease the number of days taken to resolve complaints, improve response quality and measurement, and increase available time for operational teams across their 40+ sites. The results speak for themselves, each site on average saved 42 hours per month- equivalent to savings of £186,000 per year! The journey doesn’t end there, Rosie will also take you through what CitySprint have been busy with since their Silver win at the UK Complaint Handling Awards, covering off highlights on current projects, including the centralisation of their customer experience.