City Suite 1
0915 – 0945
Loyalty begins when something goes wrong and not when something works. In this session James will explore the modern customer journey and how the loyalty debt is being driven by resolution gap between consumers and their customers and what we are looking for, better outcomes.
James Walker is the Founder, CEO of Resolver. Resolver launched in 2014 by James after experiencing poor customer service. During the company’s first year, James was the sole member of the Resolver team, running the company whilst working as head of Innovation for Kingfisher Plc. Since then, James has become a respected specialist in consumer rights and has built Resolver from a company that hoped for 30 cases a day to one that expects double that amount before 1AM. In addition to running the company, James writes weekly columns for a number of national and regional newspapers, and is frequently called upon to provide guidance and commentary on consumer issues for both regulators and the Government.
