12th – 15th March 2018
The Hilton Glasgow, UK

Claire Carroll

Head of Member and Customer Services
The Co-operative Group


9:10 AM KEYNOTE CASE STUDY- Co-op's award winning customer contact transformation:Reviving the business by focusing on your customers

This keynote case study will bring you a powerful multi-awards winning story of how Cc-op has revived their business from £2.5bn in loss, by focusing on re-establishing the relationship with their customers. 
  • Developing a road map to create a new organisational structure and clear customer –focused operating model and targets
  • Sharing the key initiatives taken to empower advisors to resolve customer issues and complaints  
  • Boosted ‘end-to-end’ complaints management across all platforms, including the vital area of social media
  • Developing the right metrics to improve colleague engagement from 65% - 85%


Check out the incredible speaker line-up to see who will be joining Claire.

Download The Latest Agenda