Executive Transformation & Change Director
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%