A story-telling driven podcast revealing the successes, secrets and visions of industry greats.
PODCAST EPISODE SIX: ⭐ The Maturity of Customer Experience: From Service Centre to Boardroom
Wayne Grimshawe, Group Director of Customer Care & Shipping at Storio Group, joins us today to share his wealth of experience across operations – in the broad sense of the word, and how ‘Customer Experience’ must be a strategic priority for board level executives, and how operational leaders can ensure that ‘CX’ remains a focus in the boardroom.
Wayne has an eclectic background in operations having worked at a senior level at businesses including Barclays, Sky, Danone, The AA and Thames Water. This cross section of industry experience gives Wayne a seriously impressive depth of operational knowledge to share.
These are the areas that are covered in this podcast:
• Where do you feel organisations get stuck on the journey from operational CX to strategic CX?
• What are the top excuses leaders hide behind when they avoid prioritising CX? And why do you believe this happens?
• For a business listening to this thinking “we’re stuck” – what would you recommend is the best first move?
• When you hear “CX maturity,” what does that mean to you in a business context?
