As Customer experience lead at BT Business, I spearheaded a cultural revolution that propelled our customer experience and Net Promoter Score (NPS) to new heights. Over an 8 years I orchestrated a series of strategic initiatives, collaborated with cross-functional teams, and navigated senior stakeholder relationships to achieve an astounding NPS improvement of 100 points.1. Creating a Customer-Centric Culture:o I recognized that a customer-led culture was the cornerstone of our success. We instilled a relentless focus on customer experience across all levels of the organization lead by the managing director.o I ensured I held regular meetings with the senior leadership team to ensure they were involved in the journey and kept informed .o Consistent messaging from top leadership reinforced our commitment to exceptional customer experiences.2. Empowering Sales Teams:o Our frontline sales teams became true ambassadors for customer excellence. o I integrated CX metrics into their payplan, emphasizing the critical role they played.o Pan business I understand what drove people and in sales that was money so I was able to highlight the financial benefit of selling more and increasing revenue by focussing of customer experience to ensure their “buy in”.3. Engaging our team:o I established the “Tiger Teams” program, encouraging employees to actively participate in customer-centric projects. In return, they gained exposure to senior leaders and valuable networking opportunities.o I also created a CX champion role which is a volunteer role where 1 prson in each sales team leads on CX they get regular networking opportunities and exposure to senior stakeholders along with an opportunity to gain new skills and experience.4. Big Bets Aligned with Customer Needs:o Our strategic programs (“Big Bets”) centered around customer pain points. We streamlined our billing experience, and improved communication.o The result? A drop in time to resolve from an average of 10 days to 90% of enquiries being resolved within 24 hours.5. Systems and Processes Excellence:o Collaborating with Deep insight, we identified best-in-market approaches. We invested in the Medallia platform and seamlessly integrated it with Salesforce.o This alignment ensured transparency, accountability, and standardized practices across all stakeholders.6. Closing the Loop:o We ingrained the belief that “closing the loop” on customer feedback was as vital as closing a sale. These two were inextricably linked.o Our teams embraced continuous improvement, turning insights into action..
Listed skills include Solution Selling, Telecommunications, Unified Communications, Sales, and 41 others.
