Jayne Hall Email & Phone Number

Reading, United Kingdom

General advisory and consultancy services in the "customer" space across customer service and marketing, helping organisations improve business results by changing how they deal with customersBoard and Executive level supportMentoring and coachingEngagements include • Collaborating with professional services companies to provide specific expertise to fulfil briefs with clients and find solutions to specific issues• Shaping and supporting tactical and strategic customer experience initiatives at John Lewis & Partners, a well-known UK retailer• Improving customer experience in the Republic of Ireland for Finning UK, the UK and Ireland's largest Caterpillar equipment dealer - journey mapping, finding the places where pain exists, and where customers feel that their expectations aren’t met, and developing recommendations of key actions to improve the customer experience• Transforming complaint handling for Commercial Banking at HSBC, one of the world's largest banks - creating a new Service Recovery function to support frontline colleagues to resolve complaints at the first point of contact, to act as a point of escalation for complex issues and provide root cause analysis of complaints to drive change and implement fixes (delivering significant reduction in time to resolve, lower complaint volumes and improved customer satisfaction)• Customer journey analysis and redesign to reduce the time to open a business bank account whilst embracing regulatory requirements (resulting in less drop outs and cost savings) for HSBC bank• Shaping the case for change and proposals for organisational changes required to succeed for Element Six, a leading supplier of synthetic diamond super materials embarking on a B2B customer experience and customer service transformation programme • Supplying customer experience expertise to a US start up company providing marketing and customer service automation e.g. the use of email, SMS, interactive voice and virtual agent solutions

Customer Experience consultant Consultancy to help business leaders and their teams to find incremental value by operating in a way that better reflects the way their customers and clients see the world; the right customer and client experiences to result in better business.Engagements include • Providing customer experience consultancy to regional airports. Helping the airport employees and partners step into their customers' shoes and experience the airport from their customers' perspectives. Mapping customer journeys to gain insights into common customer pain points and generate ideas for how they can improve the customer experience.

Reading, United Kingdom

- Building understanding of organisations’ wider strategies, pressures & goals to define CX ambitions & strategy- Working with organisations to see things from a customer’s perspective, get the customer’s voice heard, understood & acted upon - Providing support & advice to organisations embarking on large CX & customer service transformation programmes - Sharing with organisations practical, cost effective customer experience management expertiseEngagements include • Developing service strategy & propositions for Residential & SME customers, plus the resultant transformation planning for EON, one of the UK's leading integrated energy companies . (#1 in uSwitch CSat in energy industry, improved CSAT & reduced cost to serve)• Building CX capability with TUI, a global travel & tourism business - team design, training/mentoring staff & providing a framework for managing CX (Embedded customer journey concept with insights at each point to establish clearer priorities for change and quick wins)• Designing a framework for improving CX for Residential and SME customers that increases advocacy & translates into bottom-line benefits for EON, one of the UK's leading energy companies. Defining customer journeys & metrics, identifying priorities for improvement, formulating governance & an effective change programme, creating a new CX team & collaboration across multi-disciplinary teams for successful delivery (Improved NPS performance, clear priorities for change & quick wins on a number of customer journeys e.g. moving house)• Outlining a vision for Marketing for EON, one of the UK's leading energy companies – articulating the new department’s purpose, objectives & priorities for delivery; joining the dots between Group, UK & Marketing to distil a sense of direction & central orientation; creating mandates for the new Marketing teams, inputting into resultant organisational design & business planning (Improved employee engagement & organisational effectiveness)