WhenThursday, October 22, 20202:00 PM - 3:00 PM ETWhereOnline
CX Realities: How Computacenter Brought Employees Along On Their CX Journey
Bringing an entire organisation along on the journey to great customer experiences is a CX professional’s dream – but it’s not easy. For Computacenter, though, that dream is becoming a reality.
How? A combination of communication, treating teams as partners in the process, and dovetailing the customer experience into wider business drivers. The result is a customer insight engine that that not only fuels day-to-day tactical change, but impacts the big picture too.
Join Donna Kempster of Computacenter and Confirmit’s Phil Durand as they discuss the theory versus the reality of implementing a CX strategy that drives action – and engages every employee in the process.
Customer Insight Manager
Donna Kempster is the Customer Insight Manager at Computacenter where she has worked in various roles over her 18 years with the organisation including managing the Market Insight function for 6 years. She has managed the Customer Insight team for the last 11 years where she has responsibility for the Voice of the Customer programme, an area she is extremely passionate about.
Donna has driven the programme to support a systematic approach for collecting customer feedback, deriving insights, and enabling continual improvement and innovation resulting in relevant and long-term value for customers. Over the years the programme continues to evolve and whilst the programme is mature, they are always on a journey adapting to the requirements of the employee and customer experience.
The latest focus has been driving a global solution, that facilitates a more proactive & productive approach to acting on customer insight.Phil Durand
Director, Customer Experience Management
Phil has worked in customer experience measurement for twenty years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that deliver business change. He firmly believes that insight is only important when a business focuses on what it means, why it matters – and crucially – what they’re going to do about it.
His real enthusiasm has always been for the creation of engaging programmes that motivate a business to improve. This is about creating a competitive advantage while staying true to the customer voices heard. He has taken roles on both the agency and client-side, developing and managing large, multi-national programmes across a range of industries including travel & tourism, automotive, utilities, finance and telecoms.