Lian Rowlands

By listening to and engaging frontline agents, organisations can understand what is going wrong with a product or service https://lnkd.in/eArpUUQF

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In 2024 the UK still does not have a well defined Industrial Strategy! But a new report out from @PwC_UK - which surveyed over 1200 of the UK's senior business decision-makers and interviewed more than 60 business leaders - is set to address that. Find out what it says here and get in touch if you'd like to know more. #IndustrialStrategy

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Looking to ease yourself back into business after the summer months? Here's the next edition of our Business Booster Boardroom Strategy Events from our team at The Bloom Consortium Limited. Each event will support business planning for growth, and with a particular special topic featured - in September it's Reputation, Risk and Resilience. Grow your business securely!📈 💡Expert Insights - Peer2Peer Networking - Action Planning - Accountability 🎯 Full details in the post below. To register your place: 👉 https://lnkd.in/g4EkQVTh Or email: [email protected] To check your growth readiness or find out what aspect of growth readiness you should be focus on or prioritise, take our complimentary scorecard: 👉 https://lnkd.in/e4UAeW8R #Technology #Security #Reputuation #Risk #Resilience #BusinessGrowth #LetsMakeYourBusinessBloom

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By listening to and engaging frontline agents, organisations can understand what is going wrong with a product or service https://lnkd.in/edGUXawq

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PwC and Salesforce have worked together to bring you the latest breakthrough in CX optimisation. We’re sure you already understand the value of personalisation and CX optimisation. They’re vital in feeding the exceptional buyer experiences you need to delight audiences and ultimately keep customers coming back for more. Get the guide!

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#NationalCustomerServiceWeek starts today A week of focus on awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. Each day has a specific discussion area: 🐝 M – The Future of Service 🐝 T – Service with Respect 🐝 W – Effective Service Leadership 🐝 T – Risk, Reputation & Trust 🐝 F – Customer Service Recognition Day For me, there's always one element that's missing - and, in my opinion, it deserves a focus point: Employee Experience. #HappyBeesMakeTastyHoney Without considering our individual employee touchpoints and the day-to-day experience, we'll never move the customer experience and service positively. As we focus on each of those daily recommendations this #NCSW2024, let's also consider employee experience overall.

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A gentle reminder to follow Duty CX on LinkedIn - we're the UK's first dedicated Consumer Duty consultancy! You can do this by following the link below, and let me know if you wanted to discuss any of our services. #consumerduty #fca #vulnerablecustomers #cx #customerexperience #compliance #riskandcompliance #financialservices #vulnerability

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No Call No Show (NCNS) No call no show (NCNS) is a common phrase for when someone misses work and doesn’t call to let their employers know. With this said outsourcing will always make sure there is someone there on the end of a call or Chat, We can help, We are the Safe pair of hands #isyourcontactcentrematchingyourambition #safepairofhands #ringring #aiisyourcontactcentreready?

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⏰ Where WFM professionals come to share and solve problem certainly one of my highlights of the year. If you have not got you ticket yet follow the links below @AxsiumGroup #WFM #Productivity #RetailOperation

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Is your website or app delivering the best possible experience to your users? A fresh perspective can make all the difference. This article from my UX colleagues at CACI Ltd explores how a UX MOT can help you uncover areas for improvement and enhance your digital experience. Curious about how your site or app measures up? 👉 https://lnkd.in/ebvgEw3z #UX #UserExperience #WebDesign #DigitalExperience

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See below for the 2024 edition of our 'Decoding the Digital Home' report, a look at consumer sentiment in the telco and media market. Some highlights... - There is rising demand for 'telco-adjacent' offerings (e.g. smart home devices) 🏠 - However there's also an increase in consumers who don't see an advantage in buying multiple products from the same provider (e.g. Broadband & Mobile) 📞 - Therefore as the market diversifies, incumbents are at risk of entering a 'race to the bottom' acquisition bidding war for new categories and eroding potential value. 📉 Focus should instead be on securing a sticky, low cost-to-sell/serve 'legacy' base which is transitioned to new products revenue streams (e.g. Mobile/BB to FMC) in-line with their individual needs and wants. Easy to say but requires a complete rewiring of culture where customer churn and lifetime-value matter more than product volumes or ARPU.

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Interesting article in the Telegraph today. Despite the rise in AI and automation, per the institute of customer service, the public perception is that customer service levels are worse than ever before. With frustration from customers at not being able to speak to a real person. Utilisation of AI and automation should be used to enhance customer experience not disrupt it. Our focus is very much on blending AI with amazing people to deliver the best customer journey.

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Lots of people asking 'where do we start??' - you don't need to tackle it alone. We've been doing this for a long time, in all sorts of sectors, cultures and teams. What's the right mix for you? What's the right pace and focus? Book a free call with us and get clear and more importantly, get started.

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- Acquiring a new customer can cost five times more than retaining an existing customer.  - Increasing customer retention by 5% can increase profits from 25-95%. On Wednesday 17th July, we've got something special lined up for Networking-in... Vinay Parmar is joining us to talk about "Why Customer Experience is Your Secret Weapon." With stats like this, it's clear that keeping hold of the clients and customers you already have is more cost effective than generating new. Vinay, the guiding force behind Dhruva Star, has a simple yet powerful mantra: fight churn, win loyalty. He's going to show us how creating a fantastic customer experience can be the key to business success. Here's why you should be there: ✅ Boost customer satisfaction. Figure out what's working and what needs a tweak in your customer satisfaction metrics. ✅ Enhance frontline service. Understand if your clients are receiving consistent, quality service. ✅ Unify leadership vision. Get on the same page about what an outstanding customer experience looks like. ✅ Amplify your voice. If your ideas for improving the customer journey aren't being heard, Vinay will share strategies to make impactful changes. Join us to discover how to turn your customers into loyal brand ambassadors through exceptional experiences. Beat the stats, get booked on with our incredible small business owning networkers, and get your customer experiences working in your favour 🌟 https://lnkd.in/erxwtxxq #SmallBusinessNetworking #SmallBusinessGrowth #CustomerExperience

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Thinking Like a Pirate When I started on the Future State Design (North Star) in September 2022 we talked about the scale of our ambition. DWP is a large complex organisation with over 20 million customers, 80,000 colleagues based in over 1,000 locations, with over 100 business systems, delivering over 27 benefits. 30% of our customers claim 2 or more benefits. A customer can be the most vulnerable in our society, with multiple complex needs. Add to this in 2022/23 we had £8.3 billion over payments and £3.3 billion under payments. You do not get much bigger challenges to transformation. Our future state vision has looked at a 10-to-15-year horizon. How can we shift from making short term incremental to transformational changes. It was discussed that if we continued making incremental changes we would run out of time and money very quickly, and not achieve the value outcomes for our customers. We discussed our mind set about how to approach this work. A useful idea was thinking like a Pirate. Pirates are risk-takers and dare to do things differently. This was about testing long held assumptions and bring in ideas from people with a variety of backgrounds. Having worked for DWP for 32 years I have the cultural baggage about how things are done around here. This is where co-creating with service designers was excellent. They have so much common ground with business architecture and help me to think differently and challenge the sacred cows. For decades I had assumed that if DWP could simplify its legislation it would solve many problems with customer experience, data, and business delivery. Changing legislation is time consuming, costly, and difficult. Through the data work we gained the insight that if we loosely couple data with the legislation then we can deliver the transformation. Shifting from data being closely coupled to each policy product (so limiting reuse) to data being held commonly at an account level. When the customer applies for additional benefits we could reuse existing data, and reduce the questions we ask in the claim process. Thus we are not dependant on legislation simplifications. My thinking has done a 180 degree pivot. Think like a Pirate. I have attached the icon I produced for our Teams site. I needed something that would summarise visually what we were doing. The transformation is all about improving things for our customers and colleagues – so I started with the person image. Then I thought we are a design team – so a pencil is needed to produce blueprints. Finally a spanner is needed to start building stuff. It took a while for my colleagues to realise we had a scull and cross bones icon. 😉 #DWPDigital; #NorthStar; #futurestatedesign; #businessarchitecture; #servicedesign; #pirate; #data; #businessdrivendata;

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In today’s fast-paced world, digitisation isn’t just a buzzword—it’s a necessity. PA's work with West Midlands Ambulance Service (WMAS) shows the transformative impact of going digital. This shift enhances operational efficiency and empowers staff to focus on what matters most—delivering quality patient care. Imagine the possibilities digitisation could unlock in your organisation. #DigitalTransformation PA Consulting

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That's a wrap on the Call & Contact Centre Expo UK This year was a heady mix of AI/tech, genuine people focus, and operational wisdom for contact centres. One relatively common theme was that, as we tend to put more pressure onto frontline advisers, the default response to "Where do our agents go when they need additional support with all this change/vulnerable customers/mental health/systems/perceived AI threats/job security (the list goes on)?" is "They can ask their manager." Who's supporting those managers? This man - pictured in his ultimate Pokemon stage 3 evolution - is leading the charge to support that community of first line managers. Martin Teasdale understands the pressures facing this group. He's created the online Team Leader Community. And today, he's unveiled a great thought question, which could influence how we approach CX and EX in a team leader community. Get in touch with him and learn more about it. #TLC #TLEX #Leadership #ContactCentre

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Here are four practical steps to take when making the case for an optimal UK public sector workforce. Great insights from PA Consulting based on HM Treasury’s Green Book and business case guidance. #SpendingReview #LifeAtPA

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