In this live episode of the CCMA Informer podcast, Chris sits down with Ryan Rubertazzi, Head of Consumer Assisted Sales and Care and Sarah Lane, Senior Consumer Care Manager at Vodafone, to explore the thinking behind the UK telecoms provider’s ‘Just Ask Once’ programme.

Discover how the team laid the foundations for success, aligned people, process and technology, and tackled the realities of delivery. An honest conversation about what worked, what they’d do differently, and the lessons other organisations can take away.

Informer Live! Talk Track

• Introduction from Chris
• Ryan and Sarah talk us through what ‘Just Ask Once’ was, how and why it was conceived, the early-stage timeline
• Ryan and Sarah talk us through some of the challenges of getting the programme started, personnel-wise, skills requirement, process, tech
• Where are we at, currently? Ryan and Sarah talk us through what Just Ask Once looks like today. Some of the success metrics, some of the issues. How has it changed the day-to-day for the frontline teams that are living and breathing it?
• What are the metrics that highlight that the customer gets it, buys into it and feels the benefits?
• What’s Ryan and Sarah’s advice for other organisations that are looking at how they might be able to do something similar? What have they learned and what’s next?

To listen to previous episodes of Informer visit our Spotify channel here