Why organisational design is critical to delivering exceptional CX

The impact of the right operating model on business performance can be felt on the top and bottom line. This is prevalent in the contact centre where the right organisational design can generate a motivated and successful workforce, set up to deliver a compelling customer experience.

To really understand why getting the model right is so important, we invited senior leaders from across the industry to an exclusive event.

Andrew Hall, Managing Director of Customer Solutions at Webhelp, shared his advice drawing from his career in strategic engagement and innovation:

• What was right yesterday will certainly change tomorrow
• Why successful organisations are designed around customer experience
• Creating the digital enterprise
• The changing nature of humans and technology
• Designing the right experience

We then turned to Pete Dorrington, Founder of the award-winning CX and EX consultancy, XMplify Consulting, to impart his knowledge in how to evolve your customer experience through culture and digital innovation.

Mark Billingham, Group Customer Operations Director & COO Financial Services at The Very Group, has led a strategic initiative to align their organisation with the needs of the customer. Mark revealed how their focus on customer experience has delivered year-on-year growth and how the partnership with Webhelp is enabling them to be agile and adjust to a fast-changing world.

The expertise from these three industry leaders was drawn out in a group discussion hosted by Helen Wilson, Global Chief Experience Officer at Ipsos.

Click on the links below to access all of the recording and presentations from the session.