InFocus: Innovating Customer Experience

29/11/2019By Rob Dermott
In our latest edition of InFocus we explore Customer Experience, from the current trends, challenges and innovations to the impact of employee recognition and an exclusive interview with Ageas UK, who recently won the Best Large Contact Centre category at the UK Customer Experience Awards.
Customer Experience Innovation

Customer Experience will continue to evolve and develop as new technologies re-shape consumer demand – an organisation-wide approach to improving customer experience is now key to brand strategies.

Sinead Healy, Founder and Managing Director at Fanclub Recognition Ltd, shares her insight into the importance of employee recognition in driving Customer Experience across the Contact Centre Industry.

Rob Dermott, psd Director and UK Customer Experience Awards Judge, talks to David Harrison, Head of Operational Excellence at Ageas UK, about their Customer Experience journey and the success they have achieved this year.

Finally, we explore the current trends, challenges and innovations within the Customer Experience profession, including recruitment insights, salaries and more.

psd’s Customer Contact practice has been established for over 20 years.  We recruit board, management and executive professionals globally across the Customer Experience, Customer Management and Customer Engagement sector.  This edition of the InFocus gives us the opportunity to share insights from experts and leaders within the CX industry.

We welcome your views and comments. If you would like to discuss this edition of the InFocus in further detail, or if you would like to enquire about our Customer Experience round-table events, please get in touch.


Employee Recognition and Customer Experience Go Hand In Hand

We all know that Contact Centres can suffer from low levels of employee engagement and high staff turnover – this in turn can impact all aspects of Customer Experience. Sinead...

UK CX Awards Winners – Interview with David Harrison, Head of Operational Excellence

David Harrison, Head of Operational Excellence at Ageas UK, on their Customer Experience journey, challenging Contact Centre norms and ensuring their people are at the heart of change.

The Future of Customer Experience – CX Recruitment Trends for 2020

The market for Customer Experience professionals is developing quickly. Experts will be seen as true practitioners of CX and not just Customer Service. 

About the author

Rob Dermott

Director – Customer Contact

Rob is Director of psd’s Customer Contact Practice, specialising in executive and management level recruitment in the Retail, FM & Support Services, Healthcare, BPO, and Utilities sectors.