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Stephen Hampshire
Client Manager - The Leadership Factor
View Session: Co-creation "With Customers, not at customers'
Stephen is a Client Manager at The Leadership Factor, a specialist in helping companies understand their customers. Current clients include the Royal Bank of Scotland, VISA, Virgin Active, Friends Provident and the Institute of Customer Service, for whom he manages the UK Customer Satisfaction Index. He blogs at http://customersatisfaction.typepad.com and tweets at http://twitter.com/shampshire |
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Hazel Fagan
Vice President & Head of Customer Support - Visa Europe
View Session: Co-creation "With Customers, not at customers'
Hazel has worked in the Financial Industry for over 30 years with over 20 years leading or managing support teams. For the last 6 years Hazel has held the position Vice President and Head of Customer Support for Visa Europe, having responsibility for Visa’s European Customer Support service. The Service provided is mostly B2B although there is a small team dealing with consumers. The support team of just over 50 staff are required to deliver a 24 x 7 multi-lingual service to a high standard. Hazel has spent time in ensuring there is robust recruitment, induction and training in place to ensure that the quality of service is maintained. Having increased the customer satisfaction from 84.3% to 90.7% over the last 4 years with the attainment of over 90% consistently for the last 14 months it is important to understand the growing customer needs and provide the staff with the knowledge and tools required to meet those needs. |
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Sean Moore
Head of Customer Service Experience - Premier Farnell
Sean is Head of Customer Experience at Premier Farnell since 2008, responsible for research on loyalty, defectors, customer satisfaction, competition and proposition as well as complaint systems and reporting. Using all this customer insight to prioritise or championing change programmes.Prior to this variety of customer experience roles in RBS insurance including 5 years leading the customer experience team for RBS insurance Claims. |
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