CX Talks: Elevate EX for CX success
Join this CX Talks session to hear about the workforce trends reshaping CX
Join this CX Talks session to learn about the latest EX trends and what they mean for your CX department
As all CX practitioners know, there is a direct link between the employee experience (EX) and the customer experience (CX).
Yet EX has been reshaped in recent years by a series of global events and today, managing a customer-facing workforce comes with a new set of challenges. Whether it is labor shortages, attrition or engagement, the situation has put a renewed focus on the employee experience and its impact on customers.
On 4 April, 2023, CX Network will host CX Talks: Elevate your CX function’s EX strategy. Drawing on research into employee psychology, culture and the future of work, this 30-minute session will assess the current state of EX in customer-facing departments, the practical steps leaders can take to improve their employee experience and real-life examples of how to manage stakeholder experiences.
Speakers
Dr Nicola Millard
Principle Partner
BT
Once described as “human caffeine” on Twitter, Dr Nicola Millard injects a positive, people-centred expresso shot to innovation and future strategy. Half social scientist, half technologist, all academic, Dr Millard uses techniques from disciplines such as design thinking, psychology, anthropology, computing and business consulting to generate data, provocations and stories to engage and create conversations from the boardroom to the front line.
In her long and varied career at BT, Dr Millard has jobs have included futurology, research, usability, customer service, marketing and business consulting. She was involved with several BT firsts including the first application of AI into BT's call centres, BT's initial experiments with home workingand helping to develop BT’s CX-related “net easy” score. Dr Millard currently looks at innovation in both employee and customer experience.
Claire Hill
Customer Operations Director
Travel Counsellors
Claire Hill joined Travel Counsellors in November 2022 as customer operations director, driving the CX roadmap, as well as taking responsibility for the UK and South African Customer Service Operation with outsourced services across the globe. Previous to this role, Hill spent five years at Studio Retail Ltd, enhancing the service proposition and the CX strategy.
Hill previously held the role of customer service director at boohoo.com, accountable for a global, multilingual customer service operation, launching customer service digital platforms for boohoo.com, Pretty Little Thing and Nasty Gal. She also held the role of director of customer services for JDWilliams, a FTSE250 multichannel retailer with group revenue in excess of UK£800mn. With more than 20 years’ experience in customer service, Hill has delivered transformational projects with significant impact on employees and customers. Her career extends across in-house and outsourced customer service and financial service operations across Africa, Asia, Europe and the US.
Melanie Mingas
Editor-in-chief
CX Network
Melanie is editor-in-chief of CX Network, handling all client projects and online multi-media content, and leading the team to ensure CX Network is the go-to resource for CX professionals around the world.
