View from the Boardroom

Rebecca Harvison, BT Group’s Head of Complaints Operations, speaks to us about a range of topics including her award-winning Abusive Customer Programme.

Air Up’s Head of Customer Engagement Thomas Staudte unpacks the story behind the brand’s exponential growth and the key elements of his communication strategy.

Renowned thinker, global keynote speaker, and best-selling author Terence Mauri speaks to us about the pillars of successful leadership in modern business.

The Chief of Staff to the Head of Management Office at Sanofi Joanne Kennedy talks about how to prevent digital fatigue and how to create psychological safety.

Virgin Atlantic’s Head of Clubhouses Rami El-Dahshan examines how airport lounges are becoming a key customer experience battleground for travel companies.

Jon Blake, the Global BPO Footprint Strategy and Emerging Solutions Lead at Uber, takes a deep dive into the best ways to approach the concept of outsourcing.

Managing the global customer care function at LUSH is such a huge responsibility that the company has two people dedicated to it. Here, we speak with them both.

To mark International Women’s Day, we speak with five inspirational women leading their respective organisations through the world of customer management.

Ocado Retail’s Customer Service Director Paul Greenwood shines a light on the policies and practices he’s put in place to help his team become best-in-class.

Heike Birlenbach speaks to us about her work at Lufthansa Group, offering insights into global leadership, brand loyalty, and today's personalisation imperative.

Abdul Khaled talks to us about how he has approached the concept of customer-centricity in his role as Head of Digital at E.ON Next.

Ant Morse, Director of Innovation at Virgin Media O2, discusses the future of innovation and its impact on customer experience.