Clive Martison

The current landscape has set the precedent that customer-facing organisations ought to be going full speed ahead with utilising technology to serve their customers. In sensitive industries however, it is imperative that the level of service across both human and digital channels are on par in order to handle customers most sensitive needs. No technology can match the calming and empathetic presence of a human, and this fact was not missed on Clive and his team.  

Creating magical moments for customers was no easy task, with rigorous coaching and training, changes to recruitment, modernising tools and continual pivoting required along the way, Clive and his team over the last 6 years have transformed CSAT scores positively. In this session, Clive will share the challenges faced and successes realised along the way in creating an omni-environment to best serve their vast customer demographic across multiple regions. If you’d like to learn the best practices that resulted in hockey stick growth in NPS scores that are stable and consistent for Experian, don’t miss this session!