Samantha White

Working with vast customer demographics with varied needs, it is imperative to businesses today and in the future that the diversity required to empathise with customers stems beyond front-line agents in the call centre. This is something Sam and her team recognised and worked tirelessly to action within their organisation. Through a structured framework to ensure service is at the heart of everything they do, implementing regular 1:1’s and observing key moments within the service operation, Barclays NPS scores have seen a huge increase as a result.  

In this session, Sam will share the journey she has been on with her team to truly empathise with their customers, including key group discussion points to benchmark and apply these principles within your own organisation.