Flying Frog

How does an organisation look after its brand experience – culture, vision and values - in a hybrid working world?
Maria is strategic Board Director with strong track record of building brands, creating great customer experiences, delivering income and profitable growth across several sectors including Travel, Transport, Automotive, Advertising Agency, Retail, Housing, Charity, and Not for Profit businesses.

Natalie and Graham are joined by four amazing panellists to debate the biggest issues facing hybrid working today:

Paul Harris, Executive Director, Curo 
Maria Heckle, Senior Marketing Director, The Marketing Centre
Peter Hubbard, Co-Founder, Cloudbase
Alex Marsden, Director Of Customer Operations, Motor Insurers Bureau

DEBATE AGENDA:

Question 1: Is Hybrid working now just a low-cost option for organisations?
Question 2: What does responsible Hybrid Working look like?
Question 3: Which is it? Fire-fighting or strategic operating model?
Question 4: What is needed to make Hybrid and Home Working a success?

Natalie and Graham chat about the challenges of hybrid-working at a global outsourcer, with with Lorraine Day, Executive Vice President Of Operations USA at Teleperformance. Lorraine worked with client teams across the UK, South Africa and the US throughout the pandemic

Hybrid working is not as simple as, working from home or working from the office. Or even a combination. Natalie and Graham have counted at least 12 models and on the podcast they describe them but more importantly  discuss the benefits and challenges of them

Graham has a frank and insightful chat with Paul Harris, Executive Director Customer Experience at Curo Housing) who is very open about the impact that hybrid-working has had on customer and employee experience and how it’s difficult to unravel the two.

Natalie and Graham talk hybrid-working two-tier cultures, management/staff disparity, ripping out the old culture and the potential impacts on contact centre salaries and high value customer experiences

Natalie and Graham talk hybrid working with Alexandra Marsden, who led hybrid-working operations at Monzo Bank before and during the Pandemic. She is now Director of Customer Operations at the Motor Insurers' Bureau (MIB)

Natalie and Graham talk hybrid working with Richard Stollery, stalwart of the contact centre industry where he’s been a CX pioneer at Xerox, LEGO, adidas and The Share Centre.

Like everyone, he’s had to navigate the Covid-driven, hybrid-working maze. Unlike many though, he was already used to managing remote teams way before we’d even heard of Covid-19. So, have a listen or watch Richard talk about the future of hybrid-working and how he and his team at The Share Centre are looking at defining their hybrid-working world.

And just for a little icing on the cake, you’ll find out why Richard has a unique, full size LEGO basketball in his office.