Unlock the secrets of transformative service operations with Nicola Collister, a pioneer in change management. Discover her incredible journey from spearheading homeworking and self-managed teams at RAC to innovating with Europe's first speech-enabled IVR in retail. Nicola's insights into navigating the post-COVID era's hybrid work environment offer a compelling narrative on overcoming today’s challenges while embracing the exciting opportunities within the service sector.

Facing the pressing demands of cost reduction? Our conversation dives deep into the complex world of offshore operations. Learn from Nicola's experience as we unravel the strategic approaches essential for CFOs and COOs under pressure to slash expenses without sacrificing service quality. Explore the dynamic balance between technology adoption, customer preferences, and the talent challenges prevalent in offshore regions, and gain practical advice for ensuring seamless transitions in your operations.

Elevate your understanding of customer experience's rising prominence in boardroom discussions. This episode sheds light on how customer service is shifting from merely a cost centre to a strategic enabler of business success. Through captivating storytelling and strategic insights, we discuss the cultural shift necessary to place CX at the forefront of organizational priorities. Discover how innovative service solutions can drive meaningful business improvements and secure CX’s rightful place at the executive table.

Be sure to check out the YouTube page for the Video version

https://www.youtube.com/@CustomerExperienceFoundation24