As customer-centricity continues to dominate conversations in the business world, Therese Charlton joins me in this engaging episode of CX Diaries to share her invaluable insights from over three decades in customer experience. 

Travelling through her professional journey, she sheds light on her current role at Manchester Airport, where she is focused on enhancing passenger experience through strategic technology use. Therese dives into the challenges and intricacies of effectively implementing technology in service environments, advocating for a thoughtful approach that prioritises customer needs above the pursuit of the latest trends. 

Throughout our discussion, Therese articulates the importance of tailored technology that creates a seamless Omni-channel experience. By putting herself in the shoes of customers, she understands the operational nuances that significantly impact their journey. 

The conversation takes an interesting turn as Therese cautions against falling for the 'shiny object syndrome' that can unwittingly derail customer service goals. Her practical insights are complemented by personal anecdotes that reflect various turning points in her career, especially her belief in the importance of nurturing relationships and leveraging networks in the ever-evolving CX landscape.

This episode is packed with wisdom for both budding professionals and seasoned veterans in the field of customer service. Drawing from her rich blend of operational knowledge and personal experiences, Therese imparts a resonating message about adaptability and growth in one’s career. As she closes on a note of encouragement, listeners are reminded that success is not reserved for specific titles but is rooted in the quest for skills and valuable connections. 

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

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