In this episode of “Customer Engagement – Examples of Excellence”, we meet Neil Gregory, People and Service Director at Naked Wines, whose background as a tennis coach helping others to be their best, has prepared him well for his current role Neil shares his passion for developing a strong team culture based on key habits that bring out the best in his team to build strong personal relationships with their customers. And keep them coming back for more.

He tells us that his team are professional problem solvers and brand ambassadors that focus on conversations not transactions and who are empowered to do the right thing – for the customer.

While he feels that technology, and especially AI, can play a role in supporting customer engagement, the human touch remains an essential part of their interactions.

While also using technology for data and feedback, Neil feels that his team provide the best sources of information and they are encouraged and empowered to use this knowledge to positively affect the customer experience and enhance employee engagement.