Join Emma Dark, S&S Chief Customer Experience Officer in episode 004 of the Customer Experience Podcast, with our guest Amy Farrer on the jump from Telco to Tech-co. Amy Farrer is the Digital Capability and Planning Director at BT where her responsibilities include mobilising squads to support the Consumer Strategy, developing BT’s Digital Capability with a focus on agile ways of working, and continuing to put customers at the heart of BT’s mission statement. Amy and Emma talk about the importance of the customer sitting within every department, and how Amy is a champion of continuous improvement in BT, delivering customer and business value, quickly and sustainably. Today she talks us through the challenges the pandemic presented, how the demands of the customer continue to change, and how adaptation and agile working is the new normal while supporting her staff's development in the process. Hope you enjoy the show!

The importance of being a data driven organisation goes well beyond the world of customer. Making informed and speedy decisions and utilising customer feedback is imperative in today’s age where markets and economies can change very suddenly. We were lucky enough to hear from the Global Data Officer at Specsavers Helen Mannion who has been leading the charge of building an internal culture that has data at the heart of everything they do. Emma and Helen share stories on using data to drive a strong customer experience, the challenges of building that culture internally and even sheds some light on where the future of data and analytics is heading. This one is not to be missed, so please enjoy the show and please hit the subscribe button to make sure you don’t miss another episode.

Join Emma Dark in her debut episode of the Customer Experience Podcast where she chats with Chief Customer Officer and Author Sharon Boyd.