An interview with Amanda Redhead of AER Consulting. Here she talks to us about leading the complaints department of a large telco through an outcome-focused transformation. She tells us about her drivers, the approach she took, the multi-faceted changes required and the links with the rest of the business. As always, she signs off with a few key takeaways. A must for anyone who handles complaints within their organisation

An interview with Martin Holloway of HomeServe. Here he talks to us about leading the field operation through a fundamental change in culture. He tells us about the drivers, his approach, the challenges he faced. He signs off with a few key takeaways. A must for anyone thinking of leading a culture change in a service organisation