Construct - Issue 46

MARIAPRATT CUSTOMER EXPERIENCE DIRECTOR

Q A

How will it change the way we work?

now we are talking to the business and introducing the Customer Experience Vision and Principles, as we want to empower people to make the best decisions and remind them of the crucial role they play in society. After all, during COVID they were identified as key workers, which demonstrates just how vital they are. We will focus on what we’re already doing, make sure we’re doing it well, and measure it so that we can do it even better next time. It’s a really exciting place to be and I’m truly excited about our journey ahead.

The customer-centric culture is already there – it’s a part of who we are. Our people are interfacing with frontline customers on a daily basis, and we know what makes them happy and unhappy, so we can go back to our clients and help them make the best decisions. But we shouldn’t be complacent. We understand that this is a journey of continual improvement and it’s about providing our people with the right tools and processes. Right

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