Season 4: Episode 7 – Hear from Mark Billingham, Group Customer Operations & CX Director for The Very Group:

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Welcome to our final episode of Season 4, and 2021. Never fear, we’ll be back with Season 5 next year, in January (another great episode already lined-up).

In this episode, we’re joined by Mark Billingham, Group Customer Operations & CX Director for The Very Group, with The Very Group being the UK's largest integrated retail and financial services provider – it’s the home of Very.co.uk and Littlewoods.com. We’re also delighted to be joined by Ipsos MORI’s head of XM, Jamie Thorpe. Mark takes time away from his very busy schedule (it’s Christmas time in retail …) to discuss some of our very favourite Customer Perspective topics, including the importance of getting CX ‘right’ and why, successfully delivering that all important omnichannel experience, where CX is going, and the challenges that lie ahead.

The last time I saw Mark was at the ECCCSA | European Contact Centre & Customer Service Awards, where I presented his customer care team with the gold award for the best customer service team in Europe – and, in fact, his team scooped three awards …  an amazing achievement (and an amazing night)!  Congratulations, again, Mark – and thanks for the interview.

Find out more about our latest Ipsos CX and Channel Performance thinking.