How O2 Developed Their Ultimate Experiential Proposition

At the CEM Telecoms Global Summit in 2016, Jorge Mascarenhas, Head of Customer Experience at O2 UK, talks about why it is critical to grow organically and in small steps as an organisation and how to differentiate with a personality and expertise element when delivering a customer experience. At O2 they achieve the latter through their O2 Gurus, who are not targeted on sales but instead on the experience they provide.