Interview With the Director of Customer Experience Virgin Active: "Over-Complexity Can Choke Strategies"

The Health Club Group’s Director of Customer Experience discusses integrating a VOC platform at the organisation, the importance of keeping things simple, and the Golden Rule of customer experience. Tim Foster is the Director Customer Experience at Virgin Active, where his responsibilities include customer journey mapping, providing a clear Voice of the Customer to the business at local and at national level, driving a customer-centric culture at all levels and in all functions, and improving t...
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