O2 Head of CX: "The Right Customer Insight Will Deliver Commercial Success"
Interview with Jorge Mascarenhas, Head of Customer Experience at O2, about differentiating the customer experience, the O2 Gurus, and the importance of transparency and trust.
In this interview at the Executive Customer Contact Exchange Europe 2015, Mascarenhas discusses:
- How they differentiate their customer experience from competitors
- How the O2 Guru initiative is making an impact within the industry and improve customer satisfaction
- The importance of transparency, trust, having an emotional connection and personalisation within CX
- The key to a successful customer experience strategy and how to achieve commercial success through customer insight