The Very Group Case Study: Transforming Contact

My presentation will focus on what I believe is the right operating model for Customer Care over the next 2-3 years. Mixing automation with AI and great people. Creating multiskilled teams for first contact resolution and investing in an agile model of homeworking and great spaces for collaboration. I will use examples we have delivered and are delivering here at the very group which have had huge impact on brand NPS, call and complaint reduction, customer outcomes and employee engagement.

Speaker: Mark Billingham The Very Group