The Voice of Customer Experience: Gerry Brown and Sabina Onwuka
Customer Engagement Examples of ExcellenceShow Notes
In this episode we meet Sabina Onwuka Head of Customer Services at the London Borough of Barking and Dagenham. In this warm and inspirational conversation, Sabina shares the importance of empowering and engaging employees in a way that enables them to deliver empathetic and positive outcomes for all of their residents.
She introduces us to idea of amplifying “The Silent Voice of the Customer.” A groundbreaking program that uses data and insights to reach out to vulnerable residents who may never contact the council, and those who may not be aware of the help and support available to them at Barking and Dagenham.
She stresses the motivational value and benefits of involving her team in operational and technology initiatives and the positive results in terms of employee wellbeing and retention.
More from Customer Engagement Examples of Excellence
Podcast Description: Join Claudia Nicholls-Magielson from Simplyhealth, Alexander Toft from Moonpig and Richard Pash from Zurich Insurance Company as they explore how modern customer leaders blend empathy, data and technology to drive meaningful customer outcomes and commercial growth.
In this episode, Sam Holley, Senior Messaging Experience & Performance Manager takes us behind the scenes of Lloyds Banking Group’s shift from a telephony-led contact model to a chat-driven, mobile first experience.
In this episode, we bring you a recording from our recent Engage Customer Summit, Mark Clydesdale, Head of Strategic Consulting at Tap CXM, Oliver Parsons, Head of Ecosystems, Customer Propositions at Lloyds Banking Group and Preyan de Silva Head of Ticketing, All England Lawn Tennis Club (AELTC) at Wimbledon explore what it really takes to design and deliver customer journeys that work in practice, not just on paper.
In this episode, recorded live at our recent Engage Customer Summit, Jana Kreissig and Doris Kauffman from Porsche explore how organisations can move beyond traditional satisfaction metrics to create genuinely excited customers. From rethinking CX measurement to embedding actionable insights across the business, they share how the Customer Excitement Score is reshaping the way Porsche understands and delivers exceptional experiences.
Join us for an inspiring recording from our recent Engage Customer Summit, featuring Martin Villanueva's, Global Customer Engagement Lead at IKEA, lively insights on transforming brand loyalty into genuine trust. In this episode, Martin shares personal stories and expert guidance on creating deeper emotional connections with customers, explores the evolving role of technology and Emotion AI, and offers practical advice for building meaningful relationships in today’s digital world. Tune in to discover the strategies and ideas shaping the future of customer engagement.