2 episodes
Service Transformation Robin Butler
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- Business
An accessible interview with leaders from service organisations on their real-life learnings from delivering change and transformation. All sectors, all industries. Always with four or five practical, key takeaways you can implement today.
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Transforming Your Complaints Handling Organisation
An interview with Amanda Redhead of AER Consulting. Here she talks to us about leading the complaints department of a large telco through an outcome-focused transformation. She tells us about her drivers, the approach she took, the multi-faceted changes required and the links with the rest of the business. As always, she signs off with a few key takeaways. A must for anyone who handles complaints within their organisation
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Changing the culture in a Field Service organisation
An interview with Martin Holloway of HomeServe. Here he talks to us about leading the field operation through a fundamental change in culture. He tells us about the drivers, his approach, the challenges he faced. He signs off with a few key takeaways. A must for anyone thinking of leading a culture change in a service organisation