This Friday morning I’m interviewing Jane Hext, Director of Vodafone UK’s Customer Services about all sorts of things. I’m going to ask her about the Forum Intervention Team (both, from the perspective of going out online and reacting to customers) and the company’s own eForum on their site. I’m keen to understand more how the feedback from these teams passes back into the company.
I’d also like to get her perspective of what it’s like managing CS for such a big operation: What challenges they face, for example, and how they keep their teams motivated and efficient.
If you have a question you’d like me to put to Jane, email me it and I’ll do my best to put it to her on Friday.