Bio

I drive CX innovation, delivering top class customer service experiences, operations efficiency & customer loyalty. CX, UX & CRM Strategy, Contact Centre, Service Operations, Digital Transformation, AI, Data. I constantly strive to apply CX solutions that make life better for customers, applying leading edge thinking, ahead of the rest.. +44(0)7916 125344 or alexmead@sky.com Proven track record of consistent contact centre, customer service operations & CX improvement, often succeeding in high pressure Leadership positions I transform Customer Experience, driving customer service, operations & contact centre innovation, digital & social media transformation, CRM best practice. I’m strategic but I also lead & inspire teams across the world as an Executive Customer Operations Leader I believe Customers should get EPIC Service Experiences; EASY, PERSONALISED, INTUITIVE & CONTEXTUAL But most companies are a long way from that What I do: Define, Create & Improve Multi-channel Contact Centre performance Voice to Digital Deflection & Innovation – I can UX design your digital help Social media channel integration & best practice CRM implementation & design Customer Service & operations transformation Establishing or Improving BPO relationships NPS / CSAT improvement ✴ A hands-on Leader, I inspire teams to deliver great Customer Experiences Please read my Recommendations for testimony of my Leadership style ✴ I’ve led multiple contact centre improvements, voice, digital & social innovation, reducing cost whilst improving operations & sales performance, as well as driving CX Transformation programmes for leading global brands ✴ I ‘think like a customer’, but also about what employees need (CX & EX) considering the needs from both sides RECENT ACCOMPLISHMENTS: ★Pioneered award winning digital & social media contact channels for leading airline. Reduced costs by 40%, improved NPS by 25% ★Delivery of high-touch, best in class luxury consumer experiences for Global Premium Whisky brand ★Masterminded award winning digital Customer Experience strategy creating a standout leader in global travel. Result: 99% of customers now say they would book again ★Transformed logistics sector; Pioneered real-time delivery tracking & proactive delivery messaging, winning multiple CX awards LEADING: ★ Customer Service, Contact Centres, Operations ★ Customer Experience Transformation ★ Digital Innovation, Omnichannel Strategy ★ CRM Implementation & Design ★ BPO Outsourcing & Offshoring ★ CSAT, NPS Improvement ★ Award-winning teams of 1000+ #ONO