“We’ve been on a journey from building our network to a service centered organisation. We had built the network really well, but we hadn’t built the service element of the business and therefore we had a challenging experience for our customers when things didn’t go to plan.”

“In previous workplaces, when it came to reporting on and making sense of customer feedback, it’s always been a sort of hotchpotch of mixed reports from different sources, not all tied up, And so, there was a lot of manual work that was going into doing the analysis and cross-checking …