Over the last few years Bank of Ireland Global Markets has worked with Susannah Hewson from CX Change. In the early stages, Susannah took the time to build a relationship with us and gained a very good understanding of our business and most importantly, our particular needs. Our relationship has grown to the extent that last year we embarked on a CX training programme for customer facing Dealer colleagues. Our teams build relationships mainly with SME/Corporate customers and our goal is to help companies to manage their foreign exchange and other treasury risk management exposures.
When designing this course with us, Susannah began by undertaking a fact find to tailor the content. She met with frontline colleagues and senior management to tease out what was working well and what challenges there were. With Covid, we also had to adapt to an online version of the course which happened seamlessly. Despite the virtual nature of the course, there was excellent feedback from colleagues who welcomed the opportunity to discuss in their breakout groups how they could improve the experience they give to customers. Susannah has an excellent facilitation style which fosters engagement and encourages participants to have an open mindset and to think differently about obstacles. She also shared examples of superior customer experience that she’s encountered in other industries which we found very valuable.
course, Susannah presented insights that she gathered during the workshops as
well as offering recommendations. This was extremely beneficial and we
have incorporated the feedback into a CX action plan over the coming months.
Cosgrave, Director – Customer Propositions Team
Bank of Ireland Global Markets/Markets & Treasury Division
The CX Change training programme
has had a visibly positive impact on our business. With CX Change our team
members had a platform to come up with their own ideas to provide an excellent
customer experience and it was so valuable to really involve them in the entire
process. Customer focused workshops also allowed us to gather a lot of useful
ideas from our teams in relation to improvements, struggles and solutions.
teams really appreciated and valued their involvement in finding creative ways
to improve the experience for the customer in store.
It has had a positive impact on both employee engagement and on the experience that a customer receives within a Nourish store. It enhanced the confidence of our sales staff and gave them the freedom to be themselves and to use their own social skills to empathise, listen and assist our customers to the fullest.
Susannah Hewson has an exceptional ability to see how a customer feels while in a retail environment. She has a truly extensive knowledge on the customer experience and a real retail savvy. One of the most important things for us was that the CX Change Programme is not just a one off training event. Susannah provides her clients with the blueprint to be able to continue to onboard team members with the very same ethos and tools ongoing even beyond her own initial assistance. Susannah also has kept in touch with us beyond the training and has continued to check in and give us amazingly helpful insights and tips.
We would highly recommend the CX Change programme for any business who’s main focus is the experience of both their customer and their team.
Rita Tarvydaite, Training Manager, Nourish
We were immensely impressed with how the science, knowledge and tools presented by Susannah broadened our understanding of this area.
The delivery and explanations provided were of an excellent standard, purpose driven and relevant. Specific, careful detail was taken to identify the processes of our business with insightful observations and recommendations provided afterwards.
The workshops were interesting and engaging and all levels of staff were given the opportunity to discuss their role. This was very well conducted and received. The material provided during and at the completion of this training captured everything discussed and is now an important reference point.
Our work with Susannah has been of tremendous benefit and will continue to be as we embed more of this approach and culture in our organisation.
Barbara Hayden, Member Services Manager, Capital Credit Union
The CX Change programme was a huge success with our team. Susannah’s initial CX audit and willingness to work around our busy schedule to provide us with a programme specifically designed for our industry was first class. As one of our team put it after the session "We use the phrase ‘customer service’ but we always focus on the service first and customer second and that’s got to change".
Kieran Gallagher, Operations Manager, Golden Discs