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John Lewis Case Study: Supporting Colleague Wellbeing and Resilience

  • Future of Customer Contact Conference
  • Ray Biggs, Head of Customer Care, John Lewis

An overview of the well being journey from John Lewis Customer Care, what we did, how we did it and why, from pre covid to our latest thinking and shift towards ‘belonging’.

Ray Biggs

Ray Biggs

John Lewis & Waitrose Head of Customer Care
Ray has worked in contact centres for over 25 years, and is one of the few senior leaders in our industry that started ‘on the phones’. Ray has a unique CV working across operations, strategy, transformation and technology. An authentic and passionate leader who enjoys being an agitator in the boardroom but happiest on the floor with his teams and his customers This is likely to be Rays last outing wearing his John Lewis badge before Joining Ventrica as Chief Operations Officer in May. 

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