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Panel Discussion: The Future of Customer Experience

  • Customer Engagement Summit
  • Nathan Sanders, Sarah Reed, Leon Ellerton, Ford, Sky, Experian

At the 2022 Customer Engagement Summit, Experian’s Client Delivery and Customer Experience Director Leon Ellerton, Sky’s Service Strategy Manager Sarah Reeder, and Ford’s Head of European Contact Centres Nathan Sanders discussed the future of CX.

Led by Martin Hill-Wilson, the panel discussion addressed the following:

  • What are the emerging trends in CX, and how are they going to impact consumer behaviour?
  • What are the biggest challenges in the CX space at the moment?
  • Does the hybrid working model pose challenges in engaging staff to deliver the best possible CX?

Leon Ellerton

Leon Ellerton

Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.
Sarah Reeder

Sarah Reeder

Sky Service Strategy Manager

Service Strategy Manager working in Group Service Management (GSM), focused on Digital Service: CX & Tech Futures. Supporting with the launch of new products and systems, driving operational efficiency, and looking at how we harness technology to better serve our customers as we move into the digital age of Web3.0 and the Metaverse while balancing service economics.

Before moving to GSM, I worked as Operations Performance Manager at NOW (Sky’s app-based streaming service), delivering record high customer metrics through outsource partner contact centres.

Mental Health First Aider and Wellbeing Champion for Sky – running several initiatives to empower everyone to feel supported and comfortable to discuss mental health in the workplace.

Nathan Sanders

Nathan Sanders

Ford Head of European Contact Centres

Hello -  I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales 
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.

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