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CX Lessons from the Third Sector

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Organisations across the UK are facing turbulent times, and with a cost of living crisis looming, consumers are tightening their purse strings and cutting back on non-essential spending. With this in mind, we take a look at what lessons we can learn from one of the hardest hit areas - the third sector - which has encountered and overcome similar challenges many times before.

In this webinar, we’ll be joined by Vince Scibetta, Customer Care Centre Manager from Diabetes UK, as he shares the benefits of his experience. Listen in as Vince tells all about how Diabetes UK harnesses the power of social media, using it as a contact channel to deliver a seamless customer experience, and how in these uncertain times - when organisations are faced with increasing costs, shrinking budgets and stretched resources - social customer care is changing.

Join us as we discuss:

  • How Diabetes UK are dealing with increased volumes of inbound traffic within their Customer Care Centre
  • The importance of collaboration between the Customer Care Centre and Marketing teams to form a joined-up and informed approach to comms and customer service
  • Utilising the power of technology to ensure every penny counts in the struggle to service and support every single customer in an effective and efficient manner
Vince Scibetta

Vince Scibetta

Diabetes UK Customer Care Centre Manager
Vince has been with Diabetes UK as its Customer Care Centre Manager for nearly 8 years and is committed to managing the needs of its customers while supporting the charity in its campaign to raise awareness of Diabetes in the UK. Vince's CX experience has been invaluable during his time at Diabetes UK, planning and implementing systems and strategies, ensuring they deliver the intended ROI. Vince is a dependable source of Contact Centre Best Practices.
Rosie Watts

Rosie Watts

Orlo Customer Success Manager
With over 9 years of experience in the world of digital marketing and social media in both B2B and B2C Rosie looks after Orlo customers in the housing, charity and retail sectors and is passionate about automating the tedious and using data to drive change and deliver on KPIs. It's Rosie's goal to make sure all of her clients understand the power of social and how Orlo can be the driver of change.

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