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Unlocking Customer Insights Through the Development of a Voice of the Customer Programme: A Fireside Chat With Charlotte Owen, Head of Customer Planning & Customer Relationships at Financial Times

Discover how the Financial Times works to understand their customer story.

Listen to this session from the 2023 Customer Engagement Transformation Conference, where Charlotte Owen, Head of Customer Planning & Customer Relationship shared how  unlocking your customer needs and motivations supports strategic decision making and allows for commercial growth.

 

 
Charlotte Owen

Charlotte Owen

Financial Times Head of Customer Planning & Customer Relationships
Fiercely passionate about devising creative solutions that put emphasis on achieving a best-in-class customer experience, whilst also achieving sustainable and long-lasting commercial growth. A Voice of the Customer expert with over 10 years of experience in companies ranging from bootstrapped high-growth start-ups to world-leading organisations. Committed to embedding qualitative and quantitative analytics into the everyday mindset of marketeers.
Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

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