Podcast ¦ CX Diaries: Lucie Child on Transforming Customer Care and Inclusion

Key Takeaways

1. Lucy Child emphasises the importance of developing effective strategies for customer care operations to deliver outstanding outcomes for customers.
2. The recruitment landscape presents significant challenges for contact centres, highlighting the need for a strong employee value proposition to attract talent.
3. Organisations must prioritise employee well-being, especially in light of rising cost-of-living pressures affecting both customers and employees.
4. Identifying and supporting vulnerable customer groups is essential for maintaining inclusive practices in customer service.
5. The Very Group uses a hybrid model for operational delivery, combining in-house expertise with outsourced services to ensure efficiency.
6. Advancements in artificial intelligence are increasingly impacting customer experience, prompting a reevaluation of workforce roles and service delivery methods.
7. The connection between customer care teams and the organisation’s mission is vital for creating a culture focused on understanding and meeting customer needs.
8. Inclusion initiatives, such as colleague-led networks, are essential for fostering a diverse and supportive workplace culture.
9. Setting clear goals and allocating resources for diversity and inclusion efforts can significantly improve workplace dynamics and employee satisfaction.
10. Networking plays a critical role in career advancement, offering opportunities for mentorship and professional growth.
11. Personal projects, such as Lucy’s colouring books, provide creative outlets and help expand business skills beyond traditional roles.
12. Participation in challenges like the Collison Challenge fosters community spirit and raises awareness for charitable causes.

Key Statistics

• The Very Group has over 100 years of history with the Littlewoods brand, underlining its established presence in the market.
• The colleague-led network, founded by Lucy, grew to around 300 members, demonstrating strong grassroots support for equity and inclusion.

Key Discussion Points

1. The impact of current economic conditions on both customer needs and employee well-being.
2. Strategies for overcoming recruitment challenges in the customer care sector.
3. The significance of maintaining a diverse payment option strategy amidst economic challenges.
4. Efforts to recognise and support various forms of customer vulnerability.
5. The operational strategy of balancing in-house and outsourced customer service functions.
6. The role of AI in shaping future customer care practices and workforce development.
7. The importance of employee engagement and communication within customer care teams.
8. The establishment and growth of inclusion networks within organisations.
9. Examples of successful inclusion initiatives and their impact on corporate culture.
10. The value of mentorship in professional development and career transitions.
11. Methods for encouraging networking and community building among employees.
12. Insights from Lucy’s personal and philanthropic pursuits and their alignment with professional growth.

Podcast Description
In this episode of CX Diaries, presented by the Customer Experience Foundation, Lucy Child, Strategy Lead for Customer Care at The Very Group, shares her extensive experience and insights into the evolving landscape of customer experience and contact centre operations. Key topics include the challenges of recruitment and employee well-being in a changing economic climate, the importance of supporting vulnerable customer groups, and the strategic balance of in-house versus outsourced operations. Listeners will also learn about Lucy’s passion for equity and inclusion in the workplace and her entrepreneurial spirit through personal projects. This podcast serves as a valuable resource for professionals looking to enhance their understanding of customer experience in contemporary settings.