THE B

Customer Centricity With Ally Newbigging

Episode Summary

In this episode, I talk to Ally from Rossum. We have discussed topics that touch upon the challenges that faced suppliers and customers in 2019. Also, how that relationship evolved to partnership and the importance of communication internally between teams and externally with customers. We also discussed shared services centers' main challenges in digital transformation and how important it is to align priorities in the business between different departments.

Episode Notes

Introduction: 

You are a customer services expert, and you made a promising career where you held multiple roles in client support. You are currently a sales representative at Rossum. I also can't forget, you have made a career in music (more on that later).  

• If we talk customer-centricity, what is that, and what is the best way to measure it?
• During COVID, it was a mess for business and a whole new ball game supporting their clients.
• Since you made a career in customer services and sales, I was thinking about this; before Covid and remote or hybrid working environment, non-sales employees usually had some sightline to customers. However, as time marched on, non-customer-facing teams lost their connection to customers. How to fix that?
• Since you work in Rossum, a tech business. How could your customers master digital transformation while not losing touch with their customers?
• How much could be automated in our back-office processes? Is technology more advantageous than outsourcing?

Tell me a bit about - Elevator Pitch:

• Tell me a bit about your music career - I'm curious what is the story?

Quicks: I'll mention them below statement, and you can rate them either underrated, properly rated, or overrated: 

• Agile room in small & mid-size business
• Process standardization
• Investment in technology in shared service centers
• Customer centricity KPI

Link to Ally's linked in profile