Fabsolutions

Day #2 spending some time doing a CCaaS discovery session with a new client!

I ventured a little out to the city centre today but my movement is still a little limited so found the nearest pub to have tea The Pig And Butterfly!

Highly recommend!

Doing a detailed discovery about clients needs and requirements for their new telephony solution builds up an appetite!!

Lots of Must Haves, Should Haves and Could have questions yest day and sitting with team members watching how they navigate multiple systems copying and pasting data from one to the other!

There will be a definite gear shift for these teams with the right tech in place! Excited to see where we get to!

This must be 20 years ago!! Wow!

I was lucky enough, way back when in a former PAYE life to qualify for the high achievers event which at the time took me to Dubai!

I was sorting through some old boxes and came across a box of old pictures and this was in there!

A fresh faced 20 something trying to look dapper and cool next to the CEO!!

Fast forward twenty years later and I’m running my own business and NED for another, not something I’d have thought of when this picture was snapped!

It’s amazing to look back on this and then think about what I’m doing now and look back on myself with a full head of brown hair and a few less experienced lines on my face 😂

It’s less than a week away from FAB turning 6 years old so maybe I was meant to find this picture this week just to remind myself where I’ve come from!!

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It was standing room only for my keynote presentation this week on 𝗛𝗼𝘄 𝘁𝗼 𝗠𝗮𝗸𝗲 𝗬𝗼𝘂𝗿 𝗖𝗫 𝗦𝗶𝗻𝗴!!

It was a really humbling experience to see so many people come to listen to what I was sharing about Creating Great Customer Experiences!

If someone had said to me 6 years ago i would be a keynote speaker in the Excell arena for Call & Contact Centre Expo UK I’d be “who me! Don’t be daft!”

I shared the SINGER framework I’ve designed for CX maturity it looks at the following areas

🎶 Service Differentiation
🎶 Inquisitiveness
🎶 Needs & Goals
🎶 Guide & Signpost
🎶 Evaluation
🎶 Review

If you’d like a copy of the slides or you are looking for a speaker who talks CX on a priactical level then drop me message or comment below for the slides.