Podcast 12 September 2019

#11 CX Appeal // Managing complaints in regulated markets with Lewis Gallagher

With energy regulator Ofgem ordering 11 companies to improve customer service, Louise Wright is joined by Lewis Gallagher to discuss complaints handling and CX.

Lewis has worked in the customer experience and contact centre space for over 20 years and shares his views and experiences of helping teams to problem solve. Plus how even the most regulated businesses can still take an innovative approach to complaints handling and the importance of a customer-centric approach to change. This episode of CX Appeal was recorded on the fly, apologies in advance if the audio clarity isn’t up to our usual standard.