With many years of experience in customer service, in both the private and public sectors, Anne transferred her knowledge and skills to the Organisational Development field so she could support large scale, customer focused change. Her roles within sales, call centre
management and customer service training and development gives her a real insight to the field of customer experience and she recognises
how important organisational
culture is to delivery of a great customer experience.
"Many think that any work on culture
is the 'pink and fluffy' stuff that doesn't need to be addressed" says Anne. "Unfortunately for many organisations though, leaving your culture to chance will ultimately come back and bite you. It's not only front line staff that deliver on customer experience, it's the whole organisation playing their part, but the majority of cultures we see, support the view that customers are the domain solely of the customer service department"
Her work with Richie on Touchstone also led her to being invited to take up companion membership of the Institute of Customer Service. She has helped many organisations
introduce the concept and put in plans to help embed its findings to ensure improvement.
"We have taken our work with the ICS and Touchstone and further developed it into our SenSus toolkit" says Anne. "It really is so simple and yet so powerful, and along with the UGRs you can put the customer right at the heart of your business"
More recently, Anne has been a project change manager for a large county council, where she dealt with the change in locations and work styles for individuals as the organisation looked to rationalise its property estate to drive out savings. Enabling and supporting employees to move from a very 'fixed' way of working to a more agile and mobile environment, whilst keeping a focus on customer requirements, she is highly skilled in employee engagement and people focused change management. "Moving to a completely different way of working is a huge cultural shift for both organisations and its people"
Anne was born in Scotland in 1***, and in her youth was a keen horse rider, whilst also getting involved in the 'quiet and unadventurous' hobbies of parachuting and microlighting! She is a little more sedate now with just an outburst of energy when she hears a song from Bon Jovi!