photo - Sam Bala speaking at Manchester customer conference

Walk in the shoes of the customer

The importance of listening to customer feedback to improve how they feel about big companies

Yesterday, our Head of Customer Experience Design Samyutha Balasubramaniam encouraged participants to ‘walk in the shoes of the customer’ as she took part in a panel discussion at the CCW Europe Customer Contact Week Conference.

With speakers from Northern, National Grid, Camelot and Domus Stay, the panel highlighted how listening to feedback when making business decisions can massively improve customers' perception of big companies and boost engagement.

Sam focused on the work we're doing at GBRTT to build dynamic and detailed customer journey maps to help influence important decisions on rail reform, making sure the customer is at the heart of everything we do.