Job Title: Chief Customer Officer
Company: BT Financial Group
Lisa Pogonoski is the Chief Customer Officer at BT Financial Group, and is responsible for working with senior leaders to drive the business’s customer focus. Lisa and her team focus on building customer culture through training, embedding BT’s Service Promise and connecting people with customers. The team is responsible for driving programs to improve the customer experience, including reducing complaints, ensuring BT does the right thing by its customers and making customer focused decisions. In 2016 Lisa is also running the BT Marketing function.
Lisa has been employed at BT for 22 years in various roles including managing the contact centre, customer service change programs and key support teams such as training, process improvement, change management and customer experience functions. Earlier Lisa spent three years building the Scalable Advice business in BT, including a team of 90 employees focused on helping customers with their insurance and superannuation needs over the phone. In 2015 Lisa was awarded the internal Westpac Women of Influence Award in the Customer category.
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Operationalising customer centricity in an organisation From strategy and process to organisational structure and culture – doing business as a customer centric organisation How can the CCO be involved with the product development team to ensure a more holistic approach to achieving customer outcomes?
Paving the way for customer satisfaction by having a 360-degree view of the customer How to build value across all touch points along the customer journey Conceptualising and developing meaningful campaigns