Igniting a Customer-Centric Culture Revolution with Leonie Williams

Talk Time: The Contact Centre Podcast

In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on customer service excellence, and the key to lasting cultural transformation in business.

For 20 years, Leonie has worked with and for customers, building a set of expertise that supports a more holistic approach to customer experience. Her commitment to customer satisfaction was most notably recognized when she was named the #14 top CX Professional of 2023.

Starting her career at the customer service desk of Waitrose, Leonie then progressed to roles in Customer Retention with Hilton Hotels and IHG Hotels. Over seven years at The Institute of Customer Service, she collaborated with more than 75 organisations across various sectors, such as The Post Office, Admiral, DHL, and Hitachi, helping in their service improvement efforts.

To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com

Episode resources

• Leonie Williams on LinkedIn
• Customer Service Solutions Group Website
• Women in CX Community
• Infusing CX and Culture Sessions

If you enjoyed this episode, then please either:

• Subscribe, rate, and review on Apple Podcasts
• Follow on Spotify
• This page shows how to follow, rate, and review the show on the major platforms.

Talk Time with MaxContact is handcrafted by our friends over at: fame.so