Episode 25- Nicola Collister, CEO and Founder Custerian, Ex COO, CCO, Group CX Director

I am delighted to be joined by Nicola Collister, Nicola was one of the first Group Customer Experience Directors in the UK and has 25+ years in the service industry.  Working her way up from an Advisor with the RAC, Nicola went on to hold senior COO and CCO Executive roles, before founding Custerian over 10 years ago with Simon Norrie, Nicola is also an Executive Advisor for the CCA and Chairs many of their events, as well as being an NED and Advisor to start-up and scale up business.  Custerian is a practitioner focused change creation and delivery company that helps clients improve profitability by solving problems, making things better and helps business get the right stuff done through alignment, of their people, process, technology and data. Michelle Ansell, Managing Partner of Douglas Jackson and Nicola talk about why business get change so wrong and the key ingredients to drive success, how to harness the power of people.    Why customer service, contact centre, CX etc, however the customer functions are branded, their inability to be seen as a profit, value adding function vs that of a cost cutting function and so it seems the functions are almost always on the back foot and being asked to do more with less, diversity and advice for female and aspirational leaders and more.    If you would prefer to watch the full video go here.  The Impact Room Where exceptional, diverse and impactful leadership and wisdom is shared...