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How to make great customer experience part of the fabric of your organisation

In this episode we spoke with Gem Passant, CX leader and advocacy expert. 

Gem discussed how to get your entire organization, from the boardroom to the front line, championing customer love.

During our chat, Gem shared her experience of building deeper relationships with her customers by using innovative strategies to connect with them on a more human level. 

About Gem

Gem Passant is a Senior CX Leader with extensive UK and international experience driving business growth and shaping award-winning customer journeys. Her work spans offline and online CX from strategic planning to omnichannel brand execution.

Gem has held CX leadership roles with FTSE100-listed Aviva PLC, the UK’s #1 insurer, as well as LV= and award-winning disruptive insurance scale up, ManyPets. In each case, her approach has delivered transformational impact by combining the latest innovative and human-centred design thinking with the fundamentals of the Customer Experience movement and Loyalty Marketing.

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