Job title: Global digital director
As Global Digital Director, Craig has executive responsibility for Customer Engagement, Digital Product Development, Strategy, Digital Talent and the underlying platforms across Web, Mobile, App, Social Media, Connected Home, Electric Vehicles and CRM channels. Craig also leads the internal Digital transformation activities for the organisation. Craig is a dynamic Digital leader, with a proven track record of driving Digital transformation and executing successful innovative strategies. He is a strong strategic thinker with the ability to translate strategy into operational delivery. Iberdrola is a leading multinational group in the energy sector that focuses on creating value for our customers, shareholders and society as a whole. Our capacity to anticipate, our encouragement of innovation, our commitment to protecting the environment and over 170-year history has made us what we are today. ScottishPower is one of the ’big six’ suppliers in the UK’s retail energy market, providing energy to more than 5 million customers. According to Craig, adaptive marketing is customer service. ScottishPower wants its customers to always feel known and understood. Creating personalized experiences and convenient services for existing customers increases satisfaction leading to higher retention rates and increased lifetime value (LTV). Exceptional customer service also turns their existing customers into loyal brand ambassadors.
The digital customer journey 11:20 am
Delivering a personalised service as a result of the intelligent CRM system Digital contact centres: messenger style web-chat customer service in practice Crowdsourcing as an alternative approach to answering customer queriesRead more
day: 17 January 2019