Focus On

With this year’s Customer Engagement Transformation Conference just a few weeks away, we’ve decided to sit down with some of our world class industry speakers for a “Speaker in the Spotlight” interview to hear more about their role, responsibilities and what they are most looking forward to about the event. Today we are joined by Olivia Chambers, Customer Insights Manager at Huel…

Can you provide us with an insight into a day in the life of your role?

At Huel, customers are at the heart of everything we do, which makes my role in Customer Insights really exciting. I act as the voice of the ‘Hueligan’ (our customers) and work alongside every team in the business to ensure that this remains at the forefront of decision making, everything from product launches to responses from the Customer Experience team. We’re really lucky to have an active community when it comes to our customer base and that allows us to gather amazing qualitative insights that we can use to support our quantitative findings and ultimately, make confident decisions that we truly believe reflects the customer sentiment.

How has Covid affected your customer strategies?

Since the pandemic, we have seen customers utilising Huel for new reasons and new types of customers have been introduced into the community which we’re so thrilled about. It’s meant that all teams have had to understand this new cohort quickly in order to ensure the best possible experience for them and hopefully keep them with us for a long time. Customers behave differently depending on their goals!

What do you think the future will look like for customer engagement?

I think that we will start to see a more defined relationship between human interaction and automation. We have already seen the rise in the use of tools like answer bots and self-serve knowledge bases with customers seeking ways to avoid what they deem to be unnecessary interactions; however when does this become a detriment to the customer experience? In order for brands to educate the customer, it’s important to interact with them at key journey points and not lose the human connection that still drives customer loyalty forward.

We’re very excited to have you on the panel! Any chance we can get a sneak peak on the things you will be discussing?

I’m on the panel discussing ‘How is technology acting as an enabler for customer engagement transformation?’ on June 9th and would love to have a conversation on why the voice of the customer is so important when it comes to making key business decisions and how we access that voice. Technology has the potential to automate huge aspects of the customer journey, but how much of that do we want to eliminate?

What are you most looking forward to about the event?

I’m really excited to hear what the other panelists have to say. I hope I can take away some insight and new ways of thinking that I can apply to my day to day role.

Olivia will be part of the panel discussion at the Customer Engagement Transformation conference on Thursday 10th June at 3pm – you can register your FREE ticket to the event and catch Olivia presenting live here

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