Season 6: Episode 3 – Hear from Emma Dark, Director of Customer Service at Estée Lauder
We’re delighted to welcome Emma Dark, Director of Customer Service at Estée Lauder, along with one of our favourite podcast co-hosts, Jamie Thorpe, Head of Experience Management at Ipsos in the UK. Emma and her team have recently been crowned the Best Small Customer Contact Centre of the year, in the highly prestigious European Contact Centre and Customer Service Awards (ECCCSAs). Our own Helen Wilson, CX and Channel Performance CXO and Customer Perspective host, is the ECCCSAs’ Chair of Judges, and she certainly knows a great gold winner when she sees one! Emma takes us on her career journey, with signs of success evident early on; at just 17 years old, she opened her first store as a manager. She moved up the customer service ladder in leading global brands and start-ups, but with CX and EX always at the heart of her roles. As such, she’s exceptionally well-placed to share her take on some of our top topics including the role of Customer Experience measurement and management in CPG organisations, the importance of embedding ESG in experience, challenges when operating in our convergent commerce world, and, of course, delivering that Return on CX Investment (ROCXI). If you’re new to CX or looking to improve your CX focus, be sure to listen to Emma’s guidance on the three CX ‘must dos’! If you want to hear more from Estée Lauder, take a trip back to Season 2, Episode 9, when we were joined by Kate Fannin, Executive Director, Retail Experience & Insights, North America Corporate Marketing.
For more information about Ipsos’ point of view, check out our latest Ipsos CX and Channel Performance thinking. Read ‘Embedding ESG in Experience’ to find out how organisations can derive value from ESG.