Kevin Sampson, Head of Customer Excellence at Zen Internet, joins Sean McIver to unpack his secret sauce to levelling-up customer experience and achieving customer excellence.

Kevin has worked at Zen Internet for three and a half years as the Head of Customer Excellence and Customer Experience Manager. He is a Gold winner in the Customer Champion category at the 2022 UK National Contact Centre Awards! His previous roles include Customer Experience Manager for npower and seven years as Process Designer and Customer Journey Analyst at British Gas.

In this episode, Kevin shares the difference between customer experience and customer excellence, how to turn complaining customers into business ambassadors, and why businesses should put people before profits.