Appointments JLL hires Anindya Biswas as new Digital


Transformation Lead Biswas will oversee JLL’s cloud-based Facilities Management services across Europe, the Middle East and Africa. JLL has appointed Anindya Biswas as Digital Transformation Lead of its cloud-based Facilities Management (FM) services – operated through Corrigo – across Europe, the Middle East and Africa. This is a new role based in London, which will strengthen JLL’s digital expertise in the FM market across the region. Biswas’ appointment will ensure JLL’s clients have access to the best FM related digital


expertise and products to drive business transformation, integrate new technologies into their workplaces and use data-driven insights to derive new value from their real estate portfolios.


Brian Welsh. Insight Legal Continues Expansion with Office


Moves and Appointment of CEO Software company invests in its team and office to drive growth and deliver enhanced customer support. Independent software company, Insight Legal Software today announces its


continued expansion, welcoming a head office move and the appointment of former Director, Brian Welsh as Chief Executive Officer. The news follows a period of significant growth for the legal software provider, with


the company averaging 25 new customers per month over the last six months, ranging from single users to over 70 user sites. The company now serves 700 firms, a 30% increase year-on-year. The Insight Legal team has also expanded as a result, having bolstered its management team and doubling the size of its development team over the last 12 months.


Brian Welsh.


understand the instructions; it continues when they register it and use it. Customers need help from the start to set up their new product and get it working or indeed they may get many months or years use from the product before they have an issue and they need support. Only then, when they need help, will they contact the company. Their experience at this stage can make or break the relationship because the customer won’t necessarily remember the fact that something has gone wrong, but they will remember how the problem is dealt with. The critical part that is missing from the definition above is


an understanding that the customer experience starts long before they try and make contact with a contact centre. As customer experience professionals, we need to be able to influence the full end to end experience, not just when a customer contacts us. In many ways, that is locking the stable door after the horse has bolted. Advisors understand customer issues because they


are in the privileged position of speaking (or chatting) with customers. The majority of the issues identified will be outside the contact centre’s direct span of control, but this knowledge is a source of invaluable information and insight. For example,


if customers call in because product instructions are not clear, only the contact centre will know this within the organisation. If customers talk about multiple and confusing correspondence received, again, the contact centre is probably the only team aware of this and the impact it has on the customer. Contact centres and retail stores if appropriate, need to


be at the centre of the organisation and become the insight and analytics hub, collating and analysing insight gained, to drive improvements. Because this insight comes direct from customers, capitalising on it is the optimal way to improve the customer experience, leading to higher satisfaction, more loyal customers, reduced contacts, reduced costs and product insight. This will require a change of mindset for many organisations


who may see the contact centre as a necessary evil, within which to minimise spending as much as possible, rather than a business critical function that helps to inform and drive product development, product management and marketing amongst many other teams. Ultimately, the contact centre is a strategic asset rather than a simple cost centre but to use it as such requires a deep understanding of the end to end customer experience.


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