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NEWS | Industry Updates ‘A critical appointment’ at Vianet


Smart Machines/Vendman Jo Vinton-Bulwinkel has joined Vianet Smart Machines / Vendman as head of customer experience in an appointment the company views as ’critical’ to its ambitious growth plans. Jo has joined from Firstsource Solutions UK where, within the space of two years, she progressed from operations manager to process excellence manager and ultimately client director. She already has a number of accolades under her belt including the CCA Excellence Award, 2017 – ‘Innovation in BPO’; North East Employee of the Year, 2018 and the North East Leadership Award, 2018. She was also shortlisted for the GSA Financial Services Outsourcing Project of the Year, 2017. In her new role, Jo will be responsible for ensuring the group stays ahead of the curve through transformational solutions that constantly reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes to customers. “It’s been my job to go to clients and study processes with a view to seeing how they could be improved in order to make them more profitable,” Jo said. “Before I left Firstsource, my role had begun to change; I was


increasingly involved in the insight and analytics side of client businesses, working with tangible data from, for instance, customer satisfaction surveys. That really appealed to me and when an agency approached me about this job, it was clear that it would encompass a lot of things I liked.” Her initial focus will be on Vendman customers and making


sure that they extract maximum benefit from the alignment of Vianet and Vendman. Vendman MD Rob Little said: “Jo’s appointment is one of the benefits of becoming part of a plc. I’m not sure Vendman alone could have attracted a person of her calibre into the business and I’m thrilled that she’s joined us. Our customers, especially the largest ones, have worked with us to identify the need to streamline the customer experience and we’ve also been aware of the need to deliver constant improvements as we combine Vendman’s ERP offer with Vianet’s cashless expertise. Jo has the track record, the skills set and the ambition to steer us in the right direction and we’ll give her every possible resource to do so.”


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