thebiginterview
Navigating uncharted
waters with the total experience
Agilitas’ newly appointed COO Sara Wilkes talks to us about Agilitas’ plans for the future.
Tell us about Agilitas’ plans to make 2024 a defining year in the company’s history, and how 2023 has laid the foundations for this. One of the key reasons that I chose to join Agilitas was that I shared CEO John Hayes-Warren’s long-term vision for the company. John was appointed CEO in October 2023 and so Agilitas’ transformational journey was just beginning. With my 18+ years of experience in the Channel, I knew I could take charge of the CX strategy and ensure that this wasn’t a silo that sat on its own, but truly integrated into the heart of the business. 2024 is a really exciting year for the company. We are starting
the new financial year with a passionate leadership team, a redefined purpose with company values to reflect this, a clear strategy and an OKR (objectives and key results) framework that every member of the team can align with. My role as COO will involve leading the total experience
workstream that encompasses culture, excellence, the voice of the customer, technology and automation, and sustainability. We have the plans and people in place and I’m incredibly
excited to be working directly with our customers so they can experience the results of all our hard efforts.
Why is it so important that Agilitas put customer experience transformation at the heart of its growth strategy? Without our people and our customers, we are nothing, so it is really important that we don’t just listen to them, but we build their responses into our customer experience strategy. Tat’s why we have developed our own Voice of the Customer campaign, which involves quarterly meetings with our customers to find out what we are doing well and where we can improve.
14 | May/June 2024 Te real key though is that this is then communicated with the
whole company. Too oſten feedback questionnaires are completed and then brushed to the side. Instead, we are integrating the feedback into our roadmap. Te market is changing at pace so ensuring we listen and adapt to our customers’ needs means we can grow and be successful together.
What is Agilitas’ main customer experience goal? Every customer is on a different journey - they are at different stages or have a different focus. But their purpose is to help their end user customers and therefore our role in the Channel is to add value to their offering to enhance the end user customer experience. Having worked directly with end users for over 18 years, I feel
I understand their pain points really well and can now translate that into the service we offer our Channel partners further up the supply chain. Aligning with our customers to ensure we can deliver excellence is our main customer experience goal.
What plans do you have to implement a new vision for people, transformation and the customer experience at Agilitas? Culture is fundamental to the successful delivery of the strategy. Everyone at Agilitas needs to be aligned. It was vital that we defined our purpose, our values and our goals and ensured that the strategy filtered throughout the company so we are all heading in the same direction. Developing a strong People Strategy that attracts the right
A-player candidates, develops and retains them is absolutely key. In order to get the support from the wider business, we have held
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