thebiginterview
a number of interactive workshops with the management team. I think cognitive diversity is really important. If you get 10 minds together that all think the same way, you’ll end up with a handful of solutions. If you involve your workforce from across business disciplines and get them in an environment where they feel safe to contribute and challenge, you will generate solutions that think outside the box and provide a greater competitive edge.
How will you embed the Total Experience (TX) into your customer strategy? And how important do you think this is? I really like the term Total Experience as it highlights just how closely everything is linked and how it affects each other. Te employee experience will directly impact the customer experience and user experience as motivated and engaged employees are more likely to provide a better service and make innovative suggestions on how to improve processes. Ensuring business departments do not sit in isolated silos is key to successfully embed the strategy. At Agilitas we are focused on 5 key areas of the total experience
– Culture, Excellence, Voice of the Customer, Technology and Automation, and ESG. Tis forms part of a workstream that feeds into our compan goals and ultimately our overall process. Communicating this strategy to all our employees has been critical to ensure everyone understands the role they play and how everyone contributes to the total experience strategy.
What do you envision are the biggest challenges that Agilitas and the wider industry are currently facing? Te economic environment both in the UK and across the world means it is more important than ever to keep your propositions relevant and profitable. Cyber and cloud solutions have increased in popularity and we’re expecting to see new solutions evolve quicker than ever as AI technology becomes more widespread. Listening to your customers is crucial here. It can be easy to get caught in the hype and generate new Go To Markets that lose all relevance and ultimately fail. Whilst remaining commercially
competitive, businesses also have to ensure they are making sustainable decisions to protect the environment and their people. Te workforce has such a strong voice in today’s market and so their wellbeing, value and purpose has never been more important.
You’re just a few months into your role of COO, what achievement are you most proud of since starting at Agilitas, and what are you most looking forward to with working in the channel? I feel like I’ve been part of the team for years, which I guess is a good thing! Building on Agilitas’ established expertise, within three months we created an A
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“Developing a strong People Strategy that attracts the right A-player candidates, develops and retains them is absolutely key.”
player leadership team and ensured the right people are in the right jobs to support our customer excellence vision. As a business, we have worked together to create a company
strategy that every department feeds into. Tis ensures that every single person within the organisation has goals aligned to our purpose. All this has been done before the new financial year – an achievement I am incredibly proud of. Aſter all the hard work, I am really looking forward to bringing
the strategy to life and seeing how it is received in the Channel. It’s imperative that we remain agile, so collaborating with others in the Channel is going to be key moving forward. But with the solid foundations we have put in place, I’m extremely confident for the year ahead and excited to get started!
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