Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

Punk CX: Customer Experience Insights with Adrian Swinscoe · Apr 24, 2023 · 1h 3m

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, their focus on agent/partner well-being, particularly in the face of turnover, attrition and burnout and changing working arrangements, the implementation of well-being time outs, the changing nature of management and leadership, especially in the customer care environment, a quote from Martin Hill Wilson and Kicker shoes no less.

This interview follows on from my recent interview – The connection between flight simulators, agent attrition and…