The Cotswold Company: Building Trust and Driving Growth Through Customer Experience Excellence

Christian, the Head of Customer Development, explains how the company moved beyond mere operational contact centre management to a holistic vision for customer care. It highlights their unwavering commitment to matching high-quality products with exceptional service, driven by a deep-seated desire to "never let customers down". The success story explores the crucial role of customer service technology, particularly Zendesk, in enabling continuous improvement through data insights and analytics, while navigating the complexities of the retail customer journey, including supply chain and critical customer data security.