Fiona NichollsCustomer Listening and Capability Lead
Fiona Nicholls leads customer and colleague listening at Grid, the key engagement tool used prior to action (including Journeys). In addition, she manages the design, build and implementation of the global customer training programme across National Grid as part of the global customer transformation programme.
- The role of CX tools in strategic change, and how they can be applied to employee experience so that the two
- The impact of colleague listening to engage and bring to life the issues regarding customer/colleague experience
- To bring this to life, a HR/Business services programme leader will share their work and reflections, including on