Sure’s Chief Customer Officer shortlisted for global award

Monday 04 November 2019

Sure’s Chief Customer Officer has been shortlisted for a global award celebrating excellence in promoting customer service.

Charlotte Dunsterville has been shortlisted for the MyCustomer CX Leader of the Year Award 2019.

Since joining Sure six years ago, Ms Dunsterville has implemented several customer-led initiatives including changing the frequency of customer communications, making sure employees can work across different teams and mapping customer journeys to identify where the customer experience can be enhanced.

Pictured: The awards aim to celebrate good practice in customer service and those who encourage it online and offline.

She also set up a customer panel to facilitate ongoing conversations with customers about their experience and to discuss key projects such as the company’s digital transformation programme.

“It is wonderful news that Charlotte is a finalist in the CX Leader of the Year Award; the recognition is very well deserved," Ian Kelly, CEO of the Sure Group, said.

“One of Sure’s values is customer focus and Charlotte has worked hard to bring this to life and embed this in everything we do. She’s transformed Sure’s culture internally to a business where customers are a key element of any discussion about business strategy. Her work has contributed to Sure leading in both mobile and broadband customer satisfaction scores against our competitors for the last four years and employee engagement scores have increased significantly.”

More than 80 customer experience leaders from 23 different countries including the USA, Nigeria and Myanmar, were considered for the award. 25 individuals have been shortlisted and the winner will be announced later this month.