Member Since: 18th Nov 2014
Jaime has many years experience leading customer service operations and customer experience improvement teams and programmes for leading UK brands. As Head of Customer Insight and Improvement at Orange, he established the organisation’s first customer experience function and played a leading role in helping the company to top the JD Power customer satisfaction awards six years running. As Customer Experience Director at Barclays Bank and Vertex, he led teams to design and implement enterprise-level case management, quality assurance, customer insight and performance management systems.
Managing Director EvaluAgent
22nd Apr 2015
Just after the new year, Scottish Power was awarded the infamous Wooden Spoon award for the UK’s worst customer service. It’s not the most...Blog
20th Nov 2014
Recently the increasingly active industry watchdog Ofcom flexed its muscles on complaints handling , accompanied by the usual media fanfare...Blog