Judges of The Huawei Customer Focus Award
Claudia Hathway, Editorial Director, callcentre.co.uk
Claudia Hathway has been commentating on the contact centre/customer service industry for more than five years. In that time, she has built up a wealth of knowledge and has spoken about industry issues at many events, as well as on UK national television and radio. Her main interests include the use of social media for customer service, frontline empowerment, and the art of putting the customer at the heart of the business.
She has more than ten years’ experience in editing business publications and websites, and is a true believer in building communities of like-minded peers through the power of digital channels
Why has Claudia decided to judge the National Business Awards?
"The nature of customer service has changed in recent years. The always-on customer expects more, and has the ability to broadcast their experiences of a company to thousands in an instant. Having a true customer focus is no longer a luxury, but an absolute necessity for any business wanting to survive. I’m glad the NBA programme recognises this, and I’m keen to hear how the finalists are facing up to the challenges of serving a new breed of customer".
Steve Morris, Head of Viewer Services, ITV
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Steve Morris is the Head of Viewer Services at ITV. For 16 years Steve worked for an outsourced industry leader that supplied services across 26 countries, this experience enabled him to understand and identify the best technologies, management and measurement processes available to deliver premier and effective solutions, where customer relationship management is a critical success factor. After leaving outsourcing he became a consultant for two years, implementing new business and performance improvement processes before joining ITV.
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