Roz Broome

Roz Broome

Title: Customer Experience Consultant

Company: Roz Broome Consulting (Pty) Limited

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Roz Broome, a Strategic thinker with the hands-on experience of Contact Centre operations

To survive in this dynamic Contact Centre/BPS Industry, energy is the “must have” ingredient. Roz tackles every aspect of her business life and speaker engagements with enthusiasm and energy.

The time spent in the Contact Centre space has been used to build teams that understand and contribute to the organization’s strategy. A firm believer in the Contact Centre being a vital component in the strategic planning process, she challenges organizations to make this a reality. 

Her experience gained from owning her own BPO Company where she was responsible for the strategic direction, sustainability, people management and acquisition of new business ideally places her to understand all aspects of this complex industry.

As an industry contributor Roz was a judge for the CCMG Industry awards for 2016 and 2017. She is a member of the Independent Call Centre Consultants Association. (ICCCA), The CCMG as well as The Professional Speakers Association of South Africa. Academically she obtained an M.B.A. from Henley Business School in the United Kingdom. 

Her experience enables her to see the Client’s business from the customer’s point of view. Often this is at variance with the processes and procedures within the business. This gap needs to be bridged when crafting a Customer Success Program and more importantly, sustaining and enhancing the initiative. She is sensitive to the team dynamics necessary within the business to ensure success and to achieve business objectives

Her passion is to help create a strategy that can be understood and makes real sense to each person in the business. Creating the Customer Experience strategy with the Executive Team is the first step and then communication becomes the essence of the ongoing innovation and feedback process.

Roz is at her best when she works to build a team that understands the purpose of what they are doing and have the freedom to be innovative to deliver beyond customer expectations.

As an engaging speaker Roz can to relate to the audience and ensure that her message is gets across in a practical, yet fun way.

Presentation overview:

Rejuvenate your Customer Success Program

As with many business initiatives, including Customer Success Programs, there is an initial flurry of activity and enthusiasm. This is followed by a slump when participants become disengaged and results are disappointing.
Executives tend to be concerned about customer churn, adoption and customer satisfaction scores and how to demonstrate the value they provide to their customers.
Many Customer Success teams are battling with the sheer volume of daily interactions with customers and their own teams, not to mention various other company departments. There may also be a disconnect with the leadership team.
In her presentation Roz will look at how to rejuvenate your Customer Success program through

  • Effective communication with customers
  • Understanding how to help customers achieve their desired outcomes
  • Reducing pressure on the Customer Success Managers
  • Addressing challenges faced by Executives
  • Initiating and engaging in strategic conversations

Customer success requires an organisation-wide commitment to an evolving and long-term customer relationship. The strategic conversation should be centred on how to keep delivering value leading to expansion and renewal of the customer’s business.

Roz will be speaking at: