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Session: Keynote

StepChange: Embracing a Customer-first Vision to Simplify Service

Date and Location



  • Phil Andrew
    Chief Executive
    StepChange Debt Charity
  • John Huehn
    General Manager, Customer Service and Sales Automation

Studies show that business success is closely related to creating and maintaining loyal customers and adapting to their needs and changing preferences. Customer service really matters – yet 82% of customers think service takes too long. Providing seamless customer service isn’t always easy but it is always worth it. In this session, you’ll hear how the UK’s StepChange Debt Charity, together with implementation partner, Aaseya, transformed to look beyond channels and provide journey-centric, quick, simplified service – empowering customers to engage in the way that suits them, while freeing up agents to focus on what they do best.


Customer Service

Product areas

Customer Service



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