Client Spotlight Webinar Highlights: In Conversation with James Rayment from PGL Beyond

Written by Sophie

💡Client Spotlight Webinar Highlights💡

It was great to hear the brilliant James Rayment chatting to Sophie Stanhope about how a thoughtfully designed Voice of the Customer programme has helped to drive cultural change across the PGL Beyond business.

"The introduction of this new system and new technology has sparked interest not just in customer experience, but in exploring more innovative ways of doing things… it’s become a real conversation starter across the business about what else we can do to innovate our processes."

James shared his top tips for CX leaders looking to use a VoC programme to drive meaningful change across their organisations.

1️⃣ Increase engagement and adoption
A VoC programme isn’t just about technology, it’s about people. Involve stakeholders early and provide the right training and guidance so teams feel empowered to use insights to drive improvement.

2️⃣ Start with the business priorities first
Don’t start with the technology. It’s easy to get caught up in features and tools, but technology should always serve your business goals, not the other way around.

3️⃣ Focus on the big wins
There’s a lot to do when embedding a new programme, so focus on what really moves the needle. Protect what’s working and channel your efforts where they’ll have the biggest impact.

We’re proud to partner with PGL Beyond on their journey, proving that when insight, technology, and people align, it’s possible to turn data into action and drive cultural transformation.

Missed the live event? Visit www.watermelonresearch.com/client-spotlight to watch the recording.