Quick 6 With Graham Webster, Telefonica

In this feature on the Customer Experience Matters blog, we ask 6 questions of different customer experience leaders. In this edition: Graham Webster from Telefonica.

  • Name: Graham Webster
  • Title: Director of Customer Experience, Telefonica Europe & Telefonica S.A
  • Company: Telefonica S.A
  • Length of time on the job: 3 years
  • Previous position: Senior Vice President Strategy, Telefonica Europe

1) What do you most like about your role?

The ability to enhance people’s lives

2) What are you most proud of accomplishing?

Helping increase the customer focus across Telefonica businesses

3) What has been the most surprising challenge?

A quote by an internal person – “The brand and people are nothing to do with quality!”

4) How would you describe where your company is on its customer experience journey?

Progressing slowly but nevertheless progressing with senior management leadership

5) What initiatives are you currently most excited about?

Customer Feedback Systems dashboard trials

6) What advice do you have for someone who is about to take on a similar role?

Make sure the CEO is committed and not just in words but budget and actions when times get tough

Bonus question: What is one thing that people would be surprised to know about you?
I used to be a Civil Engineer designing bridges

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

3 Responses to Quick 6 With Graham Webster, Telefonica

  1. Jim Watson says:

    Bruce, thanks for posting this. It’s always interesting to learn about the specific initiatives taken, (especially in high-churn industries like telco) to improve the customer experience. Mr. Webster refers to his “Cuystomer Feedaback System Dashboard trials.”

    Can you provide any further details on that intiative? For example:

    What KPI’s is Graham tracking on the dashboard?
    What specific actions are taken, based on the KPI’s?
    Etc.

    Thanks Bruce, and Happy New Year.

    Jim Watson

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