Lauren Harding knows how to navigate the complexities of customer experience in a complex industry like financial services.
As the Head of Customer Experience for Spring, a UK-based part-exchange, or home buying service, she is dealing with insights, analytics, design and culture.
In this show, Lauren and I chat about
🎙 CX’s evolution in the UK and Europe more broadly
🎙 The core tenets of CX and some of the hurdles she faces in the UK part-exchange business
🎙 How she engages the business to help drive a customer-led culture
🎙 The CX Tech stack and how Spring is harnessing tech to better engage their customers
Really interesting show with a boots-on-the-ground practitioner in a very complicated business. Love Lauren’s authenticity and passion for the work.
