Evangelising Customer Experience to Improve Processes, Communication and Success

Guildford, 23 February 2024 - Today CXMStars™ run by the prestigious Customer Experience Magazine awarded Jonathan Sharp, CEO of Britannic Top CX Professional coming in at an impressive position 12 out of their top 25 at their annual esteemed awards. Recognising him as a leading professional and visionary in the CX industry for the fourth year running.

Jonathan is a well-known CX evangelist in the industry helping customers align their strategic objectives with technologies to improve the customer experience. Bringing new disruptive technologies such as AI, analytics and automation to clients, discovering innovative ways to use technology to improve the CX and reap other benefits such as more efficient processes, cost savings and increased ROI.

Practice what you Preach
Jonathan was appointed CEO in 2023 and wanted to practice what he preaches ensuring that Britannic were delivering an outstanding customer experience. From the offset he created a transparent culture that encourages creativity and autonomy. He is committed to innovation and investment in people both of which are the primary drivers in delivering an exceptional customer experience. This year he set up new departments including Learning and Development (L&D) and a Customer Experience and Success team. Combined with the company’s objective in driving and leading with innovation this led to significant improvements in customer service.

It starts with a Plan
To deliver an outstanding customer experience Britannic work closely with clients to understand why they want to improve their customer experience and what the success criteria will be. If you don’t know why your customers are contacting you and what the problem areas are then how are you going to fix it? The discovery and diagnostic process is critical to translating business needs into effective systems designs which is then underpinned by innovative technology and consultation on how it evolves and can be improved.

Pioneering Innovation
Britannic is constantly looking to discover new ways of using technology to improve the customer experience and processes by challenging the norm. AI, automation solutions, email orchestration and data are a key focus for Britannic this year using it as a business enabler to enhance the experience and value we deliver to our customers.

Jonathan Sharp, CEO, Britannic comments, “I am thrilled to be awarded a CX Professional CXMStarTM in recognition of the dedication and expertise of the entire team at Britannic, in delivering and powering exceptional customer experiences. Customer experience is more important than ever as customers expected a superior personalised service and won’t accept anything less. Companies must protect their brand by ensuring they offer an outstanding customer experience and need to ensure they strategically plan their customers journey, so it is easy to use and navigate. The latest AI and automation technologies also unearth valuable data insights that companies can use to make intelligent business decisions that drive them to deliver a first-class customer experience, improve their brand and accelerate revenue.

About Britannic Technologies
Britannic are award-winning specialists in business communications, systems integration, digital transformation and managed services, maximising the ICT investment of private and public organisations across the UK.
Britannic Technologies is a value-added reseller with a difference. We are a highly knowledgeable team of approachable, long-serving experts specialising in business communications, contact centre, unified communications, networking, automation and systems integration. We go the extra mile to create value, mitigate risk and manage change effectively, building strong relationships based on trust.

We collaborate with customers and class-leading partners to innovate and add value, achieving excellence in everything we do. Working in partnership with customers to understand their business goals, processes and culture, we develop change strategies and underpinning technology solutions, tailored to each client’s needs. As leaders in innovation, we are proud to bring disruptive technologies, such as artificial intelligence, web real time communications and business process automation to customers.

Britannic partners with industry-leading vendors such as 8x8, Five9, Mitel, Zoom, Bizvu, Calabrio, AudioCodes, Microsoft, BT and Uniphore. Trailfinders, North Herts District Council, Markerstudy Group, Advance Housing & Support and Peabody are just a few of the customers that have transformed their business with Britannic.


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