Presentations from the latest excellence in service delivery masterclass held at the Institute of Directors on Pall Mall in London.
The latest masterclass provided an opportunity for delegates from across the roads sector to hear the thoughts of senior leaders about how they approach customer service.
The masterclass was opened by David Brewer, Director of Network Delivery and Development in the Highways Agency. Our guest speakers were Simon Fowler, Partnership Registrar for John Lewis and Beverly Waugh, Programme Director for Connect Plus. There was also a panel discussion involving Andy Jamieson, MD of Aone+, Simon Duke from the Highways Agency, and Beverly.
Speakers shared their experiences of driving for and achieving service excellence, and spoke about the lessons learned. Ultimately, delegates are now equipped to take lessons back to their organisations and apply them to engage with customers, helping to build a meaningful legacy for the roads industry.