Customer experience and lead handling specialists Connectivity.CX will see some big changes in the New Year as the business continues its expansion. A restructure of the board of directors will see current Operations Director Andrew Dent assume the role of Managing Director. Current MD, Allistair Carmichael, is set to become Chief Executive Officer, where focus will include expansion of the business into new territories where he has already started making progress in Spain.
“Organic growth has introduced us to the Spanish automotive market and dealers are starting to benefit from our data driven approach to maximising customer value throughout the vehicle ownership life cycle” explained Allistair Carmichael. “To truly deliver a more rewarding customer experience, for both our clients and their customers, we decided that we had live and breathe the local marketplace and culture. That’s why we have been recruiting a local Spanish team and opened a bricks and mortar presence there.”
HR, Legal & Resource Director Rebecca Slater will continue in the same role, assuming responsibility for both the UK and Spain offices.
“Our team and our culture are at the heart of our success,” explained Rebecca . “This year we were recognised as a Great Place to Work, scoring an outstanding average of 91% in the assessment process. My goal is to create the same culture in our new Spanish office. We have unrivalled technology and data analytics in our product portfolio, but it’s the one-to-one interactions that consumers remember. When our first Spanish clients heard how our Befrienders engage with customers they immediately got it: understanding that our goal is simply to ‘make a friend on the phone’. Holding on to the customers you already have is a lot more cost effective than constantly looking for new customers, and delivering outstanding customer service is key to that.”
As well as expansion into mainland Europe, Connectivity.CX continues to grow at home. “We have an exciting strategy ahead for 2025 and beyond. Focusing on ensuring that we have strong partnerships with our UK clients and forming new ones that allow us to bring our service offering to strengthen our partners business and vice versa. With this in mind we will be looking early in 2025 to recruit a Sales and Client Accounts Director within our UK business. This person will assume a key role in supporting myself with our partnerships with our clients and enabling us to build on the platform we have for further growth across the year” explained Andrew Dent. “We are all super excited with what the future holds.”
