Sudale Search & Select

"She is just an absolute operational genius!" This from 1 of the UK's top COO's who specialises in fixing operational challenges in high growth regulated industries! This Senior Customer Operations Director has been their right hand and, as well as being a total genius... She is fearless, positively disruptive, high EQ and knows how to take large contact centre teams on a difficult "journey." If you are going through a period of change and transformation, including the introduction of AI into contact centre operations, if you have regulatory challenges or anything where your customer operation feels impossibly broken... reach out to [email protected] and see how we can help. (The below image was created using AI)

If AI Is To Handle The Most Basic Customer Interactions, Do We Need To Focus On Emotionally Intelligent Hires? The evolution of the agent role is probably one of the biggest topics of conversation when discussing the impact of AI on customer operations. In this session we will cover if you need to hire for emotional intelligence and when, how you hire for emotional intelligence and importantly, how you protect your agents as their role evolves. Please share with anyone you feel may be interested, and register for our newsletter to keep up to date with all our latest masterclasses and events, where we support our customers navigating their biggest challenges!

The demand for top-tier digital CX talent has never been higher. Companies across all industries are doubling down on digital investment, but here’s the catch - many of these industries simply aren’t seen as attractive to the best candidates. That’s exactly the challenge a European InsurTech business faced when they needed a Head of Digital Experience & Communication. They needed someone to completely overhaul their digital customer journey, work with international stakeholders, and drive a leaner, tech-powered operation. ?? The problem? The insurance sector isn’t exactly a magnet for top digital talent. The role was brand new—no roadmap, no blueprint. Other recruitment partners had failed to find the right fit. Time was running out. ?? The solution? We took a highly strategic headhunting approach, tapped into passive talent, and delivered the ideal candidate in just 48 hours, someone who has since transformed their digital experience, doubled their customer base (without adding headcount), and been pipped for a promotion. If you’re battling to attract digital CX talent, especially in industries where competition is fierce and perception is a challenge, this case study is a must-read. Follow us for more Case Studies like this ??

Emotions Are A Powerful Driver for Business Transformation ?? How often do people's stories stick with you for years to come? How long does that data on a spreadsheet stay in your mind ?? Data, Insights and powerful stories are key to unlocking business transformation - building loyalty and bringing the C-Suite and SLT with you! Don't just take our word for it. Pull up a virtual pew and join nearly 200 leaders who are checking out this this session with Sue Moore who is not only incredibly knowledgeable but just the most wonderful person ?? #customerimmersion #customerexperience #customerloyalty

Why are reposted jobs being more popular at the moment? There are a whole host of reasons, the most common one being - you are shopping in the wrong talent pool... Often because of the rife mis-labelling of job roles within the world of customer. You will often be alienating the very people you are trying to attract... Check out our latest blog (Link in the Comments). If you need some guidance on titles, role purpose and generally defining what you need to move the needle on customer - drop us a DM or email [email protected]/ [email protected] Image generated by AI

Are you new around here? ?? ?? Sudale Search partners with businesses to support them, often during times of change - to secure the right leadership talent to execute this change whilst focusing on growth, customer retention & loyalty, efficiency gains and technology transformations! Recent projects include: ?? Global Customer Care Manager for a rapidly growing, Founder Led, Cosmetics/ Beauty Brand ?? Head of Customer Oversight for the body responsible for facilitating the UK's Net Zero transition. ??♀? Head of Specification Sales - focused on diversifying existing talent pools ?? Head of Customer Care & Manager appointment for a growing DTC who recently secured VC backing Drop us a follow if you are interested in: ?? How to create best in class Candidate Experiences ??♀? Inclusive hiring and diversification of talent pools ?? ROI on hiring campaigns (and the cost of not getting it right first time) ?? Securing the talent to guide you through your change and transformation journey ?? How to land A-Class talent in competition And many more! Anything you would like to hear from us specifically? Drop us a note and we will surely share ?? ??

Amazing news that Charlie, in her 2nd month, has been named Employee of the Month at UniHomes! Charlie was an absolute pleasure to work with throughout the hiring process and glad to see her flying in her new role ???? This is just one of the reasons why we absolutely love what we do ????

Want to build customer retention and long-term loyalty? Are you struggling to bridge the gap between customer expectations and reality? Ready to reduce churn and create more predictable revenue streams? Customer Immersion can be a powerful way to really connect with your customers to: ? Increasing customer retention & loyalty ? Reducing service failures & improving customer experience ? Strengthening marketing & customer segmentation strategies That is why we got together with Sue Moore, who is the immersion expert to put together this session, as customer "closeness" becomes a hot topic in the market ?? Event details coming soon (where Sue will be on hand to answer any/ all of your burning questions in this 45 minute session!) If you want the invite, comment below or inbox. Please share with anyone who you feel may be interested in this session! ??

Simplyhealth's Contact Centre Evolution: Investing in People and Progress! Simplyhealth has undertaken a major transformation of its contact centre, not just through technology but by prioritising the people experience. This shift has resulted in enhanced compensation, new career paths, and tailored support for employees navigating change. ?? Higher Pay Reflecting Evolving Roles – As Simplyhealth modernises its contact centre, it has increased salaries in line with new responsibilities, ensuring employees are rewarded for their growing skill sets and adaptability. This reflects the company’s commitment to recognising the value of its workforce. ?? New Roles, New Opportunities – With AI taking on simpler customer interactions, Simplyhealth has created new roles that focus on complex problem-solving and deeper customer relationships. Employees are no longer just ‘agents’—they are skilled advisors, specialists, and customer champions. ?? Supporting Those Who Struggle with Change – Not everyone welcomes transformation, and Simplyhealth understands this. The company has invested in personalised coaching, upskilling programmes, and clear career pathways to help employees transition into new ways of working confidently. ?? Flexible Work for a Better Employee Experience – A hybrid model (50% office, 50% remote) ensures employees have work-life balance while still engaging in team collaboration and development. By rewarding employees, evolving roles, and supporting career growth, Simplyhealth has created a forward-thinking contact centre that benefits both its people and its customers. Check out the full article here: https://lnkd.in/e8Dnr9Yv?

If, like us, you missed the episode on release day (Friday) - check out this brilliant Get out of Wrap Episode with Women in CX ? Founder Clare Muscutt! We have had many customers & partners talk about how they, as men, can get involved in Women in CX and be incredible allies - listening to this will be a great place to start ?? ?? Happy Monday all - let's go smash the week ?? ?? https://lnkd.in/eQ-GScMx