CX expert series: Andy Dingwall – Kingfisher

Kingfisher plc is a home improvement company with over 1,300 stores in 10 countries across Europe, Russia and Turkey supported by a team of 77,300 colleagues. They operate under four retail brands – B&Q, Castorama, Brico Dépôt and Screwfix. They offer DIY and home improvement products and services to nearly six million customers who shop in their stores and through digital channels every week.

In this short video, Andy Dingwall of Kingfisher talks about the impact of listening to the Voice of the Customer across the business. Their focus on putting insight into the hands of teams across the company, from store managers to contact center agents has enabled them to make better decisions about how to serve their customers.

Andy shares his advice to retailers getting started with a customer experience program, focusing on the importance of really understanding what matters to customers in order to ensure that you are measuring and focusing on the right areas. He also explains how store managers now access CX data daily, alongside sales information, to set actions that will improve service levels and boost customer loyalty.

Finally, Andy talks about his experience of working with Forsta to build a flexible solution that exactly meets the needs of the business.