As one of the leading contact centre ambassadors in the North West of England, Donna and her team will present how they embrace and deliver exceptional service to their customers against a backdrop of ever-changing industry requirememnts.
My name is Donna Czyzewski and I currently work for IAG (International Airlines Group) Loyalty, as Head of Customer Contact. My role is focused on creating a strategy that will provide a brilliant customer experience for our Groups most Loyal customers. And to lead the teams within the contact centre to deliver this experience. I have spent most of my career within the airline industry having spent 17 years in British Airways carrying out various roles. I had the opportunity in that time to lead the US Customer Contact organisation where I spent 3 years living out in the US. I have also spent time in People roles, mainly as a HR Business Partner for BA digital and retail teams. My ambitions are always centred on providing a positive customer and colleague experience within an organisation.
The Transformational Contact Centre – Bringing the Spirit of Transforming to Life – Contact Centre of the Year 2021