Podcast Show Notes with Carol Borghesi
What Carol perceived coming out of business school was that she needed to take a tuff stance. Join me as Carol shares her story of learning how to become a path paver for women and a transformation expert of organizations. Learn how Carol found herself with having no consideration at all with executives to having a seat at the executive table. Learn how Carol found out how to become a catalyst for change without the use of force.
Carol is a graduate of the marketing management program from the British Columbia Institute of Technology (BCIT).
She has 31 years of experience telecommunications experience spanning three continents, Carol‘s career has taken her from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, and back.
Carol concluded her career at Telus as the Senior Vice President – Customers First Culture.
In this role Carol was a passionate advocate across TELUS for their Customers First in 2010 and was the driving force behind the evolution of TELUS’ corporate culture to deliver on the future is friendly® to clients.
Carol has held senior roles in sales, service and business unit management, and has successfully managed change through deregulation, labor relations, consolidations, acquisitions, and rapid technological innovation.
As the past Chair of the CCA (U.K.’s contact center association), Carol is a recognized expert in contact centers, customer service operations and customer experience leadership in complex, multi-channel environments.
In her career she has had responsibilities leading more than 50, 000 employees that has served well over 150 million customers.
She is currently writing a book about how to put customer first for profit and FUN, speaking internationally and working with like-minded organizations that believe the age of customer capitalism is now.
Tweetable Quotes and Mentions
“Much has been done to create greater diversity, but we have a long way to go.” -Carol Borghesi Click to Tweet
“Customer Experience is a team sport.” -Carol Borghesi Click to Tweet
“Whatever you can do or dream you can, begin it. Boldness has genius, power and magic in it! –Goethe Click to Tweet
“I continue to learn now at a greater pace than I ever did in my career.” -Carol Borghesi Click to Tweet
“I have dipped in and out of believing my own press.” -Carol Borghesi Click to Tweet
“It’s not okay to be right if you’re all by yourself.” -Carol Borghesi Click to Tweet
“Customer Service is the drip tray of the organization.” -Carol Borghesi Click to Tweet
“Nobody is exempt from the team sport of customer experience.” -Carol Borghesi Click to Tweet
“Individual responsibility is what builds the company responsibility.” -Carol Borghesi Click to Tweet
“Bring more of who you are to your work.” -Carol Borghesi Click to Tweet
“Armed with data, I would then go talk to everybody.”-Carol Borghesi Click to Tweet
“What people tell you that they do and what they actually do can often be different.” -Carol Borghesi Click to Tweet
Hump to Get Over
Carol was the head of Customer Experience for a large telecommunications company with an enterprise change issue. Sitting in customer service she was in a position that had no seat at the table. After several attempts and years Carol finally got it. Customer experience, which includes customer service is a team sport and nobody is exempt from playing. That’s when she got traction. Listen to the show to find out how Carol learned how to become a path paver and catalyst for organizational change, so you can become one faster.
There is no darn way a company could be filled with such customer oriented executives and not be customer focused.
Best Leadership Advice Received
Bring more of yourself to work.
Secret to Success
Voracious and eclectic reader. “I read economics book for pleasure.”
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