Confirmit CX Expert Series: Andy Dingwall - Kingfisher

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio


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 Confirmit to build a flexible solution that exactly meets the needs of the business.

Check 2019 ACE Awards Book to find out the secrets behind the world's leading Customer Experience and Voice of the Customer programs. 

The 2019 ACE Award Winners’ Showcase celebrates the success stories from companies who accomplish outstanding achievement in Customer Experience. The companies featured in the book are using the Voice of the Customer to make better business decisions that deliver better business outcomes; increased revenue, reduced costs, and company-wide culture change. GSK, LexisNexis, Mars Inc., Wyndham Destinations Asia Pacific and Virgin Money are just a few of the award-winning case studies that will inspire you to turn customer experience into a serious force for business change.

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