In the latest instalment of our contact centre executive interview series, we sat down with Harriet Treadwell, Head of Customer Love at Butternut Box, to talk about her company’s approach to CX, industry opportunities, challenges and career…

Tell us a little bit about yourself and your career to-date.

I head up the amazingly dedicated Customer Love team at Butternut Box, striving for better for every customer and employee experience. Regularly sharing insight with industry leaders on our unique offering, and demonstrating our exceptional customer journeys with outstanding NPS, Google and Trustpilot reviews.

Operating always with genuine care to go over and above, being open and transparent across every interaction, and knowing that our whole Customer Love team does everything for the love of dogs is what keeps me motivated and enjoy every day at Butternut Box.

I’ve worked my way up in many customer facing roles, from cabin crew to property management – but I’ve always been passionate about developing a team of people, and firmly believe that great team engagement and experience in the workplace makes the customer journey exceptional.

What do you believe are the biggest challenges facing the industry at present?

A new generation of workforce who have grown up with digital platforms – this means they really find it challenging to speak to the older generation on the phone. This instills a fear factor of being taken outside their comfort zone, and in a world where wellness is key, what can we do to combat this?

If you had not taken your current career path, what do you believe you would be doing now?

I would likely be a pilot, and probably for the Royal Navy.

What has helped you get to where you are now, and what advice would you say to others who want to go in the same direction?

Push yourself far and wide outside what you think you can achieve. Two years ago, speaking in front of a crowd would scare me, and I wouldn’t think that what I had to say was valuable. In fact, all of our experiences present value in different ways to different people and it’s important that you know your worth – otherwise who’s going to be there to speak up for your team in critical business decisions?

What do you believe are the benefits of attending the Contact Centre & Customer Services Summit?

Seeing how companies have scaled and operate with a large team.

Tell us an interesting or funny fact about yourself?

I once went on ITV’s The Chase.

What is your go-to party anthem?

AC/DC – Thunderstruck

If you could have any superpower, what would it be and why?

I’d know what others were thinking, so I could make better life choices!