Articles by Alex Loach

As Head of Customer Services at Serif (Europe) Ltd the role sees me responsible for overseeing all service, support and fulfillment functions including providing insight and recommendations on how to improve other functions within the company to enhance overall customer experience. With over ten years experience largely within an extremely fast growing call-centre environment I have worked within sales teams, data analysis, quality assurance, warehouse functions, as well as customer service and technical support departments. Over this time, I have always had a real passion for studying and putting into practice the concept of customer management, and especially with regards to consumer spending, customer centric approaches, quality, measurement and future regulations. However this then expanded to also looking at how this can be used to keep customer engagement up to date as well as CRM and data usage, all of which ties back into branding, strategy, digital marketing and of course the customer journey.