Speakers
Jo Challoner
Case Study
A journey through the efforts of an unconventional team to bring order and clarity to communications from inception to publication. We will primarily cover the roll-out of a single, bespoke communications platform that both plugged gaps and replaced the obsolete, and we’ll weigh that against the challenges of a large and complex audience base of over 20,000 people: from Retail teams to Field technicians, Call Centre agents to support staff, both in the UK and abroad. In addition, we’ll touch on our ongoing efforts to innovate our output, systems and processes in our newly converged world.
Three takeaways from the session:
Aimed at the following practitioner levels:
Jo started at O2 in a frontline call centre role whilst at university; it was a temporary job that’s lasted almost 26 years, and she’s not offended to be called a ‘lifer’. From frontline to managing teams, it was a leap of faith that resulted in her move to a Head of Operational Support role balancing Corporate Social Responsibility, Employee Engagement & Communications for call centres. Various iterations of that role lead to a move to the Virgin Media O2 Communications Team in 2021 focussing solely on operational communications but for a much wider and diverse audience.
With over 15 years of Retail management experience across a number of major brands, James joined O2 in 2016 and held roles in process improvement and operations before taking over the Communications Team within the newly converged VirginMediaO2 just over 3 years ago - during which time it's size and scope has significantly increased. Based in East London, his passion for the written word extends to a book collection decades in the making, and an abject refusal to countenance e-books.