A digital transformation case study
Paul Stevenson, head of business marketing operations at O2 UK
Having seen the benefits of O2’s strong B2C digital offering, Paul was galvanised into making significant improvements to the digital experience of its B2B customers.
In doing so, Paul and his team delivered:
An 800% increase in its sales pipeline
£20m sales pipeline from social channels
97% of contacts are reachable
£1.2m savings in agency fees
Paul stressed the importance of knowing both your numbers and your story. Only by doing so can you influence those around you and build momentum in the change programme.
What Paul learned as a leader
You’re the lead story-teller, so tell a strong and clear story
Don’t just manage down, but up and across – Each will need a different story
Take people with you on the journey by winning their hearts and minds
Balance the needs of the customer and the company
Empower, train and trust your staff
Balance urgency and patience – and do it with flexibility
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