Mark Billingham

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Mark Billingham

Group Customer Care & CX Director

Mark currently works at The Very Group, the UK’s largest integrated online retailer and financial services business which owns and He has had a varied career spanning 15+ years across Operational Management, Transformation, and Customer Experience. In both 2018 and 2019 the Very Group (Shop Direct), under Mark’s leadership, were recognized as industry-leading at the European Call Centre awards for their Customer transformation programs. Previously, Mark has been responsible for major customer changes at British Gas and Vodafone, most notably as Customer Experience Director at Vodafone, improving TNPS by 70 points, first contact resolution by 20% points, reducing complaints by 60%, and driving a 40% reduction in call volume. While at Vodafone Mark also led the implementation of AI (Tobi) and the growth of Digital Customer Service through webchat and messaging which now makes up over 40% of overall service.

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ID Event Name Duration Start Date
CCW Europe 2021 0 Hours October 26, 2021