The rise of customer experience in the social care sector

As the Chief Experience Officer at Rooted Health and Social Care Ltd, I lead the organisation towards creating a customer-centric approach to service delivery while ensuring that our client’s needs are met efficiently and effectively. My position requires overseeing all aspects of the client’s experience, from initial contact to post-service follow-up.

My primary responsibility as the Chief Experience Officer is to promote and uphold the company’s mission to provide top-notch care to those in need. Through my role, I strive to create an environment where our clients feel heard, understand their options and have a seamless experience coordinating their care with Rooted Home Care. I also work closely with internal teams to ensure our service users receive quality care that meets their needs.

One of the critical strategies for success as Chief Experience Officer at Rooted Home Care is to understand the customer journey and effectively map out their needs at every touchpoint. I ensure that all Rooted Home Care employees are fully committed to providing excellent customer service and receive appropriate training.

A key component of my role is to oversee the development and implementation of programmes to improve customer experience. This may involve reviewing existing onboarding processes, identifying issues and inefficiencies, and implementing solutions that foster trust and respect between our clients and their caregivers.

Beyond improving the experience for our clients, my role also involves driving growth through positive experiences. I work to identify opportunities where Rooted Home Care can help improve the well-being of our clients and create opportunities for expansion through referrals and positive reviews.

As the Chief Experience Officer at Rooted Home Care, I aim to ensure our clients receive world-class service. I am committed to upholding and safeguarding the values and principles that make Rooted Home Care a trusted and reputable provider of home care services. Together with my team, we strive to fulfil the needs of our clients while providing compassionate care and support that surpasses expectations.