Learn how Fortnum & Mason transformed their CX by turning trust into their most valuable currency; centralising feedback, empowering agents with AI and revolutionising service delivery with Zendesk and Trustpilot integration.
Hear them explain the framework that saw their Trustpilot rating soar from 1.8 to 4.3.
Rhon Floyd, Head of Customer Experience, Fortnum & Mason
With over a decade of experience in customer service and CX leadership, Rhon Floyd has been pivotal in evolving Fortnum & Mason’s approach to customer trust and loyalty. Known for championing omnichannel strategies and integrating AI-powered tools, Rhon drives innovation that balances technology with the human touch to deliver exceptional customer experiences.
