Kelly Tolan

Kelly is responsible for the Retail Customer Experience at Virgin Media. Over 11 years Kelly and her team have completely transformed the way that the company handles customer interactions. Kelly believes that building a great retail experience comes from delivering a first class service at each and every touch point. Kelly was responsible for developing a ‘Retail Sales Application’ used by all 500 staff across Virgin’s network of 80 stores; accessed via an iPad. The application takes the customer on a journey, facilitating a conversation, understanding their needs, recommending the most appropriate solutions then linking to Virgin’s online systems to directly process the sale. It powers a lead management and analytical database, providing Virgin with a clear insight into each stage of Customer Interaction. Kelly will be using her vast experience to deliberate how to revolutionise the consumers; mCommerce experience.