Portsmouth Water appoints customer experience specialist

Portsmouth Water has appointed leading customer experience specialist Matthew Hamilton as its chief customer officer. He was previously head of customer operations for Three UK and has an “outstanding track record with more than 13 years’ experience in the telecoms sector”, the company said.

As well as successfully delivering the customer experience strategy for Three UK’s 5G launch, Hamilton restructured the Three UK commercial agreement with a contact centre partner, which delivered £9 million savings over the term of the three-year contract.

He was assigned as the business sponsor for a customer migration project to upgrade existing customer packages resulting in a £2.1m increase in annual revenue. Hamilton also has an impressive reputation for developing long-term customer strategies. At Three UK, he delivered the three-year strategic plan for customer experience covering future technologies and digital trends in customer interaction preferences.

Hamilton will work closely with Portsmouth Water’s executive team, including CEO Bob Taylor, to drive forward key initiatives and enhance the company’s already excellent reputation for customer service.

Taylor commented: “We are delighted to appoint Matthew to the role of chief customer officer. He is a prominent figure in the customer experience sector and has an outstanding track record of building positive and effective customer relationships. With more than 13 years’ experience and a remarkable reputation for delivering long-term customer strategies, he is the ideal candidate to shape the future of customer services at Portsmouth Water.”