Maltese cable operator Melita has named Graziella Costa as its new head of customer experience. Costa will be tasked with continuously improving the experience of existing and potential customers.
Costa was previously head of projects at Melita. The operator said that her appointment comes after a period Wien it has invested heavily in new processes and training to improve customer experience.
The company has seen growing use of digital channels by customers wishing to contact it, with 60% of all customer contacts now originating through these channels.
Costa said, “In recent years there have been a lot of changes at Melita. During this time, I’ve been privileged to work across a number of departments, including sales, finance and human resources, before focussing on process improvement. As the way people interact with Melita continues to change dramatically, particularly with the growth of digital channels, we have worked hard to improve our customers’ experience. I’m determined, together with my excellent team, to continue to deliver further improvements across all channels.”
Harald Rösch, CEO at Melita, said, “There are few people who know Melita, and our customers, as well as Graziella. Having played a crucial role in helping us to significantly improve our customer experience in recent years, I am confident that, together with her team, she is best placed to deliver further improvements which meet, and exceed, our customers’ expectations.”
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