GET TO KNOW...
On the lighter side of things, we ask the
industry experts what makes them tick. . . .
James Hickman,
Chief Customer Officer at Altron Karabina
W
What would you describe as your
most memorable achievement?
Being recognised by a mentor and a man
I respect hugely with the MDs award. This
followed a year of hard work, rebuilding
a team and a region. The business results
were in line with expectations but what was
recognised was the work that went into
achieving the results and the way the
team executed.
What first made you think of a
career in technology?
My passion for creating an amazing
customer experience started when I worked
as a waiter after leaving school. I must have
been doing something right as one of my
regulars invited me for an interview at their
computer business, setting in motion the
events that have led me to this point. And
with the nature of customer experience
evolving faster than ever, I could not be
happier with what I am doing now.
I fail at my job, I impact everyone’s lives
and that is something I take personally.
While many view sales as a high-risk
“
FOR ME, A
LEADER’S ROLE
IS ALL ABOUT
CREATING
CLARITY AND
BUILDING
ENERGY.
environment, I believe that if you focus on
your customers’ success, build a passionate
team of people and use the data at your
disposal, you remove that uncertainty and
create longevity which does not come just by
focusing on the numbers.
What style of management
philosophy do you employ with
your current position?
For me, a leader’s role is all about creating
clarity and building energy. If a person is
not seen as someone who has a clear plan,
knows where they are taking the business
and believes in what they do or are apathetic,
then nobody will be keen to follow them.
I’m truly passionate about developing
people. There are few things more rewarding
than when you see someone you have been
In a traditional business, I would be
considered as Head of Sales but at Altron
Karabina we are fixated about providing the
best customer experience that results in long
term customer partnerships and as such a
positive revenue stream. Having revenue as
an outcome of customer fixation is what it is
all about, not the other way around.
I feel a deep responsibility to help ensure
the success of the business. Ultimately, if
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