We are excited to announce the promotion of one of our longest-standing employees to Head of Customer Experience.
Greg Young steps into the newly created role as a result of the company’s increasing customer base and commitment to providing market-leading proactive and reactive user support.
The move follows Infigo’s recent adoption of a new company-wide operating system, which saw Alex Bowell promoted to Managing Director, with company founder, Douglas Gibson, continuing his role as CEO.
A decade of Infigo experience
As Head of Customer Experience, Greg is responsible for Customer Support, Customer Success, and Training. These are all functions he has helped create and had “hands on” experience of during his decade on the Infigo team.
Greg said, “It really is an honour to take on this new role, having seen the incredible growth Infigo has achieved in the 10 years I’ve been here. We’ve achieved that by focusing on our customers’ needs and ensuring they get the most out of the platform.
“With the ever-increasing customer base, we’ve obviously had to change how we provide the same level of service for more users, and I’m incredibly excited about this next stage of growth, not only for Infigo but, more importantly, our customers.”
A more holistic approach
Under the new Entrepreneurial Operating System® (EOS) structure, Greg said he’d be able to take a more holistic and agile approach to delivering customer-facing services. This includes providing both reactive and proactive support to customers.
He said, “I’m now responsible for three core business functions: Support, Success, and Training and Education, under the umbrella of Infigo Academy.
“From a customer success angle, our primary goal is to ensure the product is fully adopted. My job now is to push the customer success team to achieve that goal by getting Infigo as entrenched in organisations as possible.
“We want to ensure customers are getting the best out of the platform, not just waiting for them to come to us. We can achieve this with technology that monitors customers’ usage of the solution.
“That way we get a better feel for their day-to-day without bugging them constantly. This allows us to monitor volumes, logins, regular activity, and expansion needs, ensuring we proactively reach out when necessary.”
Strengthened support and user networking
Greg said that the new business structure will also enable the Customer Support team to take a more strategic approach.
He says: “The restructuring is not about changing the day-to-day operations of the support team, who have to date achieved an incredible 98.1% satisfaction rating for 2024, but about allowing us to think more strategically with customers, creating better content, and offering networking opportunities with other Infigo customers.”
Training on demand
Another priority will be increasing the adoption of the Infigo Academy, which Sam Webster runs. This function has proved incredibly popular with new customers. However, Greg believes this is a free resource that longer-term customers could and should benefit from.
He says: “Our data shows newer customers are more responsive to this information than legacy customers. Our plan is to bridge that gap, ensuring long-term customers also benefit from the new technology and functionality we introduce to the platform.
“We want everyone to make use of the new technology as it becomes available and to be frank, I know there are customers that could be reducing production costs and generating more revenue by using some of the features we’ve introduced over the last few years.”
Working in partnership
Ultimately, Greg said it was his goal for Infigo to maintain its standard of being partners, rather than providers, to its customers. As well as using a range of technology to achieve this, Greg plans to grow the Customer Success team and visit more customers.
He said: “We plan to bring in a dedicated customer success person early in 2025, allowing me to focus more on strategic relationships with executive sponsors within organisations. This will help drive the implementation forward and adopt the platform more into their businesses.”
From customer to Head of Customer Experience
What is perhaps most inspiring about Greg’s Infigo journey is that he was once an Infigo user himself.
At the time, as a recently graduated graphic designer, Greg was given responsibility for managing the platform by his new employer.
He said, “I had no idea what web-to-print was, but it sounded like something I could take ownership of, and I did! I used the platform for nearly three years with some high-profile brands before joining Infigo in 2014.”
Greg says this experience has enabled him to quickly build rapport with Infigo’s users and understand exactly what they want to achieve.
He says: “My journey makes them more at ease because I’ve experienced the journey that they are about to embark on. I suppose it’s a bit of a fairy tale in a way, as I’ve gone from being one of the earliest Infigo customers, maybe number five or six, to now being the head of the entire customer operation.”
So, please join us in congratulating Greg in his new role, after 10+ successful years with the business!
