Steve Marshall

Steve Marshall is a dedicated professional with a passion for enhancing digital capabilities to elevate customer experiences. With several years of experience in delivering various contact center, web, mobile, live chat, and social applications, he has played a pivotal role in transforming a FTSE 100 company into a multi-channel operation. Currently, he serves as the leader of Aviva's social media team, overseeing the voice of the customer reporting program and managing a diverse book of small changes for a large contact center. Steve's expertise in social media is exemplified by his achievements, including creating customer service channels, establishing crisis management processes, developing service recovery models, implementing social media listening platforms, and fostering collaboration within the supply chain.