At ArvatoConnect, we believe exceptional customer experience is built on strong relationships, trust, and a genuine understanding of customer needs. In our CX – Connection Experts series, we shine a light on the people who bring this to life every day by going above and beyond for our customers. This time, we’re proud to introduce Josh Lewis, a Senior Project Manager who truly embodies what it means to be a Connection Expert.
Josh’s approach to customer experience is grounded in empathy, collaboration, and accountability. Whether translating complex requirements into clear, actionable solutions or navigating time-critical challenges driven by legislative change, he consistently puts the customer at the centre of every decision. His proactive communication, ability to remove blockers, and commitment to delivering outcomes – often under pressure – have made a meaningful difference to customers and strengthened long-term partnerships.
Q: What do you enjoy most about connecting with customers in your role?
Josh: What I enjoy most about connecting with customers is the opportunity to build positive working relationships and truly understand their goals. It’s rewarding to translate their requirements into actionable solutions that deliver real value. I also appreciate the collaborative aspect – working together to overcome challenges and seeing the positive impact our projects have on their business.
Q: Can you share an example of a time you made a meaningful difference for a customer?
Josh: One instance that stands out was when a client faced a time-critical business requirement due to a recent legislation change. Their success depended on maturing a requirement and progressing a project through delivery in a short period of time. I immediately assessed the situation with the delivery areas; we prioritised tasks and coordinated with internal teams and suppliers to expedite production and delivery. By streamlining approvals and removing bottlenecks, we delivered ahead of schedule – helping the customer to operate in line with legislation and avoid significant revenue loss. The customer expressed how much they valued our responsiveness and commitment, which strengthened our partnership.
Q: What strategies or habits help you maintain a consistently high level of customer service?
Josh: Effective customer service is important within Project Management. Some strategies I adopt within my approach to enhance customer service include:
- Proactive communication: Regular updates on project progress, risks, and milestones, as well as anticipating questions before they arise and providing clarity upfront.
- Active Listening: Truly understanding the customer’s priorities. Asking the right questions to clarify requirements.
- Setting Clear Expectations: Defining scope, timelines, and deliverables early. Avoiding surprises by aligning on what success looks like.
- Building Strong Relationships: Treating customers as partners, not just stakeholders. Showing empathy and flexibility when challenges occur.
Q: How do you stay empathetic and customer-focused, even in challenging situations?
Josh: I stay empathetic and customer-focused by actively listening and putting myself in the customer’s shoes, especially during challenging situations. I make sure to acknowledge their concerns and validate their priorities before jumping into solutions. Transparency is key – I communicate openly about constraints and options, so they feel informed and involved.
Q: What role do collaboration and teamwork play in delivering great customer experiences?
Josh: Collaboration and teamwork are essential to delivering great customer experiences. As a senior project manager, I see my role as a connector, bringing together cross-functional teams to align on the customer’s goals. When teams share knowledge and work collaboratively, we can anticipate challenges, innovate solutions, and respond quickly to changing needs.
Q: What advice would you give to others looking to excel in customer experience roles?
Josh: My advice for anyone looking to excel in customer experience roles is to focus on three key areas:
- Listen first, Act second: Truly understand the customer’s needs before proposing solutions. Empathy and active listening build trust and help you deliver what really matters to the client.
- Communicate proactively: Keep customers informed at every stage – positives, negatives, and everything in between. Transparency creates confidence and strengthens relationships.
- Own the outcome: Take accountability for the customer’s success, whether that means removing roadblocks, expediting a delivery, or finding creative solutions.
Q: In your opinion, what makes someone a true Connection Expert?
Josh: A true Connection Expert is someone who goes beyond standard interactions and builds genuine, trust-based working relationships. They:
- Listen: They don’t just hear words; they understand requirements, priorities, and the bigger picture behind customer needs.
- Communicate with clarity and empathy : They make complex information simple and ensure customers feel valued and understood.
- Show consistency and reliability : They deliver on promises and maintain transparency, even when challenges arise.
As our CX – Connection Experts series continues, we’re excited to share more stories like Josh’s, showcasing how strong collaboration, transparency, and ownership drive exceptional customer experiences at ArvatoConnect. Stay tuned for more insights from the people who turn genuine connections into lasting value.
