When Japanese food and beverage giant Suntory acquired the Lucozade and Ribena soft drink brands from GlaxoSmithKline (GSK) it created a new business: Lucozade Ribena Suntory Ltd. Keen to minimise disruption and maintain service to customers in 31 markets worldwide, it had to lift and shift as many operations as possible. One such challenge fell to consumer care manager Michelle Soester , who supervised the GSK customer contact centre w

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