Published 23/09/2026
Making wienerberger easier to do business with
When customers are managing tight deadlines, the last thing they need is uncertainty. A delayed update, an unanswered question or conflicting information can quickly create frustration and undermine trust. That is why wienerberger is continually looking for ways to make every interaction clearer, simpler and more consistent.
Making every interaction count
For Charlotte Hockney, Customer Experience Strategy Lead at wienerberger UK & Ireland, great customer experience starts with listening, understanding what customers need, building trusted relationships and continually finding ways to make doing business with us easier. Speaking about how her team supports customers throughout their journey, Charlotte comments:
“We prioritise clear and proactive communication, making sure customers are kept informed along their journey. Whether it’s providing updates on orders, lead times or resolving queries, we aim to be transparent and responsive, so customers never feel left in the dark throughout their journey.
“We also emphasise ownership within our team. Our advisors take responsibility for queries from start to finish, creating a more seamless experience and building trust, while also focusing on consistency and accuracy. There’s still a huge amount of opportunity to enhance how we interact with customers and streamline our processes. This is why we are constantly equipping the team with the right digital tools, information, and data, to further reduce risk of conflicting messages, repeat enquiries, and improve first-contact resolution to ensure customers receive reliable, high-quality support when they interact with us.”
Personal relationships in an increasingly digital world
Digital tools can make everyday interactions simpler, offering speed and convenience. However, Charlotte believes the best customer experiences are built on trusted relationships with real people.
“Customers value consistency in who they speak to rather than being treated as just another transaction. They also want the reassurance and expertise that comes with speaking to someone, while also expecting quick, accessible information and efficient processes that comes with digital assistance. So, we strive to strike a balance between human and digital interaction with customers.
Since joining wienerberger in November 2019 as Lead Digital Marketing Manager, Charlotte’s role has evolved alongside her focus on connecting customers with the business, developing customer-led strategies and building strong teams.
“I’ve been at wienerberger for almost seven years now, and it’s been a really rewarding journey. I started with leading the digital marketing function and over time I had the opportunity to grow the team and expand our focus into more technical, digital and customer-focused initiatives. I later moved to the role of Customer Experience Manager and now I’m on my third role, leading Customer Experience Strategy.
“What really inspired me to join, and what’s kept me here, is the opportunity to continuously develop, take on new challenges and influence how we engage with our customers. I’ve been given a great level of trust and flexibility from leadership to drive change, which has allowed me to explore new ideas and continuously improve our overall customer journey.”
Charlotte’s move from marketing into customer experience has also shaped how she thinks about delivering change.
“Earlier in my career, I focused heavily on execution and producing high-quality work, but along the way I’ve learned that the real impact comes from how effectively you bring people with you, creating space for collaboration and challenge. I’ve also been very fortunate to work with supportive managers and senior leaders who consistently made time to listen to new ideas, provide honest feedback and offer guidance on both projects and strategic direction. That experience has reinforced the value of creating an open, collaborative environment where people are empowered to contribute their best work.”
Reflecting on some of the achievements she is most proud of, Charlotte comments:
“A proud achievement for me has been the opportunity to work closely with some of our key customers, to build stronger, more personalised relationships with their Customer Experience teams and better understand their needs and how we can make it easier for them to do business with us. Having conversations with them has helped us identify challenges and turn them into opportunities to improve how we do business with them.”
For Charlotte, a great customer experience goes beyond a single interaction. From clear product information to more efficient processes, every improvement is an opportunity to make things easier for customers, strengthen relationships and ensure wienerberger continues to be a trusted partner in their journey to building for what's next.
