Join Us After The Conference For An In-Depth Practical Day On Winning Employee Engagement For Exceptional Customer Experiences: Drive A Culture Of Engaged, Motivated & Customer-Focused Staff & Leaders For Exceptional Customer Experiences Across Your Organisation
A Separately- Bookable, Post-Conference Workshop Day, 26th February 2020, Central London.
09.00 GIC Welcome & Chairs’ Opening Remarks
Sandra Fazackerley
Director of Customer Experience
Formerly O2 (Telefónica UK)
09.10 Meet & Greet
Get to know your fellow delegates – what are you hoping to get out of today’s sessions?
Customer-Centric Cultures
09.20 Create A Culture Of Engaged, Motivated & Customer-Focused Staff & Leaders For Exceptional Customer Experiences Across Your Organisation
- Being customer-focused - it’s a buzzword! How can you truly bring this to life and include the customer in each and every strategic decision you make?
- Overcome internal barriers and communicate your message effectively to drive people throughout the whole business towards customer-focused culture change
- Engage employees during change and keep them aware of the commercial benefits of being customer-focused for long-term customer experience improvements
Sue Cashmore-Thorley
Head of Customer Experience, Vehicle Solutions
Hitachi Capital (UK) PLC
Employee Engagement
09.50 Happy Employees = Happy Customer! Ensure Your Front-Line Staff Are Satisfied To Continue Providing Enthusiastic, Efficient & Effective Customer Service
- We know employee attrition affects the customer – so how do you keep your staff happy in order to continuously provide the best customer experience?
- Trusting colleagues to make the right decisions for customers: giving customer-facing employees the agency to go above and beyond!
- The days of flexible working are here! Treat your staff with an agile mindset – from hours to working location, can we build flexibility into our workplace?
Colin Christie
Head of People Services
Northumbria Police
10.20 Morning Refreshment Break With Informal Networking
10.50 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@thecustomerconference.com
Winning Leadership Buy-In
11.20 Get Leadership On Board With A Customer-Focused Strategy For Financial Backing & Great CX
- Winning buy in throughout the organisation for a fully customer-focused organisation
- Chatbots, tools, tech, AI, webchat – these things don’t come without a price tag! Secure leadership buy-in with a clear business case for the commercial rewards of great customer experience
- Go beyond paying lip service to ignite a real passion for CX from the top to create customer champions who support new processes and improvements
Would you like to join the speaker line-up? Please email info@thecustomerconference.com for more information.
Employee Experience
11.50 Harness 360⁰ Insights Into People’s Drivers, Behaviours & Values To Inform Employee Strategies, Enhance Experiences & Further Benefit The Business
- See the person behind the label: data-led strategies to develop human-centric customer and employee engagement approaches which address the individual
- Reposition the business view to consider the employee your #1 customer
- Not separate disciplines! Avoid siloed working to marry learnings and translate successes from one department to the other
Varun Nagalia
Senior Manager Digital Employee Experience
Unilever
12.20 Lunch For Delegates, Partners & Speakers
13.20 Chairs’ Afternoon Remarks
Sandra Fazackerley
Director of Customer Experience
O2 (Telefónica UK)
Customer-Led Organisational Design
13.30 Create & Realistically Implement Organisational Design Improvements With A Genuine Customer-Centric Approach For A Truly Customer-Focused Business
- Evaluating the customer journey, the experience and touchpoints to review organisational design and assess how it could be improved with the customer it’s the heart
- Cutting waste, reducing frustrations, improving service… without compromising on results
- The right people for the right experience: recruit and train the best talent for your CX team
- Demonstrate the commercial benefits of designing your organisation around the customer to gain leadership and financial backing
Would you like to join the speaker line-up? Please email info@thecustomerconference.com for more information.
CASE STUDY
13.45 Case Study From Sky Betting & Gaming
Amanda Bellwood, Head of People Experience, Sky Betting & Gaming
Annie Organ, Head of People Experience, Sky Betting & Gaming
Measurement
14.00 Demonstrate The Tangible Impact Of Employee Engagement Investment
- The age-old question – how do you actually quantify something as intangible as a good customer experience? Does NPS shed accurate light on your actual performance?
- How customer-centric actually are you? What are the most practical yet effective methods to collect data on employee experience to inform your people strategy?
- Quantify a tangible link between training, developing and trusting employees and an uplift in end-customer engagement
Kinga Harsanyi-Kanbar, Digital Customer Experience Manager, Sky
14.30 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@thecustomerconference.com
15.00 Afternoon Refreshment Break With Informal Networking
Rewards, Recognition & Retention
15.30 Reduce Turnover By Recognising & Rewarding Employees With Effective Incentives & Development Strategies
- Implement innovative engagement, talent and L&D programmes to upskill and develop existing team members for reduced employee turnover
- How can you incentivise and motivate your staff where their driver doesn’t come from within?
- Not just money on the table! As employee values evolve, what do businesses need to do to demonstrate rewards and recognition?
Would you like to join the speaker line-up? Please email info@thecustomerconference.com for more information.
Action Employee Insights To Drive CX
16.00 Experience-Sharing: How Have You Successfully Improved CX With Front-Line Employee Feedback?
- What does it take to create a feedback culture where grassroots employees feel empowered to share suggestions for improvement?
- Overcome internal hurdles to translate front-line staff insights and experiences into actionable change which improves the customer experience
- What have the results been?
Practical Takeaways
16.30 Reflection & Breakout Group Discussions
Reflect on the day’s sessions with your peers: what key tools are you looking to explore further to advance your employee engagement strategy?