20 - 21 June, 2017
London, UK

Conference Day Two - Wednesday 21st June 2017

9:00 am - 9:25 am Registration and networking coffee

9:25 am - 9:30 am Chairperson's welcome to day 2

9:30 am - 10:10 am Developing a compelling customer proposition designed to engage

Jenny Burns - Director of Brand and Customer Experience, Just.
  • Creating a modern and fresh beacon brand which inspires customer loyalty
  • Putting the human touch back into insurance
  • Launching The Tonic and seeing 2.5 million impressions within 10 days

Jenny Burns

Director of Brand and Customer Experience

10:10 am - 10:50 am Customer-centric process efficiency

Sven Schultheiss - Head of Customer Centricity & Quality Management,
  • Systematically reviewing customer centricity in customer operations on a strategic and operational level
  • Finding the balance between customer experience and efficiency  
  • Optimising operations with the customer in mind
  • Driving process innovation and continuous improvement
  • Maintaining employee engagement during major organizational change

Sven Schultheiss

Head of Customer Centricity & Quality Management

10:50 am - 11:20 am Morning coffee and networking

11:20 am - 12:00 pm Tech demo drives

A series of short snappy demonstrations of the latest technology and software on the market to help improve customer experience

12:00 pm - 12:40 pm Panel discussion: Driving customer-centric business transformation

Giulia Ajello - Senior Development Strategy Manager, Prudential
  • How to design end-to-end customer centric change?
  • How to use customer insight as part of the service design proposition?
  • How to engage key stakeholders and change agents?

Giulia Ajello

Senior Development Strategy Manager

12:40 pm - 1:20 pm Driving better customer experience through employee engagement

Natacha Moinard - Head of Customer Care, Swiss Life
  • How an 89% engagement rate was achieved in just 18 months and the impact it had on customer experience
  • Fostering a proactive culture of feedback and communication to improve customer satisfaction
  • Combatting staff insecurity in an era of digital and automation
  • Setting clear competencies for front line staff to improve engagement

Natacha Moinard

Head of Customer Care
Swiss Life

1:20 pm - 2:20 pm Lunch

2:20 pm - 3:00 pm Turning insight into action: Tracking and measuring your customer experience

David Nottingham - Head of Customer Propositions, Wesleyan Assurance Society
  • Using customer journey mapping to capture an accurate Voice of the Customer
  • Demonstrating the business worth of customer experience projects
  • Utilising metrics to benchmark and improve your customer experience
  • Re-engineering processes with the voice of the customer in mind
  • Overcoming organisational silos when collecting customer insight

David Nottingham

Head of Customer Propositions
Wesleyan Assurance Society

3:00 pm - 3:40 pm Providing an unrivalled claims experience

Agnieszka Tober-Buszman - Head of Customer Operations, AXA
  • Achieving customer satisfaction during the most visible process
  • Delivering on the promise made to customers during the claims process
  • Achieving speed of settlement to reduce customer frustration
  • Improving process transparency to avoid customer confusion and build trust

Agnieszka Tober-Buszman

Head of Customer Operations

3:40 pm - 4:00 pm Afternoon tea and end of main conference

4:00 pm - 5:15 pm Exclusive Workshop: Driving customer-led innovation in your organisation: A practical approach for success

Denise McQuaid - Director of Innovation, Comotion
Paul Allen - Director, Comotion
What will you learn?
Denise McQuaid and Paul Allen from Comotion will work with us in
this session to walk through the practical and pragmatic elements
to driving customer-led innovation within an organisation. From
managing the dreaded c-suite level question (“shall we do some
innovation?”) to how to execute the right steps to innovate, Denise
and Paul will bring a tried and tested methodology using real
life examples and stories, and discussions within the room. With
their work across numerous sectors they will draw on countless
experiences, across both the UK and further afield, to get to the core
of how to execute end-to-end innovation in a business, and how to
engage everyone in it. This will be a not to be missed session.

Denise McQuaid

Director of Innovation

Paul Allen