FUTURE-PROOFING YOUR CUSTOMER EXPERIENCE

Transcription

1 FUTURE-PROOFING YOUR CUSTOMER EXPERIENCE 15th annual Customer Strategy Conference Wednesday 12 October LSO St Luke s, 161 Old Street, London EC1V 9NG

2 ABOUT THE CONFERENCE Two thirds of organisations have customer experience at the top of their agenda. This makes the need to find creative and innovative ways to differentiate all the more important. Our 15th Customer Strategy Conference is set to be our biggest yet. Our own experts in customer experience will be joined by TfL, E.ON and Wesleyan to share case studies and ideas on how to innovate and future-proof the customer experience. Exchange ideas with peers and experts Discover fresh and innovative customer experience ideas that work Keep customer centricity front and centre as your business evolves Bring alive survey results and use them to drive change ABOUT ORC INTERNATIONAL Through true intelligence ORC International helps the world s leaders optimise their business today, understand how they can win tomorrow, and realise the future. We are market leaders in customer experience and employee research. Our clients include hotels, restaurants, public services, financial services and IT and telecoms companies. We work with organisations to help them identify and understand their customers and focus their efforts on the areas that have the greatest impact on service delivery, thus improving business performance.

3 CONFERENCE AGENDA Registration and lunch Welcome and introductions Reinventing the digital experience to drive customer engagement Lucy Lebeter, Head of Digital Experience at E.ON and Andrew Smith, Chief Strategy Officer, Partners Andrew Aldridge E.ON is on a journey to transform the way it connects with customers. Key to this goal is a programme to redesign the digital customer experience to deliver seamless, modern and engaging interactions with customers. Since 2014, E.ON has worked with PAA, part of the Engine group, to reinvent its digital footprint. In this session E.ON and PAA will describe how they worked together to create a new digital experience that was effortless, personalised, and engaging for the customer, and more efficient for E.ON. The speakers will share their guiding principles for undergoing a successful digital transformation and outline ways to integrate initiatives in order to deliver a holistic experience Embedding Customer Voice to drive continuous improvement Chris Walker, Marketing Data and Insight Manager, Wesleyan Wesleyan provides tailored financial solutions to customers and members, notably in the medical, teaching and legal professions. In 2011, in collaboration with ORC International, the Customer Voice programme was set up to drive a more customer-centric culture. Since then, Wesleyan has worked to place customer feedback at the centre of the organisation s decision making. Chris will reveal how the programme has helped to spark new initiatives, and driven real improvements for customers. He will highlight the benefits this has brought to the business, and share his learnings on how to keep customer feedback programmes fresh and current.

4 CONFERENCE AGENDA Q & A session The future of customer insight: interactive session In a new world driven by digital overload and time-pressed stakeholders, how can we keep customer feedback fresh, front of mind and insightful? In this guided exercise, you will have the opportunity to share experiences, challenges and ideas around the table. It s a chance to network and be inspired by peers Coffee break Re-imagining the Customer Experience: how to innovate in the changing world Kevin Ford, Head of Markets & Products Research, ORC International Change is now so rapid that futureproofing customer experiences requires innovation that s right at the cutting edge of being new and radical. Customers lack the knowledge of what s possible, so simply asking them what they want often fails to drive innovation. At the same time, organisations are under pressure to create experiences which differentiate them and build closer relationships and more loyal customers. In this session Kevin will describe how innovation research can go beyond the mere invention of new things, and be used to safeguard the future of your organisation.

5 15.50 How to use a customercentric approach to service improvement Clara Barrington, Customer Experience Manager Buses Division, Transport for London TfL relies on smart research to stay on top of customer experience, but translating those insights into action is what really drives TfL s performance. In 2014, the organisation embarked on a journey of developing a customer-centric mindset in its Buses Division by bringing the customer experience to life for its employees. This work has been recognised and celebrated widely in the industry, and won the MRS/ Aura Insight Management Award. Clara will outline what it takes to change the customer experience in a complex organisation. She will explain how her team helped the organisation to identify service improvements, and build ownership for implementing those initiatives Is technology making or breaking customer insight? Kalina Janevska, Head of Customer Experience Europe, ORC International Many customer feedback programmes are now heavily automated, with technology being used to capture and analyse feedback without the need for human interaction. According to estimates, there are more than 4,000 different technology solutions aimed at helping organisations better understand and engage with customers. In this session, we ll look at how technology can empower customer feedback programmes, but we ll also question whether it is stifling insight and action. We ll share our view of how technology might be used most effectively in the future to drive deeper understanding of the customer and improve efficiency Q & A session Final thoughts Finish and drinks reception

6 THE SPEAKERS Lucy Lebeter, Head of Digital Experience, E.ON A senior marketeer with over 15 years experience spanning financial services, retail and utility industries, Lucy is currently driving the transformation of a traditional, complex organisation into a digital first, trusted energy provider. She leads a team of digital natives to deliver genuinely helpful digital experiences to encourage users to take control of their energy use through highly relevant, effortless and added value interactions. Prior to this, Lucy worked as Senior Digital Strategy Manager at Boots, the UK s leading Health and Beauty brand, defining and shaping the role for digital. She successfully launched an online loyalty programme for expectant and new parents with an app and an online community that ultimately led to a future re-positioning of the Boots website as a brand destination offering customers advice, information, tips and inspiration. Andrew Smith, Chief Strategy Officer, Partners Andrew Aldridge Andrew is responsible for driving Partners strategic offering and spearheading customer focused transformational change in client organisations. He heads a team of 12 strategists and CX experts who craft experiences that captivate audiences and change behaviour, to deliver against commercial goals. He has been the strategic force behind numerous brands re-evaluating the role of digital in their business including Zurich, ScottishPower, Toyota, RBS, Auto Trader, and most recently E.ON. Andrew also sits on the IAB Future Trends Group and mentors a number of tech start-ups. Chris Walker, Marketing Data & Insight Manager, Wesleyan Chris s early career was spent at a specialist customer experience research agency, working on feedback programmes for a number of large UK organisations across a range of sectors. Following his move to Wesleyan he looked to use a lot of the lessons and best practice learned from other programmes to create a voice of the customer agenda that enables action orientated change. Currently he heads up the team responsible for all the market, customer and competitor insight for the organisation and continues to run a feedback programme that works hard to try and put customers at the heart of the organisation.

7 Kevin Ford, Head of Markets & Products Research, ORC International Kevin works closely with key clients in the design and delivery of major projects, taking responsibility for the quality and effectiveness of the insight. A lifelong innovator in research techniques, he has led solution development and analytics at global, regional and local level in a number of research agencies, for over 30 years. This work has spanned a wide range of sectors, including FMCG, Retail, Financial Services, Telecommunications, Energy, Transport and Tourism, Social Research, Automotive, Durables, Media and Healthcare. Kevin is the author of Brands Laid Bare, published by John Wiley. He has run training courses for the Market Research Society, and presented papers at the annual conferences for ESOMAR, the MRS and the SEMO. Clara Barrington, Customer Experience Manager Buses Division, Transport for London Clara has worked across TfL since 2007, initially as the Modal Research Manager, where she was responsible for managing the research for a number of business areas across the organisation, including fares and ticketing, London Buses, community safety enforcement and policing. Now she manages the Bus Customer Experience team who are responsible for driving a number of initiatives across the business which improve both the customer and staff experience. Kalina Janevska, Head of Customer Experience Europe, ORC International Kalina joined ORC in 2013 and her expertise is in management consulting. She designs, delivers and manages projects focused on improving clients emotional customer experiences across channels to increase brand loyalty, customer recommendation, satisfaction, trust and spend. She has worked across a variety of sectors for companies such as IKEA, American Express, FedEx, Stena Line, Baloise, British Gas and Vimpelcom. Kalina s role is focused on driving thought leadership content in the customer experience space, solidifying and expanding ORC s customer strategies solutions and improving the customer experience delivered to clients. Kalina is the co-author of Achieving Customer Excellence: Lessons from a Successful Cultural Transformation in a Hospital, CRC Press, 2013.

8 EVENT DETAILS Date Wednesday 12 October 2016, Venue Directions Fee Bookings LSO St Luke s, 161 Old Street, London EC1V 9NG From Old Street tube station, take the left-hand ramp out of Subway 4 and look for the LSO St Luke s spire as you walk along Old Street past the post office. 120 (inclusive of VAT) All bookings must be made online at: Contact , seminars@orcinternational.com Confirmation of your booking will be provided immediately as the payment is taken at the same time. Bookings are non-refundable, but substitution is allowed if the original delegate is unable to attend. Please notify us of any name change before the event. Delegates who are unable to attend will still receive a copy of the conference documentation.