FUTURE-PROOFING YOUR CUSTOMER EXPERIENCE

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1 FUTURE-PROOFING YOUR CUSTOMER EXPERIENCE 15th annual Customer Experience 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 Experience 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 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.