Agenda Day 2

9:30 am - 10:00 am Bringing the CX Journey Together at LEGO: Working from the Goal Backwards to Determine the Key Ingredients that Will Make True CX Happen

Peter Evans - Director of Service and Performance Management, Lego

Learn the importance of breaking down every element of your CX strategy to ensure customer experience becomes the heart of your company mandate.


Lego’s Director of Service and Performance Management, Peter Evans, will delve into how his department created a strategy within their shared service department to ensure each area of the organisation were able to execute the same brand voice across all divisions – including finance!

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Peter Evans

Director of Service and Performance Management
Lego

10:00 am - 10:30 am Employee Experience and Continuous Development Programs: Keeping Your Teams Engaged in a Constantly Disrupted Environment

Kylie Lewis - Head of Experience Design, Customer Transformation, Bupa
Tim Buzza - Head of Workplace Innovation, IAG
Critobal de la Rubia Pena - Marketing Director, Revlon

With contact centres notorious for their high turnover rates, agent engagement has become critical to ensuring training and investment strategies are put to good use. One way these organisations can work to engage their team members and bring interest to the overall centre is through mentorship programs and the overall employee experience.

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Kylie Lewis

Head of Experience Design, Customer Transformation
Bupa

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Tim Buzza

Head of Workplace Innovation
IAG

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Critobal de la Rubia Pena

Marketing Director
Revlon

10:30 am - 11:00 am Is CX and Design Thinking Rocket Science? At NASA’s Jet Propulsion Laboratory, The Answer is Yes!

Krys Blackwood - Lead UX Researcher and Designer, NASA

Through the art of design thinking, what was once a robot mission has now become a full-fledged human-centred design project. This session will look at how, as technology evolves, the need to design systems around both the user-operator and everyday people has become more important.


With their on-site engineers considered the customer, and robots the product, Krys Blackwood, Senior Lead User Experience Designer at NASA JPL, will present how

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Krys Blackwood

Lead UX Researcher and Designer
NASA

11:00 am - 11:30 am Attract and Hire: Reinventing Perception and Recruitment within your Organisation to Build New Career Paths

Michael Dyson - Head of Service Design, NBN Co
Lyndon Summer - Product Owner, Open Universities

This expert panel will discuss how each of them are redefining the way they recruit for their contact centres. With increasing competition and demand to ensure each customer interaction has value, recruiting the right person is critical for the future of the department.


Learn new ways to build resilience capabilities and emotional fitness testing to improve the hiring process. It is through this leaders can identify the social and risk factors behind each new starter for ongoing training support.

Michael Dyson

Head of Service Design
NBN Co

Lyndon Summer

Product Owner
Open Universities