Conference Day Two
8:30 - 9:15 REGISTRATION AND WELCOME REFRESHMENTS
9:15 - 9:30 CHAIR’S OPENING REMARKS AND INTERACTIVE REFLECTION ON KEY LEARNINGS
9:30 - 10:00 DEVELOPING A CULTURE FOR HAPPY INTERNAL CUSTOMERS
The dream destination for Oriflame and its people is to be the number one choice for their target market. They are an entrepreneurial organisation with multi-faceted employees, which are not put into specific roles. Hear how Elena is contributing towards this by steering away from dictating career paths but instead opens up CX enhancing tools that enable to flourish dependent on their output and value which they bring to the company.
Elena AylottSenior Director of Employee Experience
10:00 - 10:30 WHAT DOES SUCCESS LOOK LIKE AND HOW DO YOU MEASURE IT?
Hear about Mark’s initiatives to create a more cohesive environment, which recognises employee and customer engagement as a two-way stream. Learn how Mark has incorporated surveys to keep both customers and employees happy. Understand how data sets are shared as a result and how this is analysed and actioned in a leadership setting.
Mark HaytonOrg Development Analytics Global Lead
10:30 - 11:00 EMPOWERING YOUR COLLEAGUES AND CUSTOMERS THROUGH THE EFFECTIVE USE OF DIGITAL TECH
Ralf is responsible for collaborating and ensuring that digital tools are being used more frequently by supporting the leadership team in ensuring they are easy to use and hassle free across a 25,000 strong, white collar workforce. Hear about Ralf’s current focus on ensuring employees increasingly take part in shaping strategy using surveys, segmented virtual working groups, workspaces and leadership committees. Discover the measurement tools Ralf will use to track adoption and productivity which will feed back into future strategies.
Ralf LarssonDirector Online Employee Engagement and Development
11:00 - 11:30 MORNING BREAK AND NETWORKING
PUTTING THEORY INTO PRACTICE TO DRIVE A COMPETITIVE ADVANTAGE11:30 - 12:00 APPLYING AN EXPERIMENTAL MINDSET TO DELIVER TRUE VALUE TO YOUR CUSTOMERS
Jonas has pioneered ways of working that now form a company-wide framework for rigorous experimentation. This formalises a way for employees to be measured against the amount of customer learning instead of prematurely scaling up invalidated ideas. This kind of customer development can be deployed throughout the customer journey and during the whole life-cycle of a business. Also understand the value of adaptability and resilience, especially in organisations doing development in very high market uncertainty. Additionally, what happens during the scale-up phase, which possibly involves post-merger integration of smaller acquisitions?
Jonas KronlundHead of Customer Development
PUTTING THEORY INTO PRACTICE TO DRIVE A COMPETITIVE ADVANTAGE12:00 - 12:30 USING A BUSINESS MINDSET AS ADVERSE TO A WORK MINDSET
Cerar previously managed the customer experience centres and was tasked with restructuring, reducing headcount, yet increasing CX. He is now working on creating a chain reaction to make the customer go through a seamless journey from content to sale. Learn how he continues to manage and execute both successfully by creating teams which break down previous company silos.
Cerar YousifHead of Customer Activation and Engagement
PUTTING THEORY INTO PRACTICE TO DRIVE A COMPETITIVE ADVANTAGE12:30 - 13:00 CREATING A FRAMEWORK FOR LARGE SCALE PROBLEM SOLVING
Jonathan is responsible for the Twitter support conduit between clients, customers and stakeholders for EMEA. Hear how Jonathan has developed a framework for problem solving through a system of “initiatives”. Understand how tasks are prioritised by impact, severity and reach using analytical data and the results seen to date.
Jonathan TaylorHead of Strategy and Innovation
DEVELOPING AN END-TO-END EXPERIENCE THAT FEELS PERSONALISED11:30 - 12:00 EMPLOYEE EXPERIENCE = CUSTOMER EXPERIENCE WHICH GENERATES REVENUE
Patrick is responsible for determining how and what can enable the best customer and employee experience. Patrick’s vision is to see more of an overlap between digital CX and EX digital implementations in addition to close collaboration with HR to embrace the corporate culture. Hear how Patrick has started this journey with the implementation of a more personalised app & website for customers in parallel with the release of a 24/7 chat-bot for employees. Discuss his challenges of choosing a platform personalised to the local language, views on outsourcing and the importance of standardised programmes for all employees.
Patrik EtelavuoriDigital Transformation Lead
DEVELOPING AN END-TO-END EXPERIENCE THAT FEELS PERSONALISED12:00 - 13:00 SCANDIC HOTELS: THE EMPOWERING JOURNEY
Scandic Hotels have launched a new social learning platform in order to meet the changing needs of employees. Fuse is where all 18,000 employees can meet, learn and share on a daily basis, which has enabled strong internal networking and a strong feedback culture. Join Siri to discover how there is an incredible positive potential and a tremendous force, when people come together to share best practices, finding ‘job hacks’ and simply sharing inspiring stories and tips with each other.
Siri WikanderDirector of People Growth
DEVELOPING AN END-TO-END EXPERIENCE THAT FEELS PERSONALISED12:30 - 13:00 UNDERSTAND THE FUTURE BETTER – GET INSIGHT INTO WHAT THE CUSTOMER IS GOING TO WANT
Discuss whether Is a mobile first approach the key to integrating bricks and clicks? Do the best metric and attribution methods come from the enterprises with the biggest wallets? Can you spin a bad customer experience into a brand loyalty game changer by proactively engaging with your customer across all channels?
13:00 - 14:00 LUNCH AND NETWORKING BREAK
14:00 - 14:45 INTERACTIVE DISCUSSION SESSION: THE FUTURE OF WORK IS NOW! ARE YOU PREPARED?
- How do you include the giggers into your company culture to make them feel the same as employees?
- How can you incentivise your future employees without compromising your operational cost?
- Will there be a Brexit effect on the future workforce?
- What are the virtual infrastructure developments, which can enable to recruit the right person regardless of where they are based and support remote working without compromising the benefits of face-to-face interaction?
Pekka HentonnenDirector of Customer Relations
Helsinki Urban Environment Division
Lisa Skinner KallstromChief People Officer
14:45 - 15:30 INTERACTIVE DISCUSSION GROUPS
These sessions delve into the various channels over which your employees and customers interact. Choose one table for this session (it can even be the one you were on yesterday!). Today we discuss these touch-points in the context of the employee – what are the challenges they face which are inhibiting them from excelling in their role and being the best of your brand? Discuss with your peers to brainstorm action points which you implement the moment you get back into the office.
- Table One: Last Mile
- Table Two: Logistics
- Table Three: Online
- Table Four: Face to Face
- Table Five: Call Centre