14 - 15 May, 2019 | Hilton London Olympia , London, United Kingdom

Conference Day Two

8:00 am - 8:50 am Registration & Networking Coffee

8:50 am - 9:00 am Chair’s Opening Remarks and Welcome

Jocelyn McConnachie, Conference Chair at CX Expert

Jocelyn McConnachie

Conference Chair
CX Expert

9:00 am - 9:30 am Employee Experience: The Road to Customer Experience

  • Exploring the direct link between employee experience and customer experience: The importance of mirroring strategies
  • Developing and delivering effective  programmes: Measurable, accountable, impactful and empowering
  • Proven approaches and practical frameworks for securing buy-in, embedding culture and implementing the strategy
  • Leveraging a combination of CX and Employee engagement tools that complement each other
Liam Mulholland, Former Director of Customer Services at Northern Ireland Water

Liam Mulholland

Former Director of Customer Services
Northern Ireland Water

9:30 am - 10:00 am Creating a Roadmap to a Customer Centric Strategy: Strategy, Vision, Evolution and Revolution

  • Analysing the organisation, assessing CX outcomes and identifying potential opportunities for improvement 
  • Setting and leading a clear and achievable digital and data roadmap
  • Going back to basics: Educating leadership functions, securing buy-in and funding as well as driving  change
  • Defining clear metrics and measuring success of the strategy
  • The importance of choosing technology smartly, rather than smart technology
  • Implementing the strategy and continuously assessing and evolving it to maximise the impact
Barry White, UK Customer Transformation Programme Manager Customer & Stakeholder Experience at National Grid

Barry White

UK Customer Transformation Programme Manager Customer & Stakeholder Experience
National Grid

10:00 am - 10:30 am Water Sector: Smart Water Meters and Data: Rolling Out Smart Water Meters to Ensure Water Supplies for Future Generations

  • Overview of the smart water meter journey so far: From an engineering programme to customer engagement campaign
  • Empowering customers to take responsibility for reducing their water use
  • Utilising smart meter data and insights to engage and drive customer experience improvements
  • Leveraging sophisticated analytics functions to spot leaks and manage the customer engagement process to fix the problems
  • Exploring future possibilities of smart water meter data in the utilities sector: supporting vulnerable customers, proactively identifying network issues and gamification
Faye England, Customer Experience and Change Manager at Thames Water

Faye England

Customer Experience and Change Manager
Thames Water

10:30 am - 11:00 am Morning Coffee and Networking Break

11:00 am - 11:30 am Gathering, Understanding and Utilising Customer Feedback

  • One size doesn’t fit all: Recognising the importance of mapping out different customer personas 
  • Conducting in depth qualitative surveys to gain deeper insights into unique customer requirements
  • Analysing the customer feedback to create flexible and tailored services that meet the unique needs of diverse groups
  • Applying the results to drive improvements and support  whole business engagement in the customer strategy
Eileen Brown, Customer Experience Director at Northern Gas Networks

Eileen Brown

Customer Experience Director
Northern Gas Networks

11:30 am - 12:30 pm Interactive Workshop: Powering a Better CX: New Approaches to CX Innovation



Richard Farrell, Chief Technology Officer at MatsSoft

Richard Farrell

Chief Technology Officer
MatsSoft

12:30 pm - 1:30 pm Lunch and Networking Break

1:30 pm - 3:00 pm Customer Immersion Workshop: How Well do you Know your Customers?

In this eye-opening immersion session, you’ll have the opportunity to listen to 25+ of your customers bringing their issues into sharp focus through sharing their experiences and opinions as well as the impacts we may have had on them. Designed to help you ‘get back to the basics’, this workshop should prompt thought and practical thinking around some of the bigger challenges facing you back at the office.

  • 13:30 – 13:45 – Introduction to the session and format
  • 13:45 – 15:00 – Focus group
Sue Moore, Customer Immersion - UK Lead at E.ON

Sue Moore

Customer Immersion - UK Lead
E.ON

3:00 pm - 3:30 pm AFTERNOON BREAK AND NETWORKING

3:30 pm - 4:00 pm Customer Immersion Workshop: Wrap-up and Summary


Sue Moore, Customer Immersion - UK Lead at E.ON

Sue Moore

Customer Immersion - UK Lead
E.ON

4:15 pm - 4:45 pm Fireside Chat: Employee Engagement Strategies to Enhance Customer Experience: Happy Staff = Happy Customers

  • Improving customer attraction and retention, raising customer satisfaction and improving customer performance by putting employee experience at the core of your business
  • Developing metrics to measure employee engagement and determine areas of improvement
  • Creating the right culture: Setting and sharing a clear vision, purpose and mission formed around CX values
  • Investing in employees: Providing the right digital tools, training and support to ensure they are fully equipped to deliver outstanding service
  • Leveraging employees as a source of CX insight to improve products and processes
  • The importance of frontline staff
Liam Mulholland, Former Director of Customer Services at Northern Ireland Water

Liam Mulholland

Former Director of Customer Services
Northern Ireland Water

Barry White, UK Customer Transformation Programme Manager Customer & Stakeholder Experience at National Grid

Barry White

UK Customer Transformation Programme Manager Customer & Stakeholder Experience
National Grid

4:45 pm - 5:00 pm Chairperson’s Closing Remarks and Conference Close

Jocelyn McConnachie, Conference Chair at CX Expert

Jocelyn McConnachie

Conference Chair
CX Expert