09 - 10 June, 2020 | London, United Kingdom

Barry White

UK Customer Transformation Programme Manager Customer & Stakeholder Experience National Grid

Conference Day Two

Tuesday, May 15th, 2018

9:30 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

4:15 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

Check out the incredible speaker line-up to see who will be joining Barry.

Download The Latest Agenda