09 - 10 June, 2020 | London, United Kingdom

Eileen Brown

Customer Experience Director Northern Gas Networks

Conference Day One

Monday, May 14th, 2018


By now, you have discussed your event objectives and will appreciate there is a common theme running throughout both days. However, you will have a unique challenge or problem that needs solving, and it is critical that we seek out those gold nuggets of information that will really help drive improvement within your role, teams and organisation.

With 12-15 participants in each discussion group, this format enables questions to be raised, debated and answered amongst those facing similar challenges. Each discussion will last 35 minutes and attendees will be able to select two from the following discussions, leaving 20 minutes for feedback and summaries at the end of the session. Options are as follows:

ROUNDTABLE ONE: Building the Business Case and Securing Buy-in from Senior Executive Leadership
Facilitator: James Doig, Head of Customer Strategy, Centrica

ROUNDTABLE TWO: Customer Feedback: How, Where, When and Closing the Loop
Facilitator: Alex Rutherford, Customer Experience Manager, Wessex Water

ROUNDTABLE THREE: Beyond End-to-End Customer Journey Mapping: Exploring the Before and After
Facilitator: Eileen Brown, Customer Experience Director, Northern Gas Networks

ROUNDTABLE FOUR: How to Achieve Customer-Centricity at Scale: AI and the Connected Customer Journey
Facilitator: Matilda Kristofferson, Senior Consultant, Data and Technology, Relay42

ROUNDTABLE FIVE: How do you Deliver a Truly Personalised Omnichannel Experience?
Facilitator:Mustafa Atik, CCM & CX expert, Utilities and Telecoms, Quadient

Conference Day Two

Tuesday, May 15th, 2018

11:00 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

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

Download The Latest Agenda