Head of Customer Strategy
Conference Day One
Monday, May 14th, 2018
2:00 PM ROUNDTABLE DISCUSSIONS:
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