10th & 11th September 2019

Event Agenda Day 2

Event Agenda

08:00 - 08:15

Coffee and Networking Break

Coffee and Networking Break

08:15 - 08:35

Gareth Walsh, Customer Service Director, EMEA
Gareth Walsh
Customer Service Director, EMEA
Smith & Nephew

How Digital Transformation Can Impact the Customer Experience

Digital transformation is key to engaging customers. At Smith and Nephew this includes a CRM implementation that will be running European wide over the next year, as well as a new EDI solution. The third and final one that they are rolling out is the added value element for the customer service perspective. Closing the engagement between commercial and customer teams making them harmonious. This session will look at how to maintain a consistent message when implementing systems across many counties.

08:35 - 08:55

Clare Naunton, Programme Director Customer and Stakeholder Experience
Clare Naunton
Programme Director Customer and Stakeholder Experience
National Grid

Sprinting our way to CX Success

Using a mash-up of agile methodologies to build momentum and deliver sustainable improvements to customer and employee experience. Clare will share National Grid’s changed approach - what triggered this change and the highs and lows.

08:55 - 09:15

Solution Provider Case Study

09:15 - 10:15

Business Meetings

Business Meetings

10:25 - 10:55

Efficiency Brunch

Efficiency Brunch

11:05 - 11:35

Katy Taylor, Group Commercial and Customer Director
Katy Taylor
Group Commercial and Customer Director
The Go-Ahead Group

The Future of Customer Experience - How to Drive Technological Change

With over one billion passenger journeys being undertaken across Go-Ahead transport services each year, one of the most fundamental parts of Go-Ahead’s operations is to ensure positive customer satisfaction when travelling.

For many people across the country, travelling with Go-Ahead is a part of their daily routine. It’s a person’s daily commute, or journey home from work, and it can shape the entire mood for the day ahead, or for their evening afterwards. It’s how people take their children to school or how they get to the shops at the weekend. For many, it’s their sole method of travel.

Given this responsibility, Go-Ahead Commercial & Customer Director, Katy Taylor, will discuss the following topics:

  • How Go-Ahead is driving the future of urban transportation through investment in technology
  • How to successfully drive change towards the up-take of new technologies, in industries reluctant to give way to new ideas
  • How to effectively measure and influence positive customer experience

11:35 - 12:00

David Brambell, Director Of Operations
David Brambell
Director Of Operations

Transforming a Service Operation

In 2017 the AA’s roadside operation was responding to 3.5million breakdowns and delivering record technical performance in repair rates, job times and single task completion. But it was struggling to convert this into a more efficient and profitable operation. While customer Net Promoter Scores in the low 70s were excellent, there were too many cases where customers waited excessively long times. Finally, engagement scores from patrols, the heart of our brand, were low. There was therefore a need to improve operational and financial performance, customer experience and employee engagement.

Project Renaissance, delivered in 2018, achieved this through a root and branch management restructure creating smaller teams to improve engagement, integrated teams to improve customer experience and (by aligning resources, information and responsibility) improving business performance through accountable and empowered management – it was as much a cultural change as organisational.

12:20 - 12:40

Chair’s Closing Remarks

12:40 - 13:40