Conference Day Two
8:30 am - 9:00 am REGISTRATION AND WELCOME COFFEE
9:00 am - 9:15 am CHAIRMAN’S OPENING REMARKSJocelyn McConnachie, Senior CX Expert,Line experience in National Grid, E.ON and Capgemini
9:15 am - 10:00 am PANEL DISCUSSION: ARE WE GETTING THE SERVICE RIGHT FOR VULNERABLE CUSTOMERS?Jake Beaven, Senior Policy Researcher,Citizens Advice Matthew Cole, Head of Policy and Social Energy,Npower Vanessa Northam, Director of Vulnerability Solutions,Independent Consultant
- Equipping your front line staff to identify, understand and take the right action for vulnerable consumers.
- The role of specialist teams vs whole operation approach.
- Understand the servicing needs of your vulnerable customers - it might not be what you think they need?
Jake BeavenSenior Policy Researcher
Matthew ColeHead of Policy and Social Energy
Vanessa NorthamDirector of Vulnerability Solutions
10:00 am - 10:30 am PROTECTING AND EMPOWERING VULNERABLE CUSTOMERS IN A CHANGING MARKET ENVIRONMENTAnthony Pygram, Partner – Consumers and Competition,Ofgem
- Our focus on vulnerable customers
- Market changes and regulatory priorities
Anthony PygramPartner – Consumers and Competition
10:30 am - 11:00 am MORNING BREAK & NETWORKING
11:00 am - 11:30 am CREATING ACTIONABLE INSIGHT THROUGH NPS DRIVEN TRANSFORMATIONMarta Baeza Fernandez, Head Of Customer Care, CEX, Retention & Analytics,Viesgo
In this session Douglas Medrisch, Head of Residential, SME & B2B Business, Viesgo, will discuss how to turnaround an unprofitable company, which is lagging behind in NPS scores, through a complete transformation of customer centricity and what this means to your bottom line, including:
- The importance of fixing the basics and "moments of truth" (our NPS turnaround plan)
- How more customer satisfaction means more value (key levers of value generation)
- How to regain customer trust through leveraging digital capabilities
Marta Baeza FernandezHead Of Customer Care, CEX, Retention & Analytics
11:30 am - 12:30 pm HOW CAN YOU PREVENT A ‘CUSTOMER CRISIS’ HAPPENING WITHIN YOUR OWN ORGANISATIONLiam Mulholland, Former Director of Customer Services,Northern Ireland Water
12:30 pm - 3:00 pm THE CUSTOMER CLOSENESS SESSION: HOW WELL DO YOU KNOW YOUR CUSTOMERS?Mandy Mainwaring, Global Customer Immersion Manager,E.ON
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 and the impact 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.
- 12:30 – 13:15 – Networking Lunch
- 13:15 – 13:30 – Introduction to the session and format
- 13:30 – 14:30 – Focus group
- 14:30 – 15:00 – Wrap-up session and summary
Mandy MainwaringGlobal Customer Immersion Manager
3:00 pm - 3:30 pm AFTERNOON BREAK AND NETWORKING
3:30 pm - 4:15 pm WHAT MATTERS MOST?
Yesterday you were asked one simple question – “What are you most interested in sharing or learning about?”. For the next 45 minutes you will have an opportunity to discuss in groups your learnings on your preferred topic with like-minded people. After 30 minutes is up, a nominated spokesperson will provide a brief summary, which will be used to create a post event report shared between all attendees. Remember, this session relies on your input, so please listen, encourage and share where possible in order to give and get real benefits.
4:15 pm - 5:00 pm THE TOOLS YOU NEED TO FUEL CHANGEJocelyn McConnachie, Senior CX Expert,Line experience in National Grid, E.ON and Capgemini Shiven Jarwal, Customer, User and Digital Experience Manager,National Grid
Customers voice the inarguable case for change: their experience of our organisations can power the change. Building on the Customer Immersion Workshop from earlier today, we will share tried and tested frameworks and simple effective tools for you to use in the workplace tomorrow, to enable your leaders and teams to drive sustained change, powered by customers.
Shiven JarwalCustomer, User and Digital Experience Manager