14 - 15 May, 2019 | Hilton London Olympia , London, United Kingdom

Conference Day Two

8:00 am - 8:30 am Registration & Networking Coffee

9:00 am - 9:10 am Chairperson’s Opening Remarks and Welcome

Jocelyn McConnachie - Conference Chair, CX Expert
img

Jocelyn McConnachie

Conference Chair
CX Expert

8:35 am - 9:05 am Digital Transformation: Preparing and Embedding New and Innovative Approaches to CX

Sarah Morgan - Customer Services Director, Good Energy
  • Engaging and educating the entire organisation in the digital journey from board level down: Employee experience, changing mind-sets nd preparing to embrace new technology
  • Translating the practicalities of the vision into a digital CX roadmap
  • Making digital work in the utilities sector: Evolving the business model and restructuring for digital transformation
  • Creating and executing an omni-channel strategy to create one consistent and engaging experience
  • Transforming our business to deliver a seamless self serve experience
  • Placing the customer at the heart of digital transformation
img

Sarah Morgan

Customer Services Director
Good Energy

9:05 am - 9:35 am Employee Experience: The Road to Customer Experience

Liam Mulholland - Former Director of Customer Services, Northern Ireland Water
  • Exploring the direct link between employee experience and customer experience: The importance of mirroring strategies
  • Developing and delivering effective  programmes: Measurable, accountable, impactful and empowering
  • Proven approaches and practical frameworks for securing buy-in, embedding culture and implementing the strategy
  • Leveraging a combination of CX and Employee engagement tools that complement each other
img

Liam Mulholland

Former Director of Customer Services
Northern Ireland Water

9:35 am - 10:05 am Water Sector: Smart Water Meters and Data: Rolling Out Smart Water Meters to Ensure Water Supplies for Future Generations

Faye England - Customer Experience and Change Manager, Thames Water
  • Overview of the smart water meter journey so far: From an engineering programme to customer engagement campaign
  • Empowering customers to take responsibility for reducing their water use
  • Utilising smart meter data and insights to engage and drive customer experience improvements
  • Leveraging sophisticated analytics functions to spot leaks and manage the customer engagement process to fix the problems
  • Exploring future possibilities of smart water meter data in the utilities sector: supporting vulnerable customers, proactively identifying network issues and gamification
img

Faye England

Customer Experience and Change Manager
Thames Water

10:05 am - 10:35 am Morning Coffee and Networking Break

10:35 am - 11:05 am Gathering, Understanding and Utilising Customer Feedback:

Eileen Brown - Customer Experience Director, Northern Gas Networks
  • 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
img

Eileen Brown

Customer Experience Director
Northern Gas Networks

11:05 am - 11:50 am Mining for Gold Interactive Discussion:

Within this session, attendees can learn from one another through sharing their own experiences. It will comprise of four topics which have been developed based on your event objectives and challenges that were documented on the morning of day one. This 35-minute session will consist of four questions, broken down into five minute discussions.

Each group will be required to document these ideas on a flipchart with a nominated presenter providing a two minute overview of the solution.
*all information documented will be collated, typed up and
provided to every delegate post event*

11:50 am - 11:50 am Lunch and Networking Break

  • 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
img

Liam Mulholland

Former Director of Customer Services
Northern Ireland Water

img

Meg Darling

Head of Customer Service
Spark Energy

img

Barry White

UK Customer Transformation Programme Manager Customer & Stakeholder Experience
National Grid

ROUNDTABLE FOUR:
Streamlining the Customer Complaints Process to Enhance Service and Resolve Issues Quickly
Facilitator: Meg Darling, Head of Customer Service, Spark Energy 

ROUNDTABLE FIVE:
Design Thinking: Fostering Innovation and Solving Complex Business Problems
Facilitator: Simon Mcdonald, International Customer Experience Manager, E.ON UK

ROUNDTABLE SIX: Reimagining Customer Engagement, Loyalty and Retention in the Digital Age for Utilities
Facilitator: Tory Flash, Head of Customer Transformation, Independent Consultant
img

Meg Darling

Head of Customer Service
Spark Energy

img

Tory Flash

Head of Customer Transformation
Independent Consultant

img

Simon Mcdonald

International Customer Experience Manager
E.ON

2:35 pm - 3:05 pm AFTERNOON BREAK AND NETWORKING

3:05 pm - 5:25 pm Customer Immersion Workshop: How Well do you Know your Customers?

Sue Moore - Customer Immersion – UK Lead, 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 as well as the impacts 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.
  • 15:15 – 15:30 – Introduction to the session and format
  • 15:30 – 16:30 – Focus group
  • 16:30 – 17:15 – Wrap-up session and summary
img

Sue Moore

Customer Immersion – UK Lead
E.ON

5:25 pm - 5:30 pm Chairperson’s Closing Remarks and Conference Close

Jocelyn McConnachie - Conference Chair, CX Expert
img

Jocelyn McConnachie

Conference Chair
CX Expert