Jocelyn McConnachieSenior CX Expert
Line experience in National Grid, E.ON and Capgemini
How accountable is your HR department to improving customer experience? Using a 0-10 scale, how likely is it that you would recommend your Finance team to a colleague? IT? Procurement? The experience we have of our organization often reflects the experience our external customers have. Aligning the whole organization to improving customer experience is key to achieving business wide transformation. Hear how this can be delivered through powerful customer centred principles, peer dialogue between Functions and Operations, agreeing actions and measuring improvement.
9:00 AM CHAIRMAN’S OPENING REMARKS
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.