14 - 15 May, 2019 | London

Liam Mulholland


Former Director of Customer Services
Northern Ireland Water


9:10 AM Employee Experience: The Road to Customer Experience

  • 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

1:00 PM Panel Discussion: Employee Engagement Strategies to Enhance Customer Experience: Happy Staff = Happy Customers

  • 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


Check out the incredible speaker line-up to see who will be joining Liam.

Download The Latest Agenda