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

Meg Darling


Head of Customer Service
Spark Energy

Conference Day Two

Wednesday, May 16th, 2018


12:50 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

1:35 PM DESIGN YOUR OWN ROUNDTABLE DISCUSSION

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

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

Download The Latest Agenda