Key Points
  • Measuring, reporting and demonstrating the value of customer experience strategies
  • Exploring consumer trends post COVID-19 to future proof services and businesses
  • Cementing a culture of 'customer centricity' across the whole organisation
  • Utilising technologies to better connect and understand customers
  • Scaling the customer insight function to ensure it can support organisations as they grow in complexity and size
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Overview
Speakers Include:

  • Jo Causon, Chief Executive Officer, Institute of Customer Service (ICS)
  • Prof Dr Johanna Gollnhofer, Director, Institute of Customer Insight
  • Ash Roots, Managing Director of Digital, BT *2019 UK Customer Experience Award Winner*
  • Matt Walton, Digital Director, Direct Line Group *CXA 2019 Award Winner*
  • Liz Olney, Director User Change, Innovation and Investigations, HM Courts & Tribunals Service
  • Jo Mayes, Customer Service Director, Business Stream *2019 CX Professional of the Year*
  • Brian Kale, Head of Customer Success, Bank Novo
As organisations continue to face increased pressures to digitalise their services and communication channels, harnessing customer insights and placing them at the heart of business strategy will remain mission-critical for success.

Westminster Insight’s Customer Insight Digital Conference will bring together industry leaders from across the public and private sector to discuss how to maximise the use of customer insights to power business, better connect with service users and inform organisational strategies.

You will hear from award winning organisations on how to drive organisational success and prevent customer insight teams developing in silos by embedding a culture of customer centricity across the entire organisation. This event will also explore how to action the voices of service users through high quality customer feedback and a gold-standard complaints culture geared to drive continuous improvements to customer experience, product design and service delivery.

Attend to hear from award winning organisations on how to deliver a future-proofed customer experience strategies, enabling the customer insight function to scale in response to products and an organisation growing in complexity and size.

This event will also feature contributions from organisations on how to effectively measure, report and demonstrate the ROI of customer experience strategies to enable decisions at the highest level to be strategically insight-led.

Explore how others are utilising technology as a means of streamlining the customer insight function. When is it appropriate to incorporate innovative technologies? What are the processes and considerations involved? Join us to gain cutting edge insight from leading organisations that are placing customer insight at the heart of their strategy and implementing innovative technologies to better connect and serve their customers.

Agenda
Start

09:00 - 09:10
Chair's Opening Remarks

 

Speakers

Jo Causon Chief Executive, The Institute of Customer Services

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09:10 - 09:50
Keynote Address: Customer Insight – Seizing an Unprecedented Opportunity

 
  • Reviewing how customer segments, routines and behaviours have changed in response to the COVID-19 crisis
  • Understanding the projected customer trends to future proof services/business and drive performance through uncertainty
  • Leveraging the opportunities presented by COVID-19 to increase the acquisition of insights and forge a new relationship with product/service users
  • Exploring how organisations should respond to the impact of COVID-19 on customer behaviour and the accelerated digitalisation and modernisation of services
09:40 – 09:50 Questions and Discussions

Speakers

Prof. Dr. Johanna Gollnhofer Director, Institute of Customer Insight

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09:50 - 10:20
Case Study: Measuring the Value of Customer Insights and CX Strategies

 
  • Exploring how Business Stream utilises customers insights to inform service delivery and design
  • Demonstrating the strategic value of customer experience and insights to acquire executive buy-in
  • Exploring how to translate user behaviours, consumer profiles and customer journeys into easy-to-digest reports to inform strategic decisions
  • Identifying the success and failures of CX strategies to maximise tight budgets and ensure return on investments
10:10 – 10:20 Questions and Discussions

Speakers

Jo Mayes Customer Services Director, Business Stream

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10:20 - 11:15
Embedding “Customer Centricity” Across the Organisation

 
  • Exploring how to cement customer experience at the centre of strategy to drive organisational success
  • Creating direct communication channels between executives and insight teams to enable insight-led decision-making at the highest level
  • Capturing and sharing data to develop internal interoperability and prevent the insights team evolving into an isolated function

Speakers

Ash Roots Managing Director of Digital, BT

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11:15 - 11:30
Break

 

11:30 - 12:00
Case Study: Delivering a Future-Proofed Customer Experience Strategy

 
  • Scaling the customer insight function with products, services and an organisation growing in complexity and size to drive performance through uncertainty
  • Undertaking proactive qualitative and quantitative research to identify and understand service user’s hidden needs
  • Developing a consistent research process to enable reproducibility and a better understanding of changes made to services, products and or user behaviours
11:50 – 12:00 Questions and Discussions


Speakers

Brian Kale Head of Customer Success, Bank Novo

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12:00 - 12:50
Panel Discussion: Empowering and Serving the Voices of Service Users

 
  • Identifying the quality of the customer relationships, available touch points and mapped user journeys to inform strategies
  • Utilising feedback to enhance the quality of customer interaction, enable users to co-redesign services, and drive culture changes within customer-facing teams
  • Developing a gold-standard complaints culture to drive continuous improvements to customer experience, product design and or service delivery through customer feedback

Speakers

Liz Olney Deputy Director User Change, Innovation and Investigations, HM Courts and Tribunals Service (HMCTS)

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Matt Walton Digital Director, Direct Line Group

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12:50 - 13:20
Case Study: Utilising Technologies to Better Connect with Customers

 
  • Exploring the considerations necessary when attempting to add value to customer experiences through innovative technologies
  • Adopting technologies to streamline the customer insights function and meet the needs of users
  • Leveraging innovations to digitalise services while remaining physically and emotionally connected with customers
13:10 – 13:20 Questions and Discussions

13:20 - 13:30
Chair's Closing Remarks

 

Speakers

Jo Causon Chief Executive, The Institute of Customer Services

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End

Speakers

Jo Causon Chief Executive, The Institute of Customer Services

Read profile

Prof. Dr. Johanna Gollnhofer Director, Institute of Customer Insight

Read profile

Brian Kale Head of Customer Success, Bank Novo

Read profile

Jo Mayes Customer Services Director, Business Stream

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Liz Olney Deputy Director User Change, Innovation and Investigations, HM Courts and Tribunals Service (HMCTS)

Read profile

Ash Roots Managing Director of Digital, BT

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Matt Walton Digital Director, Direct Line Group

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Venue details

Digital Event Broadcast Live


Speakers
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