Customer Engagement Summit 2019 - Monday 11th and Tuesday 12th November

Southbank Centre is one of the UK’s busiest attractions, staging 4000 artistic events each year, across a 17-acre site that sits in the midst of London’s most vibrant cultural quarter on the South Bank of the Thames. The organisation exists to present great cultural experiences that bring people together and achieves this by creating a place where as many people as possible can come together to experience bold, unusual and eye-opening work. Southbank Centre wants to take people out of the everyday. But each week the site is visited by a community of people who are not attending an event and see Southbank Centre as a much-loved second home. School children, business users, coffee lovers, homeless people, students and date nights, all happily co-exist in buildings designed for concert-goers. So how do you balance the needs of every visitor group, to ensure each person feels valued and welcomed, and not just one of the crowd? Matt will talk about how he uses recruitment, team creation, engagement with front-line staff, collaboration, and visitor insight to create a personalised visitor experience for everyone who comes to this beloved place.

Gamification is the process of applying game theory to everyday life — including business life. The concept is simple: redesign everyday routines and tasks — in everything from employee training, recruiting and bonuses to product testing, sales and conversion management — to be more game-like and interactive, ultimately enhancing work and customer experiences to be more engaging, fulfilling, fun, and productive. Almir will use practical examples going back 20 years while working at Mercedes (at a time when no one used the term Gamification) until his most recent projects at Tide Business current account in London.

How growth mindset ties to the company vision and helps guide the change message. Using BHAG’s (Big Hairy Audacious Goals) to re-imagine the possible and change our approach. Quality sparks dramatic improvements to measuring and delivering CX; the impact of customer first approach; knowledge management, a critical priority re-imagined, allowing teams to concentrate on the customer, not the process, rule, or tool; fraud prevention identifying customer heroes, and identifying positive outliers and learning from them.

Fidelity is making a cultural shift to being a client-centric business. Putting clients central to strategy needed a mechanism to break down silos and focus on the end-to-end customer experience. The Executive Level Close Loop Programme sees senior leaders make outbound calls to ‘close the loop’ with customers based on issues raised in their NPS survey feedback. This helped engage the business, demonstrated senior leadership commitment to client centricity, helping drive cultural change.

The aim of this presentation is to demonstrate that the world that brands are living in is:

1. Very different than in the past
2. In this new world, customer experience is an essential element for surviving and growing
3. The key point of the presentation: ‘Authenticity’ is the ultimate expression of customer experience for brands, and how to achieve this.

Chiswick Park Enjoy-Work is focused around its tenants, calling them guests. With more than 9,000 people working on the campus on a daily basis, the Enjoy-Work team is always going the extra mile to make sure that all guests benefit from the environment they work in, making it as pleasant, connected and fun as possible.

Offering world-class service is one of its business values. As a team, they look at creating memorable experiences for our guests, defy expectations and focus on one person at a time.

They are about the customer journey, making it as pleasant and memorable as possible. In the office industry, front desk reception has a key role in the day to day routine of all employees and visitors.

Carly Gibbs, Head of Guest Experience at Chiswick Park Enjoy-Work, will discuss how delivering an effective guest service journey is critical to ensure the company provides a world-class service to its guests and visitors.

We’ve all bought a car or at least know somebody who’s bought one in the past, right? Excited, worried, nervous, overwhelmed? These are just some of the mixed emotions car buyers feel throughout the journey. Did you know that only 7% of buyers go into the process feeling like they trust car dealers? Shocking! We know. We have some funny experiences to share with you, you’re bound to have a giggle, but on a serious note … come and hear how car buyers really feel after their experience as we share the difference between perception and reality. Plus, hear about what Auto Trader are doing to simplify the process, reassure consumers, and help retailers win in today’s challenging market.

The power of social media is a hot topic. Chief executives and founders of some of the world’s most powerful social media platforms are called to explain how they protect users from abuse and exploitation. Yet, images are posted that damage, demean, and corrupt.

While a great deal of focus and effort has been laced on the human dimension – child abuse, self-harm, gratuitous violence, and more – the abuse of animals remains largely untouched and unreported. And yet it is pervasive and impacts human lives as well as the animals it features.

Will’s talk will briefly explore some of the areas of most concern to him and The Born Free Foundation, reflecting on the good, the bad and the ugly – and ending with a message of hopeful anticipation that these platforms can be sued for good, stifling the bad and preserving the principle of free speech.

It’s 25 years since Sasser, Schlesinger and Heskett published The Service Profit Chain – How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. Despite its age and how the world has changed so dramatically since, their base proposition is as valid today as it was then. The difficult bit of course has been being that leader to inspire your teams to deliver the customer experience that achieves the desired business results. Richard’s presentation will show an innovative way he is going about this as Customer Experience Director at The Share Centre, the retail stockbroker helping more than 300,000 customers enjoy straightforward investing. He will show how he is putting the Service Profit Chain into action, an innovative survey tool that gains a wealth of customer insight whilst motivating Advisers by ‘catching them doing things right’.

Shop Direct exists to make good things easily accessible to more people. Mark’s presentation will focus on using a mix of the latest technology and integrating that with great teams and agile continuous improvements to make big strides in improving overall NPS.

Pete Doyle has trained over 3,000 shop floor workers and large consumer brand over the last 11 years in his company Social Retail Group. He will share with delegates how best to respond to customers on social media and his unique SRG Response Scores having analysed over 1.2 million social media conversations in retail sectors in the UK.

Statistics reveal that over 96% of consumers consult reviews when making an out-of-home dining or entertainment purchase, which demonstrates the invaluable aspect of peer-to-peer recommendation as part of customer experience.
However, many operators have been unable to effectively and efficiently engage with customers and create the perfect customer experience due to a lack of resources, time, data inefficiency, channel fragmentation and reputational risks.

Searcys introduced an intuitive and visual real-time reporting platform for its varied business portfolio in December 2018. It leverages the group dashboard in daily operations at each of their venues.

The analysis of the results shows the weighting of each of the online channels in sentiment analysis, key drivers and their inter-dependencies in overall satisfaction.

The brand will share its learnings in implementing the social media listening platform, key changes it has made to its online channel management and fundamental business improvements that led to the overall customer sentiment increased by 8.1% from December to July 2019.

There are many talks nowadays that promise to discuss inclusive design only to turn out that they focus solely on accessibility. While designing for accessibility is good and important, the legal considerations aside, the wider field of inclusive design is most often forgotten. In this talk, Dana will:
• Start by offering a definition of inclusive design that focuses on diversity, whether that’s ability, language, culture, gender, age or other forms of human difference;
• Touch upon Nithya Sambasivan (Senior User Experience Researcher, Google) and Jen Devins’ (UX Lead, Google Accessibility) presentation, ‘Building a culture to support inclusive design’, and their key message that missing entire populations or contexts can lead to unintended consequences with disastrous effects, and will argue that these effects can affect societies and businesses alike;
• Make a case for why we need inclusive design practices;
• Identify some of the areas where an organisation could make a difference and give examples on how organisations could go about practicing inclusive design (for example, reviewing their research recruitment strategy to make sure it’s inclusive);
• Finish by discussing on how businesses can establish a process or a framework for inclusive design.

For many organisations, Voice of the Customer (VOC) and Voice of the Employee (VOE) data gathering and analysis have been treated like long-lost cousins that are separated by geography, experiences and often, language. Conducted at different times, in different ways and by different teams. VOE has been typically led by the HR team and VOC initiated by customer service or marketing.

Forward-thinking businesses recognise employee engagement and experience insights are, or should be, tightly aligned with customer experience metrics. identifying engagement drivers for both employees and customers alike and linking engagement to business objectives. These businesses are combining the data to provide the organisation with a single, holistic view of both the VOE and VOC that can drive a company-wide culture change that has a profound and sustainable impact on customer outcomes.

Gerry Brown will share ideas on:

• The importance of collecting experience data from every meaningful touch point, both external and internal;
• Why you must understand the relationships between employee engagement, key customer metrics, and other relevant business outcomes;
• Using CX data to help colleagues make the connection with your customers and broaden and enhance their own role;
• Why organisational inclusion is vital in establishing customer engagement;
• How employee engagement is measured and how engaged employees take an active role in driving their team forward for positive customer outcomes;
• Collating colleague and CX data on a central platform to transform feedback into actionable insights that drive real CX change.

This presentation will explore the topic of trust with customers and the drivers of satisfaction. It will also explore the challenges in a regulated organisation including social housing and utilities, and what organisations can do to drive a customer-led culture and achieve high levels of customer satisfaction.

This presentation will provide some real examples of strategies and implementation plans that have been delivered successfully but will consider some of the challenges and lessons learnt.

Transforming the call centres from an operational, cost driven unit into customer-driven contact centres delivering differentiated services based on customer needs and customer value. Including a Voice of Customer feedback loop and a focus on customer and staff engagement.

Trust should be the cornerstone to every organisation. Successfully creating a culture where people trust one another, trust their leaders, and trust your business should be high on the agenda of any leadership team. Trust is tough to build and easy to lose. Find out about the fundamental building blocks to establishing trust within an organisation and practical ways to sustain it.

CitySprint has made leaps and bounds in their drive for customer experience perfection since Rosie last presented at the 2017 Summit.  Join Rosie’s session learn about how the drive of passionate people and some general elbow grease helped CitySprint deliver:

• A brand-new company-wide CRM system to offer a 360° view of the customer
• Training and adoption of 460 team members, across various business units and functions
• The launch of an entirely new telephony landscape to move CitySprint to the future of cloud-based technology
• And the centralisation of 36 customer service sites to 7 to deliver a remote-based environment to support their nationwide business.

Rosie will complete the session with top tips and key learnings from CitySprint’s journey so far, and how mid-sized organisations can drive massive transformational change using people-power.