All organisations look to transform how they work.  Our customer bases and dynamics are forever evolving, often quicker than we anticipate; and with costs ever-reducing and customer brand loyalty at an all-time low, the real differentiator across almost every industry is customer experience.  Specifically, how EASY it to deal with someone.

In my business, ‘ease’ was definitely not something that we were famous for!  And ultimately, that was because life wasn’t easy for our people… Complex processes, procedures, and regulation makes things difficult.  Add to that an ancient and highly complex system stack, and you’re asking for trouble!

In the space of just a few months, I brought a completely new way of working to a desk based organisation of c.500 people, designing and deploying a brand new, bespoke CRM which transformed not just the day to day working of our people but even more importantly, transformed the relationship between our Operational and Transformation teams.

Not only did we see a vast improvement in business efficiency and effectiveness, as well as improved customer satisfaction – our employee engagement is now at an all-time high, and we’ve never had a more involved, dedicated, accountable workforce.

They own this!

Covid-19 presented a host of unprecedented challenges to businesses – in this presentation, find out how Npower were able to react quickly and effectively, implementing Customer, People and Process changes to ensure service continuity. Find out what we have learned and how this changes our future ways of working.

Highlights include :-

• How we quickly established a Crisis Team with senior managers, taking into consideration government advice and making decisions on the approach, enabling daily communications to our people
• How we leveraged our Robotic Process Automation capability to continue to service our customers
• How we moved from 29% of our workforce able to work at home, with just 19% in CS to 91% home working across all areas of Home and Business by 20th April:-
  • Hardware diverted from refresh projects
  • Use of a Virtual Desktop (VDI) solution
  • Telephony platform and service management
  • Support for UK and overseas partners
• How we used customer insight to shape our approach to customers, identifying 111 initiatives to support customers who were vulnerable, isolating and in financial difficulties
• How we enabled channel shift to digital/self serve channels

Key learnings from these initiatives and how they are shaping the future

The use of interactive elements/gamification can be a very powerful element to any campaign or marketing activity. The opportunity to capture data and understand customer behaviour through these touch points can be invaluable in communicating to them effectively with the right content and also at the right time.

This talk demonstrates a range of ways that The Royal Mint have incorporated gamification and interactive touch points into their campaigns to engage with and reach new audiences and improve their marketing performance through the various stages of the customer funnel to drive Customer Lifetime Value.

When a bus driver says hello – why your people are the only way to make your customers happy.

– culture change – the big things and the little things

– empowering your people

– why change is difficult, and how to make it easier

– what makes customers smile

How to transform your marketing efforts?

How to raise brand awareness without breaking the bank?

How to grow your brand and bring sales?

These are questions that need answering in our marketing world during these tough times.

Join the talk and let us tackle them together!

What is a mutual and what does it mean, and how does this differ from a plc. What does this mean in times of crisis such as Coronavirus to members/customers and colleagues.

In particular our responsibility to our vulnerable clients and colleagues. I will include real (anonymised) customer cases and examples

Against the backdrop of a tough economy and ever changing customer expectations, retailers need to think differently to create value for their customers. This session will be about how to use a Voice of the Customer strategy to play a key role in driving a customer centric culture that puts the customer at the centre of everything an organisation does to drive lifetime loyalty.

Against a backdrop of rising customer expectations and changing regulation, Anglian Water’s @one Alliance are stepping up their efforts to improve outcomes for customers; Providing what they need tomorrow, while minimising the disruption today.

This presentation covers the work the @one Alliance customer experience team have done over the last two years to bring customers to the very heart of the organisation.

Driving a customer-led culture, empowering every person across the company to make life better for customers, every single day.

Following 3 key principles:

• Do the basics brilliantly
• Go above and beyond
• Think ahead

Natasha will share the story so far; highlighting some of the change initiatives that have been delivered and how these have benefited our people and our customers.

As with most plans, everyone’s 2020 CX roadmaps have been knocked severely off course by global events. But instead of throwing away all the previous insight and effort, Nick will talk through how adapting activity, and not stopping it, has helped keep customers and colleagues aligned on delivering the longer term CX vision.

By thinking outside of the box, using the available tools and resources to maximum effect, and focusing on the real customer priorities, you’ll hear how ENGIE has ensured Customer Insight has continued to drive the agenda.

Nick will talk about how both proactive and reactive insight activity have been affected by the pandemic. In addition, he’ll detail how the built-in flexibility of their CX Framework has ensured recent events haven’t changed objectives, but instead enabled a slightly different journey to achieve them.

Anna Wilcox shares the way in Bupa responded to the impact of Covid-19

With Bupa’s purpose grounded in Helping People Live Longer Happier Lives, when Covid-19 hit the UK in early 2020 : the organisation immediately found themselves supporting our members be well and stay well during a time when it seemed some of our core services may have been impacted.

So how did we work to go above and beyond to deliver value to our members when they needed it most.

How has Covid-19 and recent racial incidents around the globe transformed conversations with our customers? What is value in the new ‘normal’? Colin will explore how he has adapted and driven conversations with his global customers during uncertain and challenging times – particularly around remote working, developing relationships and addressing diversity, inclusion and belonging.