2020 has been a traumatising time for most organizations. When it’s all over will your organization say it did its bit? Some organizations have stood out in their innovative support for customers. Loyal customers cost less to serve and they usually concentrate spending with companies they trust during downturns. This session will reveal inspiring tales of how necessitated technology innovation help keep or bring customers back into the fold.

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.  The session will guide you through five simple steps on how to become a truly customer centric business and give you ideas of how you can make it work in your organisation. You will also hear about real life examples from my role heading up the customer service team for Waitrose & Partners.

Big Bus Tours is one of the largest operators of open top bus tours. Tourism, Travel and Hospitality industries face enormous challenges at this time and in this session, we’ll learn how Big Bus Tours are using the right blend of technology and practices to welcome the public back, in a controlled and safe environment. We’ll also hear how Big Bus Tours are looking to provide a refreshed and even better experience for its customers- old and new. For Big Bus Tours, the motto remains the same- be the #1 thing to-do in every world famous city.

During uncertain times it is more important than ever to be there for your customers when they need you, and most importantly those members and customers who are in positions of vulnerability. At LV= this is key to our culture, supported by our Mutual status and our longstanding Heritage dating back to 1843. I’d like to share with you what it means to be a mutual in modern times and also some of the experiences and new customer engagement strategies that we implemented during the early stages of Covid, in particular those which have sustained and have now become business as usual at LV=.

A look at the dramatic shift in customer expectations and how these are radically affecting some of the leading global brands and their digital customer experiences.

Already this year, many CX leaders have achieved things they would never have thought possible – including meeting sudden, unprecedented customer demand for digital engagement. This has meant doubling down on customer-centric transformation, redesigning digital journeys, a distributed workforce and rapidly embracing new processes and technologies.

But what lessons have brands learned along the way? And how do you entrench that ‘can do’ mindset, and make doing the impossible part of your everyday?

Brighton & Hove Albion’s head of marketing and communications Paul Camillin will speak about the importance of clear and concise communication at all times, and how this consistent approach can help businesses during more testing times and periods of crisis. Drawing on experiences of the coranavirus pandemic, and other challenging spells for the club, throughout a twenty-year spell as the club’s lead on communications, the presentation will focus on key areas such crisis management, aiming to turn negative situations into more positive ones, the importance of retaining a connection, and engaging positively with supporters (or customers, for non-sports businesses) – and the need for creative thinking and use of innovation to do it.

In the last couple of years, more spend is moving away from Above The Line activation and into digital marketing. Mobile phones have been responsible for that change and today they are supercharging it. A device that can fit in our hand has completely transformed customer behaviours, media consumption and marketing itself. Every single marketer is impacted and has to make the right decision supported by the right plan.

Perhaps you have already started to work on the marketing plan for next year and you are probably wondering how to allocate your budgets.

Join this talk to get actionable customer insights to truly help you navigate 2021.

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:-
o Hardware diverted from refresh projects
o Use of a Virtual Desktop (VDI) solution
o Telephony platform and service management
o 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

Can you remember the last day you did not use your mobile device? No? You’re not alone – 95% of households in the UK own a mobile device and most people use them all the time.

Our case study presentation on September 24th, 2:40 PM, focuses on a customer who understands that mobile devices are ubiquitous and facilitate access to digital channels anytime, anywhere.

By developing an innovative mobile support app, their customers can now connect with agents without having to make a call, completing the shift to digital and transforming customer engagement.

Join Gregg Widdowson, Director, Sales Engineering EMEA at NICE inContact as he discusses:

• How digital transformation is changing customer expectations
  • Case Study: How an enterprise software company transformed their CX with a new mobile support app

As the world emerges from lockdown, the big question on most of our minds is “what’s next?”. Will work from home, learn from home and exercise from home be the new norm? Will bikes and walking begin to displace cars and crowded transit? Is business travel as we knew it finished? These questions and more are being asked by organizations trying to make sense of life post-pandemic and the long term implications. Joe will discuss how organizations can leverage social insights to better understand changes in consumer behaviours and its impact on their business.

A step through the world of energy tech disruptor Octopus Energy, an innovative business who’s proprietary tech and unique operating model puts customers at the heart of everything they do – from Directors looking after customers daily, to energy specialists empowered to make their own decisions.  Now at almost 1.7m customers and counting, and operations in the UK, German and Australia, Octopus has not only licensed its unique way of working to competitors, but saw its customer satisfaction metrics increase during Covid, as its cloud based system and fully skilled team smoothly transitioned to work at home.

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

In an unprecedented global crisis, it’s reassuring how strong we can be when we work together.

At Bupa – that’s exactly how we’ve responded to the Covid-19 pandemic – finding strength in our people management, communication and customer-centric service delivery is a challenge we’d rather not have faced, but one we’ve been fortunate to have learned many lessons from.

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.

Legacy infrastructure can lead us to think in terms of constraints – all the things our systems and people can’t do. This inevitably leads to an “inside-out” design process, where we start with those clunky systems/processes on the inside, we then attempt to optimise a bad situation and then only later begin to polish the rough edges of customer service. This is a flawed approach.

So what if we could disregard existing platforms and redesign the customer experience from scratch? Of course, this would be a nice luxury but it’s not realistically achievable – or is it?

Using an “outside-in” approach, we explore how we can work backwards from your ideal state and then begin to identify and bridge any systemic gaps. Blue Prism Service Assist is a product offering designed to offer exactly this. We explore a case study yielding a 50m Euro saving, funded as an in-year Opex project with RoI inside 12 months, with metrics demonstrating unrecognisably good customer service.

In today’s competitive business environment – and more so than ever in the current crisis – providing great user experiences is no longer a choice but a matter of survival.

Therefore when COVID 19 hit us all, we at Credit Suisse had to be creative and come up with new ways on how to operate the UX Lab successfully and continue delivering feedback from the executed testings.

In this presentation, we will share with you insights, how the team adapted to the new normal and what impact it had on the output.

You will also find out more about how the Digital Experience and Marketing team established the in-house UX team in 2017, why it built a UX Lab and what impact this had to the organization.

When we look at the Covid-19 both as customers and businesses, it’s clear that some organisations have reacted more swiftly, positively, and effectively than others. They were more prepared, with agile leadership, engaged, empathetic, flexible employees with innovation seeping from every pore, who flourish in a continuously changing world.  But the companies talking about a “new normal” have missed the fact that evolution is a journey, not a destination, and hope that once they arrived at the “new normal” things will be just like they were in the old days – early 2020.

In this session we’ll explore the key elements that evolutionary companies have adopted to keep their eyes on the road, their foot on the accelerator, and their customers and colleagues in their hearts, on the road to successful and sustainable customer engagement.

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!

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.

As we started the year, no one knew what was going to come. NatWest had a new CEO looking to ensuring the business was purpose led, and focused on enterprise, learning and climate. The key known challenge alongside putting in place this new strategy was what impact Brexit might have. March hit and then COVID-19, that we’re all familiar with took toll across Europe. The panic driven by uncertainty set in, fiscal stimulus packages started being released meaning as a business we needed to distribute money to those most companies in need and provide lending holidays for others. Come and hear about how NatWest took it’s strategy to heart set out in February and leveraged technology and new ways of working to keep their 16M customers informed and up to date with everything they needed.

Real people often make illogical decisions. Behavioural science has made an art of finding out why. Building a bit of this know-how into product and service design is helping customers and companies thrive.

When package pricing boosts revenue at Netflix, when 500 strangers help us chose our holiday on Tripadvisor, and when HMRC gets 1000’s more of us to pay our taxes on time behavioural science is pulling the strings.

Find out more in a session that lays out simple insight, and compelling real life examples, from a speaker passionate about products and services that benefit customers, colleagues and firms in equal measure.