Conference Day Two - Thursday 7th December

9:00 AM - 9:30 AM Registration and networking coffee

9:30 AM - 10:00 AM GETTING THE EXPERIENCE RIGHT: BY DESIGN

Anna Wilcox, Head of Customer Experience, Bupa
Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeing needs. Our purpose is helping people live longer, healthier, happier lives.
  • Using immersion and research to understand the current customer experience
  • Creating a compelling vision of the target customer experience
  • Implementing your target customer experience approach
  • How can you ensure all your colleagues and partners embrace your customer experience strategy and deliver it on every occasion?


Anna Wilcox

Head of Customer Experience
Bupa

10:00 AM - 10:30 AM MOVING CX DESIGN TO A MORE STRATEGIC PLACE IN YOUR ORGANISATION

Ulla Jones, Design Strategist, Omni Channel Experience, OP Financial Group
  • Implementing change; taking a look at where OP Finance were with their CX strategy when they made the decision to change
  • Organising team structure to move CX strategy to C-Level
  • Measuring the success of CX design


Ulla Jones

Design Strategist, Omni Channel Experience
OP Financial Group

10:30 AM - 11:00 AM Morning coffee & networking

11:00 AM - 11:30 AM BUILDING A CUSTOMER FOCUSED CULTURE INTO THE DNA OF YOUR BUSINESS

  • The role of leadership in transforming an organisation’s culture
  • Measuring customer satisfaction and continually evolving your CX strategy to need the expectations of your customer
  • Individualising your CX
  • Maintaining a continued discussion about customer experience across the business


11:30 AM - 12:00 PM MAKING THE CUSTOMER EXPERIENCE MAGICAL

Christina Dolding, Head of Customer Experience and Innovation, Old Mutual Wealth
  • Business benefit of unexpected acts of kindness
  • Can you teach your employees to be empathetic with your customer?
  • How do you measure your employees are tailoring approach according to the customer


Christina Dolding

Head of Customer Experience and Innovation
Old Mutual Wealth

12:00 PM - 1:00 PM CROSS INDUSTRY PANEL: WHAT CUSTOMERS EXPECT

Carl Lyon, Professional Facilitator, Thought Leader and Author, Perpetual Experience™
  • Learn from leading brands in industries such as telecom etc. as to how they deliver an optimum customer experience
  • What is the value of customer experience to these industries?
  • How do they accomplish customer centricity


Carl Lyon

Professional Facilitator, Thought Leader and Author
Perpetual Experience™

1:00 PM - 2:00 PM Lunch & networking

2:00 PM - 2:30 PM USING PSYCHOLOGICAL SCIENCE TO KNOW YOUR CUSTOMER AND COMMUNICATE WITH THEM MORE EFFECTIVELY

Dr Simon Moore, CEO and Psychologist, Innovation Bubble
  • How to start building the most engaging digital platforms from a behavioural perspective
  • How the brain works in terms of processing, interpreting and understanding the digital side of your brand
  • How you can get to know who your customers are on a needs and values level and how best to communicate with them
  • Case studies will be used to illustrate how effective psychology can be in augmenting FS customer experience


Dr Simon Moore

CEO and Psychologist
Innovation Bubble

2:30 PM - 3:00 PM INSTILLING A LASTING CULTURE OF CUSTOMER CENTRICITY

Nils Schmeling, CX Navigator: currently customer lead at ING startup, N3Wstrategy, N3W Strategy
  • The secret of the customer centricity approach of worldclass organisations
  • How to measure the successful implementation of customer centricity
  • The role of leadership in changing the culture of an organisation
  • How to make your brand synonymous with customer centricity from the beginning of the customer journey


Nils Schmeling

CX Navigator: currently customer lead at ING startup, N3Wstrategy
N3W Strategy
  • The story behind the CX drivers & worldclass organisations examples
  • Moving CX culture up the hierarchy
  • The role of the behavior and actions of leadership in achieving customer centricity
  • Balancing priorities: CX, efficiency and profit
  • The need to learn from benchmarks outside your business to outperform your CX


Nils Schmeling

CX Navigator: currently customer lead at ING startup, N3Wstrategy
N3W Strategy

4:00 PM - 4:15 PM Chairman's closing remarks

4:15 PM - 4:15 PM End of conference