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Conference Day Two - Thursday 7th December

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

9:30 AM - 10:00 AM KNOWING YOUR CUSTOMER

Julian Sills, Head of Customer Experience, Santander
  • How to reach a large customer base
  • Customer Perception: how to use data effectively
  • Promoting internal communication to expand the reach of the company – overcoming culture of discretion
  • Collecting the right sort of data: Using innovative design to create a customer picture


Julian Sills

Head of Customer Experience
Santander

10:00 AM - 10:30 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

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

11:00 AM - 11:30 AM 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

11:30 AM - 12:15 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™

12:15 PM - 1:00 PM ROUNDTABLE: CROSS INDUSTRY DISCUSSION ON DELIVERING CUSTOMER EXPERIENCE

Carl Lyon, Professional Facilitator, Thought Leader and Author, Perpetual Experience™
Attendees can choose a table led by a panelist from the previous session to discuss and present thoughts on the different factors that affect how industries deliver customer experience and how we can transfer that into FS.


Carl Lyon

Professional Facilitator, Thought Leader and Author
Perpetual Experience™

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

2:00 PM - 2:30 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

2:30 PM - 3:00 PM 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

3:00 PM - 3:30 PM Afternoon coffee & networking

3:30 PM - NaN:NaN AM INSTILLING A LASTING CULTURE OF CUSTOMER CENTRICITY

Nils Schmeling, CX Navigator: currently Head of Innovation and Start Up at ING, 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 Head of Innovation and Start Up at ING
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 Head of Innovation and Start Up at ING
N3W Strategy

4:45 PM - 5:00 PM Chairman's closing remarks

5:00 PM - 5:00 PM End of conference