04 - 05 December, 2018 | Hilton London Kensington, London, United Kingdom

Ulla Jones


Design Strategist, Omni Channel Experience
OP Financial Group


11:00 AM Panel Discussion: Creating a Customer Centric Culture: Top Down and Bottom Up

  • What are the key considerations when setting a vision and mission for the CX strategy?
  • What are the best ways of communicating the strategy and should it come from the top?
  • What are the benefits of empowering front and back facing staff to take ownership of the customer experience and how can you ensure it is put into practice?
  • How can you promote and reward a customer centric culture?
  • What techniques can you use to ensure the customer is placed at the heart of proposition strategy?
  • How can technology support the CX strategy and enhance customer experience? What types of technology are currently driving the best results?

12:00 PM Improving Customer Experience by Enhancing Employee Engagement: Happy Staff = Happy Customers

  • Improving customer attraction and retention, raising customer satisfaction and improving customer performance by putting employee experience at the core of your business
  • Developing metrics to measure employee engagement and determine areas of improvement
  • Creating the right culture: Setting and sharing a clear vision, purpose and mission formed around CX values 
  • Investing in employees: Providing the right digital tools, training and support to ensure they are fully equipped to deliver outstanding service
  • Leveraging employees as a source of CX insight to improve products and processes


Check out the incredible speaker line-up to see who will be joining Ulla.

Download The Latest Agenda