Key Points
  • Exploring user trends post COVID-19 to future proof services and businesses
  • Measuring, reporting and demonstrating the value of customer experience strategies
  • Cementing a culture of customer centricity across the whole organisation
  • Utilising technologies to transform services, connect with users and map customers journeys
  • Click Here to Secure your Place


Overview
Confirmed Speakers Include:

  • (Chair) Adrian Swinscoe, Independent Customer Experience Advisor
  • Nicola Millard, Principal Innovation Partner, BT *CX 2019 Award Winner*
  • Mark Billingham, Group Customer Care & CX Director (COO Financial Services), The VERY Group *ECCCS 2021 Award Winner*
  • James Marshall, Head of Customer and Communications, Southampton City Council
  • Dan Eddie, Customer Experience Director, Vanarama *CX 2020 Award Winner*
  • Michael Sherwood, Head of Digital Experience, Atom Bank
  • Elaine Barnes, Chief Customer Officer, Cromwell Group Ltd
  • Louise Durnin, Customer Experience & Marketing Director, Cromwell Group Ltd


As organisations continue to face increased pressures to digitalise their services and communication channels, harnessing customer insights and placing them at the heart of business strategy will remain mission-critical for success.

Westminster Insight’s Transforming Customer Insight & Experience Digital Conference will bring together best practice from across the public and private sector to discuss how to maximise the use of customer insights to power business, better connect with service users and inform organisational strategies.

Hear from industry leaders, Nicola Millard and Mark Billingham (executives at The Very Group and BT) on how to prevent customer insight teams developing in silos by embedding a culture of customer centricity across the entire organisation.

You will learn from partners within the public sector on how to action the voices of service users through high quality customer feedback and a gold-standard complaints culture geared to drive continuous improvements to user experience, product design and service delivery.

Our conference will also explore how to effectively measure, report and demonstrate the ROI of customer experience strategies to power insight-led decisions at the highest level.

Explore how Vanarama (2020 CX Award Winners) are utilising technology to streamline and transform the customer insight function. When is it appropriate to incorporate innovative technologies? What are common challenges and solutions experienced? What are the processes and considerations involved? Join us to gain cutting-edge insight from our expert speakers.

Agenda
Start

09:05 - 09:15
Chair's Opening Remarks

 

09:05 - 09:15
Chair's Opening Remarks

 

Speakers

Adrian Swinscoe Independent Customer Experience Advisor

Read profile


09:15 - 09:45
Keynote Address: Exploring the Future of the Customer Insight and CX Function

 
  • Reviewing how customer routines, behaviours and trends have changed in response to the COVID-19 crisis
  • Leveraging the opportunities presented by COVID-19 to increase the acquisition of insights and forge a new relationship with product/service users
  • Assessing which customer service innovations are likely to persist and what is likely to become post COVID-19
  • Exploring how organisations should respond to the impact of COVID-19 on customer behaviour and the accelerated digitalisation and modernisation of services
09.35 – 09.45  Questions and Discussion

09:15 - 09:45
Keynote Address: Exploring the Future of the Customer Insight and CX Function

 
  • Reviewing how customer routines, behaviours and trends have changed in response to the COVID-19 crisis
  • Leveraging the opportunities presented by COVID-19 to increase the acquisition of insights and forge a new relationship with product/service users
  • Assessing which customer service innovations are likely to persist and what is likely to become post COVID-19
  • Exploring how organisations should respond to the impact of COVID-19 on customer behaviour and the accelerated digitalisation and modernisation of services
09.35 – 09.45  Questions and Discussion

Speakers

Nicola Millard Principal Innovation Partner, BT

Read profile


09:45 - 10:15
Measuring and Reporting on the Strategic Value of Customer Insight and CX Strategies

 
  • Demonstrating the strategic value of customer experience and insights to acquire executive buy-in
  • Exploring how to translate user behaviours, consumer profiles and customer journeys into easy-to-digest reports to inform strategic decisions
  • Assessing the impact of CX strategies to maximise return on investments and outcomes for customers
10:05 – 10:15  Questions and Discussion

09:45 - 10:15
Measuring and Reporting on the Strategic Value of Customer Insight and CX Strategies

 
  • Demonstrating the strategic value of customer experience and insights to acquire executive buy-in
  • Exploring how to translate user behaviours, consumer profiles and customer journeys into easy-to-digest reports to inform strategic decisions
  • Assessing the impact of CX strategies to maximise return on investments and outcomes for customers
10:05 – 10:15  Questions and Discussion

Speakers

Mark Billingham Group Customer Care & CX Director (COO Financial Services), The Very Group

Read profile


10:15 - 10:45
Joint Session: Fostering a Customer Centric Culture to Drive Performance and Profitability

 
  • Exploring how to cement customer experience at the centre of strategy to drive product and service success
  • Creating direct communication channels between executives and delivery teams to enable insight-led decision-making at the highest level
  • Discussing the connection between great employee and customer experiences
  • Improving interoperability to mitigate the impact of remote working on customer insight and engagement
10:35 – 10:45  Questions and Discussion

10:15 - 10:45
Joint Session: Fostering a Customer Centric Culture to Drive Performance and Profitability

 
  • Exploring how to cement customer experience at the centre of strategy to drive product and service success
  • Creating direct communication channels between executives and delivery teams to enable insight-led decision-making at the highest level
  • Discussing the connection between great employee and customer experiences
  • Improving interoperability to mitigate the impact of remote working on customer insight and engagement
10:35 – 10:45  Questions and Discussion

Speakers

Elaine Barnes Chief Customer Officer, Cromwell Group Ltd

Read profile

Louise Durnin Customer Experience & Marketing Director, Cromwell Group Ltd

Read profile


10:45 - 11:05
Break

 

10:45 - 11:05
Break

 

11:05 - 11:35
Utilising Technology to Digitally Transform the Customer Insight and Experience Function

 
  • Exploring the achievements, challenges and solutions realised through Vanarama’s digital transformation
  • Utilising technology to effectively generate, capture and leverage customer insights
  • Digitising services to strengthen customer engagement through the use of technology
11:25 – 11:35 Questions and Discussion

Speakers

Dan Eddie Customer Experience Director, Vanarama

Read profile


11:05 - 11:35
Utilising Technology to Digitally Transform the Customer Insight and Experience Function

 
  • Exploring the achievements, challenges and solutions realised through Vanarama’s digital transformation
  • Utilising technology to effectively generate, capture and leverage customer insights
  • Digitising services to strengthen customer engagement through the use of technology
11:25 – 11:35 Questions and Discussion

11:35 - 12:35
Delivering Excellence in Customer Service and User Experiences at the Heart of Public Services

 
  • Delivering robust customer surveys to drive continuous improvements to customer experience, product design and service delivery
  • Utilising feedback to enhance the quality of customer interaction, enable users to co-design services, and drive culture changes within customer-facing teams
  • Identifying the success and failures of UX strategies to maximise tight budgets and ensure return on investments

11:35 - 12:35
Delivering Excellence in Customer Service and User Experiences at the Heart of Public Services

 
  • Delivering robust customer surveys to drive continuous improvements to customer experience, product design and service delivery
  • Utilising feedback to enhance the quality of customer interaction, enable users to co-design services, and drive culture changes within customer-facing teams
  • Identifying the success and failures of UX strategies to maximise tight budgets and ensure return on investments

Speakers

James Marshall Head of Customer and Communications, Southampton City Council

Read profile


12:35 - 13:00
Best Practice Case Study – Delivering an Effective CX Strategy within the Private Sector

 
  • Undertaking proactive qualitative and quantitative research to identify service user’s hidden needs and inform effective CX strategies
  • Understanding service touch points and user needs through feedback and user insights to deliver leading end-to-end customer experiences
12:50 – 13:00  Questions and Discussion

12:35 - 13:00
Best Practice Case Study – Delivering an Effective CX Strategy within the Private Sector

 
  • Undertaking proactive qualitative and quantitative research to identify service user’s hidden needs and inform effective CX strategies
  • Understanding service touch points and user needs through feedback and user insights to deliver leading end-to-end customer experiences
12:50 – 13:00  Questions and Discussion

Speakers

Michael Sherwood Head of Customer Experience, Atom Bank

Read profile


13:00 - 13:05
Chair's Closing Remarks

 

Speakers

Adrian Swinscoe Independent Customer Experience Advisor

Read profile


13:00 - 13:05
Chair's Closing Remarks

 

End

Speakers

Elaine Barnes Chief Customer Officer, Cromwell Group Ltd

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Mark Billingham Group Customer Care & CX Director (COO Financial Services), The Very Group

Read profile

Louise Durnin Customer Experience & Marketing Director, Cromwell Group Ltd

Read profile

James Marshall Head of Customer and Communications, Southampton City Council

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Nicola Millard Principal Innovation Partner, BT

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Michael Sherwood Head of Customer Experience, Atom Bank

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Venue details

Digital Event Broadcast Live


Speakers
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