Book Launch: Start with the Customer

We have a limited number of tickets to the special launch of a new book: Start with the Customer by Peter Cross with Jo Causon taking place on the 9th September at Samsung KX. This event brings together leading industry professionals to explore how organisations can build service cultures that meet the demands of today’s customer.

Start with the Customer aims to reframe your understanding of the modern customer, guide you through the forces shaping their behaviour, reveal the golden rules and cardinal sins of service and help you build a world class service culture, fit for whatever you’re selling and wherever you’re selling it.

This in-person launch will include a welcome from the authors, selected readings, and a dynamic panel discussion, providing attendees with a first look at the key themes and insights from the book.

Agenda:

• 08:45 am: Arrivals and refreshments
• 9:00 am: Welcome and introductions – Siobhan Jared, Senior Customer Experience Manager, Related Argent
• 9:10 am: Author talk: Peter Cross, Customer expert, Retail Consultant and Speaker
• 09:20 am: Author talk: Jo Causon, CEO, The Institute of Customer Service
• 09:30 am: Panel discussion & Q&A
• 10:15 am: Networking
• 10:45 am: Event close

Panel:

• Jo Causon, CEO, The Institute of Customer Service (Chair)
• Peter Cross, Customer Expert, Retail Consultant and Speaker
• Joe Richardson, Operations Director, Octopus Energy
• Jo Moran, Former Head of Transformation – Stores and Property at Marks & Spencer
• Oke Eleazu, Founder/CEO of Elevate Colour

If you have any queries, please email icsevents@icsmail.co.uk.