Customer Service 2019: Purpose, Relevance and Impact - Navigating the new reality
Registration, coffee and exhibition began from 8am, with the Conference commencing at 9.15.
Welcome from Host
Nina Hossain, CEO, award winning journalist and ITN newscaster
Criticality of service for the new world stage
Jo Causon, CEO, The Institute of Customer Service
Jo outlines the criticality of customer service for a successful transition into new markets and discusses the importance of maintaining purpose and keeping relevant to seize new opportunities.
Ideal for those looking to keep perspective and who need to reinforce the importance of customer service as a strategy for success in the new economy post Brexit
How to stay relevant to a changing and emerging customer demographic
Derek McManus, Chief Operating Officer, O2
Derek explains how O2 has remained relevant to a growing and changing customer-base and looks at different approaches organisations can use to satisfy future customer demands.
Ideal for those wanting to understand how to keep ahead of demand from an organisational strategic standpoint as well as from the service delivery perspective
Crossrail: Imagining success, creating greatness
Sir Terry Morgan MBE, Former Chairman, Crossrail
Having an unpredictable economy or flatlining growth is a challenge for any organisation. Imagine then, having to plan for Europe’s largest construction project costing over £15bn and taking over a decade to complete. For 10 years this former Chairman of this massive infrastructure development brought world class leadership, and here he explains how to remain focused on purpose, how to keep relevant and the importance of staying aware of impact when there is no certainty on the horizon.
How to remain relevant in a changing marketplace
Jamie Cole, Senior Vice President Global Channels, Intercontinental Hotel Group
Jamie explains how digital extends relationships and impacts customers. He discusses how to react to challenger brands and gives his take on how geeky tech today is tomorrow’s mainstream.
For anyone needing to make the case for more digital inclusion to enhance service reputation and for those affected by competition from challenger brands
Resilience from relevance – a positive retail experience
Ben Fletcher, Managing Director, Clarks
Ben shares his experiences of keeping an established brand nimble enough to react positively to market changes, especially when hit with cost pressure, price resistance and online competition.
Everyone is facing these three challenges, so why not benefit from the experience of a successful case study in how to succeed despite the odds, and see how much you can deploy in your own organisation?
Embracing customer power to achieve positive change
Liv Garfield, Chief Executive, Severn Trent Water
With customers becoming more powerful, competition more open; and environmental aspirations at the forefront, Liv looks at the impact on measurement, impact for stakeholders and how the economy impacts the success of an organisation.
This is for those facing the conundrum of establishing what customer demands will be, in what economic climate and how social conscience will affect customer choice
The Real Debate – What is the purpose of business:
Does business exist for its customers or its stakeholders
Joe Lane, Principal Policy Director, Citizens Advice
Sarah Threadgould, Group Marketing Director, Which?
Oke Eleazu, Chief Operating Officer, Bought By Many
Kai Peters, Pro-Vice- Chancellor (Faculty of Business and Law), Coventry University
Does UKplc have the balance right and should those who have the least, pay the most, for access to products and services or are shareholder dividends the primary driving force generating jobs and fuelling the economy?
Ideal for anyone charged with justifying pricing policy or establishing their social credentials to a changing or evolving customer base. Will your mind be changed?
The changing face of organisational purpose
Angela MacDonald, Director General Customer Services, HMRC
Angela shares her views on organisational purpose and the part this plays in a modern economy, relating the importance of the public sector recognising its service users as customers and how purpose needs to change in response to new customer expectations.
This will serve to support anyone determined to put customer service at the heart of its operations and makes the business case for change
Better statistics, better decisions
Jonathon Athow, Deputy National Statistician and Director General for Economic Statistics, Office of National Statistics
As Deputy National Statistician for Economic Statistics, Jonathan’s responsibilities include economic growth, inflation, unemployment and the balance of payments. In this session he discusses his insights into the key economic issues of the day, and the outcomes from the quarterly Economic Forum where business economists, government officials, academics and the media join the discussion on issues relating to the measurement of the economy.
Here today ... here tomorrow. A simple formula for continued success
Sir John Timpson CBE, Chairman, Timpson
Sir John Timpson has played a key part in helping Timpson change, survive and flourish. He reveals the secret behind its customer service success, which defines the company culture and will do for many years to come.
This will reinforce the case for those who believe that customer service will be the key differentiator in any economic environment – especially when underpinned by strong business morals
17.00 Conference close