What is the content for the 2018 Annual Conference?
Keeping ahead of the curve
Jo Causon, CEO, The Institute of Customer Service
Jo outlines the primary disruptors affecting the worldwide economy and discusses the organisational impact they are having. Customer service is the common thread which will produce consistency, resilience and provide the best opportunity for success. This session navigates the political uncertainty and the new landscape it creates, identifies the criticality of measuring customer service ROI, highlights the unrelenting technological developments, shows the areas of highest risk and then maps the galvanising aspects providing game changing strategies for the future.
Embracing customer power to achieve positive change
Matt Rogan, Chairman, Two Circles
The sport industry is changing faster than many other sectors, and as competition for the leisure pound increases, there has been a need to professionalise and digitise in the area of service quality, and to do so at pace. This has created an imperative for internal and external change over the last 5 years in particular, where many (but by no means all) have risen to the need for change. Matt discusses how these, and many other changes are helping to re-position sport as a customer-centric operation. Proving that organisations can grow in a seemingly shrinking market by delivering high quality service to customers, even in a turbulent economic environment.
What does it mean to live in a chaotic world
Steve Holliday, DEFRA Lead Non-Exec Director, former CEO National Grid
Steve reflects on his extensive experience of running an international organisation and looks at the ‘new order’ necessary to compete in today’s economic chaos. From leadership to the economy, from the environment to security, Steve’s insights will help make sense of what’s happening now and what’s likely to happen next.
Changing perceptions and reaching new markets
Jacqueline Gold, CEO, Ann Summers & Knickerbox
Taking a taboo subject and making it mainstream is Jacqueline Gold’s ground-breaking achievement. She was a forerunner to many of the new divergent customer service strategies supplying difficult-to-reach markets. This session reveals valuable insights into retail and reflects the determination of the woman who was committed to making change happen. Jacqueline reflects on the challenges faced by new entrants to the market place, and how those challenges can be overcome for the good of the customer.
Sustainable success for tomorrow’s world
Alison Jones, Director of Volkswagen UK
The automotive industry is undergoing technological change requiring a complete transformation from a customer, technology and service perspective. As connected vehicles, autonomous remote diagnosis, and e-mobility become more mainstream, Alison explains how Volkswagen are making a decisive contribution to shaping the industry for today’s changing market and customers as well as tomorrow’s customers’ expectations and business model.
Adapting to unpredictability
Giles Hawke, CEO, Cosmos
Uncertainty has again become a consideration in business continuity planning and in the customer’s psyche, affecting buying patterns and decision making. This may be due to uncertain political expectations both in the UK and overseas, terrorism, massive currency devaluation or changing legal challenges such as GDPR or PCI compliance. All of these factors present holiday firm, Cosmos, with the perfect storm. Giles explains the effects of such uncertainty on a macro level from the business perspective, and on a micro level when tragedy strikes - explaining what game changing strategies can be implemented practically to offer calm reassurance and a consistent level of service under extreme pressure.
Improvisation – and its new place in the service mix
Neil Mullarkey, communication expert, author of Seven Steps to Improve Your People Skills and founder-member of the world-famous improv troupe the Comedy Store Players
Improvisation – and its
This innovative interactive session outlines the importance of people skills in creating positive business outcomes. At a time when AI is becoming more prevalent, Neil’s presentation serves to energise organisations to maximise their human resource and achieve richer interactions and added value through the adaptive power of improvisation.
Implementing change while retaining service levels
Mark Thomson, Director General, Her Majesty’s Passport Office
When Mark and the HMPO embarked on an ambitious transformation programme lasting until 2020, the business environment and the economic backdrop looked very different. Here Mark discusses the challenges and the benefits of embracing digital technologies while retaining service levels. Managing customer demand, introducing intelligent data solutions and delivering efficiency through digital services whilst maintaining service levels with a reducing headcount is a challenging task. In this session Mark explains how HMPO made it work in its favour.
Negotiating a positive outcome for all
Sir Brendan Barber, Chairman, Advisory, Conciliation and Arbitration Service (ACAS)
The employment landscape is changing fast with new business models, zero hours contracts and all the uncertainties of Brexit and the fourth industrial revolution coming down the track. Brendan will
discuss not only the debate on possible changes in public policy but how employers themselves might respond in this changing world.
Creating reputation through customer service
Joe Gordon, Head of first direct
In a world where the biggest taxi firm doesn't own any cars, where the biggest accommodation provider doesn't have any real estate, and where the biggest news website doesn't own any content – first direct is playing its part in shaping what banking will look like in the new world. Joe’s ethos of making a difference through service provides an insight into how customer service strategy is driving the agenda, whilst embracing change in all its formats.
Striving for peak performance
Dr Steve Bull, Coaching Psychologist, GamePlanCoach
Steve discusses his performance psychology at work, in work, and for work. He outlines the way in which leaders can create a high-performance environment in the workplace now and in the future. Having coached CEOs, Olympic gold medalists, and the England cricket team, in this motivational session he will impart methods to instill game-changing thinking in your teams and help your organisation win in an unpredictable environment.