This CPD accredited conference has gained a reputation for delivering leading-edge world class case-study led content in a business-like yet informal atmosphere which is conducive to delegate, speaker and sponsor networking. It’s a place both to learn and to do business.
Case studies included: M&S, BT, Dixons Carphone, Sky, Barclays, SureFlap, Virgin Atlantic and more..Click here to view agenda
Following on from the success of our inaugural Internal Communications Directors Forum last year we take an in depth look at the fast changing world of internal communications and how it is increasingly taking on the critical employee engagement role that has too often been neglected by those in HR.
Case studies included: Oxfam, ITV, The Co-Operative, Visa Europe, BT and more..Click here to view agenda
Our customers, their expectations, their journey, and the ways in which they interact with organisations have changed almost beyond recognition over the past few years. Organisations must also transform if they are to thrive in this Brave New Customer World.
Case studies included: Google, RS Components, Great Western Railway, Lloyds Banking Group, Transport for London, Sony and more..Click here to view agenda
When it comes to our people then Reward, Recognition and Retention are most definitely the three R’s of engagement.
Case studies included: Starbucks, Barclays, Three, Anchor Trust, SNC-Lavalin Rail & Transit, The Association for Business Psychology, Engaging Service & Real Results.Click here to view agenda
This Forum looked at how customer behaviour and expectations are changing at a dramatic and accelerating pace. It is vital for organisations to keep up with their customers’ journey or they will lose them, and this Forum brought those at the forefront of the industry along to aid our delegates in developing innovative strategies that keep abreast and indeed ahead of customer demands.Click here to view agenda
This year’s Forum focused on new developments such as the ever closer links being forged between the Voice of the Customer and the Voice of the Employee.
Strategies that are evolving around VOC and VOE are some of the most dynamic in the customer and employee engagement space and this Forum featured a roster of case studies to reflect this changing landscape.
Delegates heard how successful VOC programmes are evolving and delivering valuable insights and driving employee and customer engagement, enabling them to help implement their own strategies for long term success.
Speakers included: Metro Bank, Three, Nationwide, IHS, SACO Serviced Apartments and more.Click here to view agenda
We take a long hard look at the fast changing world of internal communications. The way we work is changing rapidly. Our people are becoming more mobile with access to more and more sophisticated technology. The way we communicate with our people must also change and this Directors Forum will look at how organisations are grappling with the challenges thrown up by the seismic changes in the way we work and focus on those organisations that are driving towards competitive advantage by getting their employee communications strategies right. Speakers: HSBC, Specsavers, Tata Consulting, Direct Line, Capital One, Oxfam, MetLife, RSA, LV=
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Over the past five years customers and the way they interact with organisations have changed almost beyond recognition. Organisations must also transform if they are to thrive in this Brave New Customer World. The old command and control way of thinking has to be consigned to the dustbin of history. Organisations need to ditch their siloed approach and re-organise themselves so that they mirror and enhance the omnichannel customer journey.
There is a growing need for a Customer Hub where people with complementary skills from all areas of the organisation, front, middle and back office, come together with the customer at the heart of the conversation. This means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees.
Case Studies included: Atom Bank, Nationwide, BP Group, Equiniti, BT. Expert Speakers include: Henley Business Centre, Forrester, Brainfood Consulting.
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The financial services sector is beginning to bounce back from the huge loss of trust engendered by the global financial crisis and dubious business practices impacting negatively on their customers. There is still much to be done however as financial services organisations need to do more to win back that trust from increasingly technically savvy and often wary customersClick here to view agenda
The Forum will show how leading retailers are deploying winning customer engagement strategies that are designed to engender consumer loyalty and greater wallet share in a hugely competitive marketplaceClick here to view agenda
How successful voice of customer programmes are evolving and delivering valuable insights and driving customer engagementClick here to view agenda
The Telco and Utility sectors are both facing a number of challenges when it comes to engaging customers across channels, with both sectors consistently scoring low across a raft of respected customer satisfaction surveys.
Both face challenges in the perception of where the customer lies within their organisations and much work needs to be done – particularly in the utilities sector where accusations that the Big Six utilities effectively run a cartel are ongoing – and where Government is stepping in to control pricing.
This Directors Forum will investigate the issues that face these troubled sectors in turbulent times in terms of their customer engagement strategies in an increasingly regulatory environment and shine a light on the best way
forward for sustainable success.
The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven there is a clear path from engaged employees to engaged customers to improved performance and profitability – and yet two in three employees remain disengaged.
This Directors Forum will lift the lid on the employee and customer engagement strategies that are making some organisations winners and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders to gain competitive advantage.
This high level Directors Forum will demonstrate how understanding that building relationships with customers through social/mobile networks rather than trying to take control is the key to your future successful Social Business strategies, delivering long term business benefits and sustained competitive advantageClick here to view agenda
The Financial Services sector is under continuing pressure to get its customer offering back on track.
That pressure comes from consumers, who have lost trust in the sector for a whole host of reasons,and also from regulatory bodies who are continuing to introduce a roster of changes that impact on the relationship between financial services providers and those who use their products and services.Click here to view agenda
The retail sector is in a state of major flux and there will continue to be winners and losers as consumer behaviour controls the sector. While the squeeze on consumer spending is having an often detrimental impact on the High Street, online retail sales are continuing to enjoy exponential growth as customers use their smartphones and tablets for shopping and savvy retailers market to these geographically sensitive devices.Click here to view agenda
This Forum will examine the key challenges and issues facing customer experience leaders in the evolution of their Voice of The Customer strategies as part of an overarching employee and customer engagement approach.Click here to view agenda
The relationship between employee and customer engagement performance and profitability becoming one of the hottest of all strategic business issues. The need for organisations to engage and properly direct their people in tough economic conditions is one of the biggest boardroom issues of our times and is being taken seriously at the very highest levels of business and government.
This Directors Forum will lift the lid on the employee and customer engagement strategies that are making some organisations winners and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders to gain competitive advantage.Click here to view agenda
A recent report from KPMG suggests that the public sector is showing the private sector the way forward when it comes to use of social media both for its employees and its customers.
Indeed the public sector is proving to be increasingly innovative and imaginative in the ways in which it engages with its stakeholders in the light of tough economic conditions when budgets are being continually scrutinised and cost savings are high on the agenda.
This Directors Forum will take a close look at the public sector and how it is
engaging its internal and external stakeholders, and focus on some of the ground breaking best practice.
This Directors Forum will highlight the key issues and challenges facing the much maligned financial services sector and its relationships with customers against a backdrop of continued difficult economic conditions. It will offer practical solutions to these challenges for a troubled sector. It will drill down to the core of the problems and help delegates find the best way forward.Click here to view agenda
The rise and rise of mobile customer engagement has been instrumental in changing the whole face of customer relationships. Today’s customer has more power, a greater say in how an organisation designs its products and services and is more likely to take the opportunity to have their say.
This Directors Forum will examine the issues, challenges and opportunities around mobile customer engagement and how savvy organisations are working with this burgeoning channel to market to gain competitive advantage.Click here to view agenda
A major global research report shows that four out of five B2B organisations give overall responsibility for customer engagement initiatives to a vice president or director-level executive – and half of these organisations have increased investment in customer engagement and experience over the past five years.
This Directors Forum will examine the growing recognition of the business critical nature of B2B Customer Engagement and the key trends and challenges impacting this dynamic sector where the engagement stakes are higher than ever before and where insight and understanding within close-knit relationships are key to success.Click here to view agenda
The retail sector is in a state of flux. While the squeeze on consumer spending is having a largely detrimental impact on the High Street, online retail sales are continuing to enjoy strong growth. And while a number of well known retail brands have disappeared over the past couple of years, others are not only surviving but thriving as they adopt winning customer engagement strategies.
This Directors Forum will take a look at the key issues, challenges and trends in this fast moving and volatile industry sector. It will spotlight the developing dynamic in relationships between retailers and their customers in an increasingly multichannel environment, and how fundamental changes in consumer behaviour are impacting on retailers as they strive for sustainable success.Click here to view agenda
Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the Voice Of the Customer is critical to the development of customer engagement strategies. Strategies around customer feedback and feeding
back on feedback, closing the feedback loop, are business critical issues.
This Directors Forum will examine the key challenges and issues facing customer experience leaders that are impacting feedback, and Voice of The Customer strategies as customers increasingly become a central part of
the development of engagement strategies.
This Directors Forum will lift the lid on the employee engagement strategies that are making some organisations winners in the battle for customer loyalty, and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders and to gain competitive advantage.Click here to view agenda