Knowledge - Insights: Chair Reports

Summit Hall Chair Report

We opened in the Blue Hall after coffee looking at how Voice of the Employee had been front and centre of the business for Formica’s European Business, where in 2015 engagement figures had ebbed to less than 50%. Emma Dixon, joining Formica after a spell at BT, showed us how leadership development can support the culture change from a low skill, low accountability, them and us leader-worker climate to a much more communicative, ‘one team’ ethos-driven, performance culture. Key features of this great programme were the coarticulation of key behaviours with the workforce, and the use of storytelling and strengths psychology to get people bringing their real selves to work.
Moritz Dinger of Capita Transformation highlighted the critical balance needed when businesses implement their lean strategies for digital transformation with the need to get clear insights into the people impacts of such change – the need to get people on board with the change process. Taking the right steps to modernise the working culture with the deep level behaviour change that supports it can help achieve the desired CX in a way that is more complete and longer lasting.
At St. Andrews Healthcare, Martin Kersey, works with some of the more vulnerable people in our society. He spoke about the challenges of getting and keeping people engaged when they can be on the receiving end of some rough treatment including verbal and physical abuse. Martin spoke about how he gets patients themselves playing a pivotal role in helping St Andrews pinpoint the best ways to help them as “noone knows what it’s like being a patient than a patient”. Martin uses these insights to inform the design of the entire employee journey.

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Chair Report – Customer Engagement Summit 2018 – Nick Brice

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