12-14 November 2024 | Hilton Syon Park, London
Agenda Day Three - Thursday 14th November 2024 [GMT]
Discover all the informative sessions, interactive discussion groups and networking opportunities from Day Three of CCW UK Executive Exchange.
8:00 am - 8:30 am
REGISTRATION & NETWORKING BREAKFAST
8:30 am - 8:35 am
CHAIRPERSON'S OPENING REMARKS & WELCOME
8:35 am - 9:00 am
PRESENTATION: SEW DE&I INTO THE FABRIC OF YOUR BUSINESS: ENSURE YOUR CUSTOMER BASE IS REFLECTED AT ALL LEVELS OF YOUR ORGANISATION TO BETTER UNDERSTAND CUSTOMER NEEDS
Samantha White -
Managing Director | Head of Specialist Customer Care,
Barclays
Working with vast customer demographics with varied needs, it is imperative to businesses today and in the future that the diversity required to empathise with customers stems beyond front-line agents in the call centre. This is something Sam and her team recognised and worked tirelessly to action within their organisation. Through a structured framework to ensure service is at the heart of everything they do, implementing regular 1:1’s and observing key moments within the service operation, Barclays NPS scores have seen a huge increase as a result.
In this session, Sam will share the journey she has been on with her team to truly empathise with their customers, including key group discussion points to benchmark and apply these principles within your own organisation.
9:00 am - 9:40 am
PANEL: REVOLUTIONISING CUSTOMER EXPERIENCE: THE DIGITAL TRANSFORMATION JOURNEY
Rohit Menon -
Vice President - Sales, UK & Europe,
Sutherland
Join us for an engaging panel discussion on the transformative power of digital technology in customer experience. Our expert panelists will explore how businesses are leveraging digital tools to enhance customer interactions, streamline processes, and deliver personalised experiences. We will delve into real-world case studies, best practices, and the challenges companies face in implementing digital transformation. Attendees will gain valuable insights into the strategies and innovations driving the future of customer experience in an increasingly digital world.
9:40 am - 10:05 am
PRESENTATION: STEP INTO THE SHOES OF YOUR CUSTOMERS TO PROACTIVELY SERVICE THOSE MOST VULNERABLE WITH CARE AND GAIN COMPETITIVE ADVANTAGE
Isobel Crosse -
Head of Financial Care,
Santander
- Explore strategies to justify investing in proactive care for your most vulnerable customers to your senior leadership
- Learn best practices on leading with a proactive rather than reactive strategy to servicing those customers who are most in need
- Hear real and measurable metrics of success from organisations who have adopted strategies to protect their most vulnerable customers
10:05 am - 10:15 am
NETWORKING BREAK
10:15 am - 10:45 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
10:15 am - 10:45 am
THINK TANK: BOLSTER CUSTOMER ENGAGEMENT THROUGH USER-LED DESIGN AND DIGITALLY CONNECTED SERVICES IN A LEGACY ENVIRONMENT
Rebecca Gordon -
Head of Online Experience,
Westminster City Council
Deep-dive into specific problem statements in a closed-door environment with an expert thought leader and explore solutions in this safe space with your peers. Limited to 10 pre-registered attendees.
10:50 am - 11:20 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
10:50 am - 11:20 am
SURGERY SESSION: HOW TO LEVERAGE YOUR WRITING AS PART OF YOUR CUSTOMER EXPERIENCE
Harry Ashbridge -
Head of Writing & Customer Experience,
Monzo
Pre-register for a troubleshooting session with our expert speakers! This is your opportunity to get trusted, actionable advice from experts who have successfully navigated your challenges and to engage in meaningful problem solving with your peers. Limited to 7 attendees per session.
11:25 am - 11:55 am
ONE-TO-ONE BUSINESS MEETINGS
Use our concierge service for consultative 1-2-1 meetings to enable much-needed networking and meetings with potential partners.
11:25 am - 11:55 am
THINK TANK: LEVERAGE THE OPPORTUNITY IN EVERY CUSTOMER TOUCHPOINT TO CEMENT BRAND LOYALTY AND ADVOCACY
Sayed Suhail Gaffar -
Vice President, Global Ecommerce,
The Topps Company
Deep-dive into specific problem statements in a closed-door environment with an expert thought leader and explore solutions in this safe space with your peers. Limited to 10 pre-registered attendees.
11:55 am - 12:05 pm
NETWORKING BREAK
12:05 pm - 12:05 pm
EXECUTIVE BOARDROOMS
Join these highly collaborative Executive Boardrooms with a small group of peers facing similar challenges. You will have the choice to attend one of four sessions taking place across multiple tracks.
Kicking off by hearing a success story from a customer management executive, you will dive into interactive discussions immediately after to contextualise your new learnings within your own business. Share your CX insights, troubles, advice and everything in-between!
12:05 pm - 12:05 pm
TRACK A: CUSTOMER FACING TECHNOLOGY & AI
12:05 pm - 12:05 pm
TRACK B: EMPLOYEE EXPERIENCE
12:05 pm - 12:05 pm
TRACK C: CX TRANSFORMATION
12:05 pm - 12:35 pm
TRACK D: DIGITAL CX
12:05 pm - 12:25 pm
SUCCESS STORY: "DON'T MAKE ME WAIT!" OPTIMISE THE UX OF WAITING THROUGH PSYCHOLOGY AND DESIGN
Lisa Fraser -
Executive Director, User Experience Research,
JPMorgan Chase & Co.
Matt Phillips - Executive Director, User Experience, JPMorgan Chase & Co
Matt Phillips - Executive Director, User Experience, JPMorgan Chase & Co
“We’re experiencing a high volume of calls at the moment”, “Your call is important to us”, “Did you know you can also visit our website?” – do these phrases sound familiar? Perhaps they are used on your own customer phone lines; however alongside ever-increasing expectations of efficient service, these industry-standard phrases are no longer sufficient to make your customers feel that you value their time.
In this session, you will learn how to translate academic theories into 7 practical strategies that will allow you to enhance the waiting experience for customers curating happier customer journeys.
12:05 pm - 12:25 pm
SUCCESS STORY: LEVERAGE CUSTOMER FACING AI TO CONTINUALLY IMPROVE YOUR DIGITAL SERVICE OFFERING AND BRING YOUR EMPLOYEES ON THE JOURNEY
Georgia Bradbury-Adams -
Head of Customer Experience Transformation,
Motorway
With AI on the minds of the C-Suite in most organisations right now, it has become a non-negotiable to begin leveraging the technology and reap the rewards it can offer.
Whilst many organisations are still playing catch-up with making their processes as efficient as possible before turning their attention to the novel uses of Generative AI and modern CX tools, Georgia and her team have pressed “go” at a time when risk-averse leaders might not. In this session, learn about the core challenges Georgia faced revamping her CX department to be digitally equipped in a short space of time and more importantly, the results realised.
12:05 pm - 12:25 pm
SUCCESS STORY: HOW ZURICH BECAME MULTI-AWARD WINNERS IN CUSTOMER CARE BY CHALLENGING INDUSTRY STANDARDS
Graeme Mushet -
Head of Express Motor Claims,
Zurich Insurance
In an industry notorious for poor CX practices, Graeme and his team embarked on a 5-year transformation project to move the needle on their reputation as a means of differentiation.
In this session, discover how Zurich elevated their customer service function across all markets, now paying out on 98% of claims in as little as 13 minutes through multiple channels, including WhatsApp. As well as this, hear an honest recount of “what went wrong” within their project to avoid making similar errors during large transformations.
12:05 pm - 12:25 pm
SUCCESS STORY: YOUR WRITING IS YOUR CUSTOMER EXPERIENCE
Harry Ashbridge -
Head of Writing & Customer Experience,
Monzo
Words are almost certainly the main output your company produces: emails, ads, web pages, product descriptions, app content, help articles, T’s & C’s, customer service scripts, complaints responses, and so on. They're probably the main way your customers (current and prospective) experience your communication. But the power they have to shape people's experience is often wildly underappreciated – companies will spend a lot of time and money on some words and give very little attention to others, without realising the damage that does to trust, loyalty and ultimately the bottom line.
We'll take a whistlestop tour through the theory and science behind why language is much more important than most companies realise, and why most business writing just isn't effective. We'll look at how Monzo Bank has used this secret power to rocket to 9 million customers in just 9 years and consistently get industry-leading customer satisfaction scores.
12:25 pm - 1:05 pm
DISCUSSION TIME!
Digest and discuss how you can apply your new learnings from the session above within your own business once you return to the office. Bounce ideas off your peers and the expert thought leader getting real-time feedback and invaluable discussion to consolidate your learnings.
