Breakthrough for customers

Take a choice of two ‘HOWTO’ Sessions as we look to help you develop your Assessment Frameworks, and how you can deliver actionable Customer Insight.  Learn from experienced practitioners and best practice materials in a fun bite sized training sessions which will help you take usable tips and techniques straight back to your operation.  Understand if you’re fit for purpose, how you can bridge your gaps and make the right choices whilst developing your future state.  Pulling from a library of great case studies and learning material the Forum’s Chris Rainsforth & Ian Robertson will lead you through this exciting session aimed at giving you essential learning for your journey ahead.


Jonathan Moore – MI Manager at RSA
Jon Moore leads the Operational MI Team at RSA, Jon has worked in the financial services industry for over 25 years, and the last 12 years at RSA Insurance. Excelling in leadership and process improvement Jon has successfully undertaken a wide range of roles during his career within areas including Capacity Planning, Call Centre Management, Business Process Re-Engineering, Business Analysis, Customer Engagement, Relationship Management and Operational Management. Jon moved into his current role leading the Operational MI team just over 3 years ago. Where he has changed the perception of the MI team from “willing amateurs” to “focused professionals”.