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Customer Strategy & Planning Agenda 2017

With around 650 delegates expected to attend, Customer Strategy & Planning 2017 will provide inspiration and insight through Innovation Award finalist case studies, keynote presentations, workshops, technology showcases and plenty of time for networking, expert problem solving and breakout discussion. The agenda will be added to over the next few months.

 Conference Agenda Monday 24th April

 08:00 Registration and refreshments - visit the conference EXPO and meet industry suppliers.
 09:00 Breakthrough: Be stimulated and inspired by todays opening speakers to release potential within yourselves, your team and your organisations - and set yourself up for the day ahead.
 10:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers.
  Awards Case Studies Awards Case Studies Awards Case Studies Networking & EXPO

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.
- Pre-arranged meetings
- Specialists groups
- Accreditation clinics

 10:30 TUI: See how key

customer issues were opened up & resolved to achieve Contact Centre Transformation.

Find out more
FCA: Focus on quality of service and

management of risk at this high-profile regulator.

Find out more

BT: Transforming field

service by engineers, giving them autonomy & choice, delivering £25m savings.

Find out more

       
 11:30 L&G: See how people

build success with continuous improvement, engaging people and making change stick.

Find out more

Aegon: Choice

architecture drives better conversations. See proven results from a rigorous pilot programme.

Find out more


Volatility & Flexibility: Hear about the latest

development from members and previous award winners.

Find out more

  Take an early or late lunch to fit with your choice of lunchtime sessions, meetings or networking.
 12:30 Learning & Development:

Innovative members share key success stories and the value that drives in their business. Panel discussion with Q&A.

Find out more

Q Story Showcase:

Practical examples of operational analytics and effective real-time automation.

Find out more

Early Lunch:

Buffet served from 12:30 or join a networking table group (if pre-booked).




Take time over lunch for networking, meetings or to visit the EXPO.

     
 13:10 Analytics Keynote: A case study presentation and the chance to ask questions of professional experts on speech & text analytics.
Workshop: Deepen

your skills on influence & stakeholder engagement: how can we speak the language of the board?

Late Lunch: Buffet served until 13:40 or join a networking table group (if pre-booked).




Take time over lunch for networking, meetings or to visit the EXPO.

   
14:00 Benchmarking & Accreditation: Discover

how pioneering members take key support teams to the next level.

Find out more

Challenge Workshop

for Quality & Customer Experience. Action learning & support, by invitation only. Join the challenge.

Confirmit Voice of the Customer Showcase: Practical examples of what to do and how to do it, if you want to be truly customer-focussed. 


Networking & EXPO:

Take the time to visit the EXPO or set up meetings & round-tables to make the most of your day.


Marketplace: Workshop round-tables on topic areas prioritised by members.
14:00 Planning: Take time to

learn from experienced planning professionals and share insight with other members.

Insight: Take time to

learn from experienced insight professionals and share insight with other members.

Professional Development: Take time to learn from experienced professionals and share insight with other members.

15:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers.  
15:30 Digital Transformation:

Insight on the latest developments. Panel discussion with expert speakers and Q&A.

Find out more

Challenge Workshop

for Data, Analytics & Insight. Action learning & support for, by Invitation only. Join the challenge

Networking & EXPO:

Take the time to visit the EXPO or set up meetings & round-tables to make the most of your day

Leadership Forum:

Releasing Potential: Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only. 


Marketplace: Workshop round-tables on topic areas prioritised by members.
15:30 Customer Experience:

Take time to learn from experienced professionals and share insight with other members.

Planning: Take time to learn from experienced professionals and share insight with other members.

Professional Development: Take time to learn from experienced professionals and share insight with other members.
   
16:30 Keynote:  Enjoy powerful keynote speakers.

Discover how to behave with purpose and pioneer breakthrough. Explore how to make the most of your potential as a professional. Take today's inspiration into your workplace.

Workshop: Nick Herbert explores what good looks like for customer emails, with practical, powerful tips on how to write successfully.

Find out more

 17:45 Networking Event: Join us for drinks, games & other activities to meet industry leaders, colleagues and members.
 20:00 Networking evening: After dinner, join us in the bar area, develop your network and enjoy the games and other activites. Make sure you collect your drinks voucher from the stand during the conference.

 

 Conference Agenda Tuesday 25th April

 08:00 Registration and refreshments - visit the conference EXPO and meet key industry suppliers
 09:00 Breakthrough: Be stimulated and inspired by todays opening speakers and set yourself up for the day ahead.
 10:00 Refreshments and networking - visit the conference EXPO and meet key industry suppliers
  Awards Case Studies Awards Case Studies  Awards Case Studies  Networking & EXPO 

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.
- Pre-arranged meetings
- Specialists groups
- Accreditation clinics

 10:30 HSBC: See how assisted

customer journeys are transforming customers' experience.

Find out more
Staples: Insight,

resourcing & operational transformation across Europe.

Find out more

IFDS:  See how

productivity in the back office has jumped with operational engagement, focus and the use of gamification.

Find out more

     
 11:30 Shop Direct: Outsourcing

& digital transformation, see what successful outsourcing partnerships can deliver.

Find out more

Sky Bet: Segmentation: Creating a culture of experts, doubling the customer base and managing volatile demand.

Find out more

Three Ireland: See

how the creativity of individual analyts made possible visual, multi-channel, real-time dash boards.

Find out more

Meetings & Round Table

  Take an early lunch to fit with your choice of lunchtime sessions, meetings or networking
 12:30

Benchmarking & Accreditation: Discover how pioneering members raise standards, taking Planning, Insight & Quality to the next level.

Find out more

injixo Showcase – Agent Engagement: How to Nail It There is plenty of evidence that happy agents mean happy customers. And staff turnover hurts the bottom line by thousands of pounds every time you have to replace an agent. Join injixo and their customers to learn how the resource planning team can help.

Find out more

Early Lunch:

Buffet served from 12:30 or join a networking table group (if pre-booked).

Take time over lunch for networking, meetings or to visit the EXPO.

     
 13:10 Aspect VIA Showcase: Come and understand more about Aspect Via -  the complete customer engagement centre in the cloud.

Find out more

Workshop: A fantastically enjoyable way to develop or core skill. The Method, builds on their top-rated workshop from last year.

Find out more
Late Lunch: Buffet

served until 13:40 or join a networking table group (if pre-booked).

Take time over lunch for networking, meetings or to visit the EXPO.


   
 14:00 Keynote:

How do you build impact and credibility? Hear how previous award winners built on success at QVC, RSA and Belron 

Find out more

 

Learning & Development:

Innovative members share key L&D success stories and the value this drives in their business. Panel discussions with Q&A.

Find out more


Networking Lounge

Meetings & Round Tables
Marketplace: Workshop round-tables on topic areas prioritised by members.
Customer Journey Maps: Take time to learn from experienced professionals and share insight with other members.

Scheduling & Productivity: Take time to learn from experienced professionals and share insight with other members.

Forecasting & Analysis: Take time to learn from experienced professionals and share insight with other members.
 15:10 Refreshments and networking - visit the conference EXPO and meet key industry suppliers
 15:30

Future Trends – Stimulation & insight from Adrian Swincoe, author of HOW TO WOW, and the latest 2017 Dimension Data benchmarking report.  

Find out more

Workshop: Planning

Challenge Workshop: Action learning and support for challenge participants. By invitation only. Join the challenge

 

Networking & EXPO:

Take time to visit the EXPO or set up meetings & round-tables to make the most of your day.

 

Leadership Forum: 15:15-17:45 Meet other leaders, hear from inspirational speakers and share ideas around the table. What are the new approaches being explored by today's pioneers? How do we create the environment & support that gets us from good to great? By invitation only.


Marketplace: Workshop round-tables on topic areas prioritised by members.
Customer Experience: Take time to learn from experienced professionals and share insight with other members.

Operational Planning: Take time to learn from experienced professionals and share insight with other members.
Professional Development: Take time to learn from experienced professionals and share insight with other members.
   
 16:30 Releasing Potential: Steve Woosey, CEO of The Forum, hosts our end-of-conference keynote, with two stimulating and inspiring keynote speakers to send us back into the workplace with fresh enthusiasm and new ideas from the conference days.

 17:30 Conference Close
 19:30 Gala Dinner and Innovation Awards Presentation. VIP reception before dinner for Innovation Awards Finalists.

 

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Customer Strategy & Planning 2017


 

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