Conference Exhibitors

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Quality & Customer Experience Conference 2016 - Presentations & videos

Watch the Videos and Presentations of the sessions you missed

Directly addressing the needs of Quality & Customer Experience Professionals as well as business leaders, this one day conference day offered an inspiring mix of networking, presentations, case studies, round tables and workshops. Take time now to read or watch the sessions that you missed. You can still learn from the inspiring keynote presentations, awards finalist case studies and workshops. Just choose from the selection in the agenda below. We will be adding videos of most presentations over the course of the next few weeks, so please visit this page again.

07:45 Digital Transformation

Following the Leadership Forum's Digital Hothouse, get up-to-date on the impact of digital in the contact centre. See what is possible now and what we need to consider for the future.

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See the full presentation slides and watch the video

09:00 Breakthrough Performance: Paul Smedley and Chris Rainsforth from The Forum will kick off the day and  launch

the 2017 Best Practice Programme. Where are Customer Experience or Quality functions driving breakthrough performance and demonstrating value? How do we release this potential in us and our teams? How can we today offer us fresh insight and leverage the resources of the wider professional community?

Find out more

See the full presentation slides and watch the video

10:30 Case Studies – Award Winners

Simply Business – learn how to maximise your value & develop your team as a credible centre of excellence, from second-time winners of Team of the Year, as well as Manager &  Rising Star Awards.

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See the full presentation slides and watch the video.

Workshop (10:30-12:00)

Learn practical techniques that will help you forge new approaches and implement a new QA framework. Gain insight from contributions by One Family on the impact of  their 2016 challenge project and Crystal Legal, new to our member community, both highly commended by judges. Essential knowledge for anyone starting out on the journey or taking a new step forward. 


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See the full presentation slides
11:20 Yorkshire Ambulance Service – See how

one analyst took responsibility in putting together a portfolio, supporting the Trust's status as an accredited centre of excellence.

Find out more

See the full presentation slides and watch the video.

12:10 Technology Showcase

Big data and analytics can be hard to deliver in practice. CallMiner highlight three powerful techniques and show how they can be delivered.

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See the full presentation slides

12:10 Benchmarking & Accreditation

Three members share how standards benchmarking created robust roadmaps for improvement for their teams. Hear about the new standards frameworks for Insight, Quality & Customer Experience.

Find out more

See the full presentation slides and watch the video.


12:45 Learning & Qualifications

Catch up on the L&D opportunities with the Forum. Meet the tutors & see which parts of the BSc meet your needs. With Ulster University.

Find out more

See the full presentation slides

13:30 Customer Journey Mapping

Workshop (13:30-15:00): This interactive workshop is designed to help you on your way with mapping effective customer journeys.  Using your own data and information this informative session will provide you with practical tools and techniques to ensure you have truly thought about the customer experience and provide you with a method to take back to your organisation so you can reflect and map your customer journey’s more effectively.  Hosted by Gary Timlin and John Braithwaite from Cross8 Ltd experts in Customer Journey Mapping

See the full presentation slides and watch the video.

Case Studies - Customer Insight
Online growth
. See how visibility of

customer pain points & accountability at RS Components drives improvement in web search, local stock availability & delivery, helping UK online grow twice as fast as the core business.

Find out more

See the full presentation slides and watch the video

14:20 Disruptive Customer Care

How do you manage customer operations in a world where what was “impossible” is now an everyday occurrence? Take time for a stimulating session with Martin Hill Wilson, industry authority on emerging trends in customer service design.

Find out more

See the full presentation slides and watch the video

15:15 Conference Endnote – Breakthrough Performance

Draw together the learning from the day, with fresh inspiration from keynote speakers: Mark Davis, Head of Customer Service at the Environment Agency, and Nicola Callan Head of Engagement & Learning at The Forum.  How do we maximise the value we add to our orgnisations, embed our functions as a business-critical capability and release the potential of our people? 

Find out more

Watch the video.

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