Customer Strategy & Planning 2020 Agenda Detail
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Keynotes
Mon 28th September, 09:30 Paul Milloy
We have to keep moving forward to keep up
Paul Milloy with give you his a personal view on strategic planning developments in British Gas. As one of our leading planning teams and one of our largest member organisations, British Gas have demonstrated the need to change at pace, always looking for new ways to improve the customer journey.
Mon 28th September, 14:00 Stu Dorman
The Great Digital Acceleration
The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.
Tue 29th September 09:30 Rodney Assock
Performance & Improvement: the power of culture
Rodney Assock explores why diversity matters, how it challenges our thinking and how this can evolve a culture of performance and improvement. Learn from the experiences he shares to consider new ideas for your organisation. Rodney is Director of Culture & Corporate Responsibility at LV= and as a frequent judge and member of our Customer Strategy & Leadership Forum. He was presented a Forum Hero Award at our 2020 Awards Gala this month.
Tue 29th September, 14:00 Stu Dorman
The Great Digital Acceleration
The pandemic has fundamentally changed the way that customers engage with organisations. Digital adoption has leapt forward by a decade and the contact centre is playing catch up. During this session Sabio’s Stu Dorman, will describe how deep integration between the contact centre and digital experiences and the use of the latest generation of AI to support customers and agents can be deployed quickly and scaled to meet the needs of a more digitally savvy customer.
Wed 30th September, 09:30 Keir Greenwood
If the P in planning stood for People
Following an extended period of accelerated change across our industry, Keir will explore some of the advantages to putting our people first in the planning process, potential barriers to success and what would need to change for this to be a reality for every customer-centric business. Keir is VP & General Manager Customer Success at Arise.
Workshops
Mon 28th September, 10:30 Strategic Planning Workshop sponsored by Anaplan
As resource planning moves beyond the Contact Centre, the need for it to become truly ‘end-to-end’, joining together the whole customer journey, is increasingly important. In this highly interactive session for planners, operational managers and business leaders, we learn from pioneers and innovators in different sectors. Take the chance to discuss how the known principles of the Planning Cycle can be adopted across all areas of an organisation and tailored to reflect varied, specific requirements.
- Discuss the need for strategic, not tactical, thinking and the importance of communication, questioning and collaboration in breaking down operational silos
- Understand the inputs and outputs required for planning end-to-end and the need to understand drivers and secondary impacts.
- Learn about key planning techniques that you can adapt and apply, to add great value in your organisation, even when significant data is not immediately available.
This workshop offers the opportunity to look at and share best practice across Back Office, Field or Branch operations as well as the Contact Centre. For maximum benefit, we recommend you watch the case studies from LNER, Yorkshire Ambulance and Legal & General.
Workshop Leaders
Keith Stapleton, Select Planning - Currently consulting within, led and worked with in Resource Planning for over 17 years Keith’s expertise has been built through his end to end planning work across a wide sector of organisations including retail, emergency services, utilities, insurance, sales, customer service and claims in both public and private sectors.
Adrian Hawes, Select Planning - A consistent champion for best practice, Adrian has over 20 years of experience in leading and working with organisations across all industry sectors to transform their customer service, employee experience and bottom-line results through exceptional end to end resource planning, business intelligence and performance management.
Mon 28th September 15:00 Insight & Analytics
The value of insight is defined by the actions and decisions that are taken. We all know that insight is valuable, but few of us can quantify that value. In this workshop you will get the chance to share the ways that you are delivering value, hear examples from others and learn from your peers, before exploring ways to track, measure and quantify the return on investment (ROI) that we provide.
Tue 29th September 15:00 Planning & Analysis
Omni-channel is a stated aim of many business as they look to deliver digital transformation programmes. However, is an omni-channel offering at a customer level as important as omni-planning, omni-insight or omni-quality is to your business. Explore how breaking siloes in our own support functions may be the key to future success for customers.
Wed 30th September 10:30 Planning for Wellbeing
Develop your workplace wellness and workforce strategy by understanding the key factors you need to address in planning flexibility and resourcing. Learn and discuss how to create a working patterns which compliment your business objectives, customer satisfaction and employee needs. Take a look back at how scheduling and flexibility has evolved and discuss what the future of could look like.
- Benchmark your current wellness, flexibility and health benefits with other organisations.
- Shifting shrinkage! Understanding the cost of a joined-up wellbeing strategy.
- Understand the broader benefits like diversity and inclusion and new employee demographics.
This session is designed to take a broader look at scheduling and opportunities like homeworking. Not just for schedulers, but for any analyst or manager to address key considerations for your operating model, budget plan, scheduling or on-the-day operational effectiveness.
Thursday 1st October 09:30 Quality & Improvement
In this discussion based workshop we explore how organisations are using quality not just to manage performance and behaviours but also drive process and deliver continuous improvement.
- Share ideas with your peers and learn from other organisations
- Use our Quality & Improvement Cycle to help you deliver value
- Identify opportunities to work with others to deliver sustainable improvement.
Technology Showcases
Monday 28th September 12:30 Anaplan
Planning for the Workforce of the Future
Join Anaplan’s online session to hear how strategic workforce planning can provide much needed agility in the face of digital disruption, financial pressures and turbulent external market factors. During this session we will showcase how to quickly and strategically realign your workforce to shifting skill and resource demands. We will showcase workforce analytics, deploying initiatives to right-size the workforce and reconcile with financial targets, as well as explore capabilities in workforce talent management. Join us to discover how to improve collaboration across thousands of users and how you can realise a 10x return on investment through organisational right-sizing.
Tuesday 29th September 12:30 Sabio
How to deploy Google AI within 30 minutes in your Contact Centre
Sabio demonstrate how advanced AI from Google can be deployed on web, messaging and voice channels starting from scratch to go live within 30 minutes.
Wednesday 30th September 12:30 NICE
Hear How Skipton Building Society Is On A Journey To Develop Their Planning Capabilities By Proactively Collaborating With NICE Across A Number Of Initiatives To Drive Colleague And Customer Excellence.
- Learn how NICE is helping Skipton optimise the use of their workforce management system to drive better service for customers
- Hear how Skipton and NICE are exploring planning techniques to support its 88 branches
- Understand how migrating to Cloud will provide more agility to the organisation to meet changing customer behaviours
- Hear about the plans to introduce NICE’s Employee Engagement Manager which will empower front-line colleagues through more flexibility
Thursday 1st October 12:30 Business Systems
Inspired People go above and beyond – so how can you inspire your employees to engage with your planning team to drive impressive ROI? Your employees need to work in a positive environment so they can continue to grow, remained inspired and be more productive. So how can WFM help with this?
Their session will cover:
- Hear from our customer - UK Power Networks on how WFM helped them plan effective forecasts for scenario planning whilst also improving agent engagement levels
- Understand how Zen Internet scheduled in 75 hrs of personal development time compared to 12
- How to attract and retain high calibre staff to improve customer retention
- Benefits of flexible working
- Using COVID-19 as a time to try out new things such as split shifts
- Showing agents the value they deliver with key contact centre metrics
Friday 2nd October 12:30 Calabrio
The State of the Contact Centre: Embracing the Evolving World of Work
Join Ed Creasey, Director of Pre-Sales for Calabrio, as we explore how leading contact centres are turning disruption to their advantage. From the rapid increase in importance of the contact centre, to changes in demands from employees and customers, we will be envisioning the contact centre of the future. Join us to discuss tangible ways to embrace this evolving world of work.
Awards Case Studies
Tue 29th September 10:30
Panel discussion and opportunity to ask the finalist questions as well as breakout sessions to discuss transforming culture with data analysis & agile working.
Transforming performance with new coaching dashboards & metrics at L&G
Discover how a new approach to driving performance was made possible with PowerBI dashboards, in a powerful collaboration between Business Transformation, Operations Planning/Insight and contact centre teams. Focus on 4 core metrics and quintile (5 level) scoring gives a simple easy-to-use framework for improvement.
Watch the site visit presentation and read the case study prior to the session.
Customers at the heart of sales at RS Components
See how RS took the next step in being customer-centred, transforming the sales function to give customers an exceptional experience when buying products and value-added solutions – consistent and high quality – while significantly increasing productivity and efficiency at the same time. Learn how transforming a high performing team has got them fit for the future and able to raise performance in the face of political and economic uncertainty.
Watch the site visit presentation and read the case study prior to the session.
Customer closeness & the ‘advisor of the future’ at The Very Group
Innovation is vital with retail businesses facing unprecedented disruption. The new Customer Closeness Centre (CCC) puts this visibly at the heart of the business. See how a specially supported team of 14 experts were hand-picked to challenge the status quo and fix the problems customers face, rotating every two weeks between two types of work.
Watch the site visit presentation and read the case study prior to the session.
Wed 30th September 15:00
Panel discussion and opportunity to ask the finalist questions as well as breakout sessions to discuss digital transformation & customer service improvement.
Chat & chat bots as effective sales methods at The AA Ireland
The deployment of conversational chatbots, partnered with traditional webchat, as a sales tool to effectively optimise conversion of sales is part of a wider transformation at The AA Ireland. Crucially, this was not a major investment of resource. Furthermore, take-up has been strong across a wide demographic customer base and AI-and rules-based strategies have been found to work well for both sales and support of their insurance products.
Watch the site visit presentation and read the case study prior to the session.
Delivering a true omnichannel customer experience at Clarks
Discover how Clarks have transformed their customer experience and offered new channels to deliver a consistent high level of service however their customers choose to contact them. Increasing productivity and reducing attrition while seeing significant improvements across all customer service measures.
Watch the site visit presentation and read the case study prior to the session.
Thu 1st October 10:30
Panel discussion and opportunity to ask the finalist questions as well as breakout sessions to discuss transforming the business.
Innovation and fresh thinking in planning at Sky
Offering the best service in the country is the Sky way, and the Planning team are no different with their support to the business. Continually looking for improvements and innovation with regular team brainstorming, this team acts quickly with a willingness to try things, leading with new ideas to improve work-life-balance and customer satisfaction.
Watch the site visit presentation and read the case study prior to the session.
Putting customers & colleagues at the heart of the ‘back office’ at L&G
See how customer management in the Group Protection business was transformed by collaboration across the ‘Customer Service Triangle’ – the Business Transformation, Operations Planning and Operations teams – and with eg Solutions.
Watch the site visit presentation and read the case study prior to the session.
Thu 1st October 14:00
Panel discussion and opportunity to ask the finalist questions as well as breakout sessions to discuss transformation using Data, AI, Analytics and technology.
How Openreach have created a culture of innovation and improvement
See how Openreach, the UK’s digital network business embraced innovation – using AI automation and machine learning to transform the way it delivers full fibre broadband across the UK.
Watch the site visit presentation and read the case study prior to the session.
The 3 pillars of quality & continuous improvement at Vitality
Bringing quality and continuous improvement together using the latest technology and partnering with external experts has transformed the quality function from one that is process based to one that gives a rounded view of customer experience and is driving real improvements.
Watch the site visit presentation and read the case study prior to the session.
Thu 1st October 15:00
Panel discussion and opportunity to ask the finalist questions as well as breakout sessions to discuss transforming the business.
Innovation and transformation in the travel industry at Jet2
Discover how Jet2 has rapidly transformed their customer contact operation to maintain growth and increase agility in the challenging travel industry. The extensive development of homeworking and implementation of chat bots and real time automation, for instance, show how a dynamic, forward-thinking organisation works at pace to deliver great results alongside colleague and customer engagement.
Watch the site visit presentation and read the case study prior to the session.
A culture of innovation in planning & insight at Three Ireland
See how a culture of innovation leads the planning team to continue to drive change in the business. One of the core values of the business is “we work as one team”; anything is possible when everybody pulls together. Building on their award-winning real-time model the Capability Transformation and Planning teams worked together to conceive and develop 3Cal, a tool that the whole business can use to plan activity with customer or colleague impact, so that it is visible and built into the forecast and plan.
Watch the site visit presentation and read the case study prior to the session.
Planning for the first fleet of new trains in 30 years at LNER
LNER have done an unbelievable job planning for the roll out of the first fleet of new trains on the East Coast Mainline in 30 years. Key to the transformation was the collaboration between Trade Unions, Catering and Local Management teams ensuring the training journey and delivery is seamless.
Watch the site visit presentation and read the case study prior to the session.
Fri 2nd October 10:30
Panel discussion and opportunity to ask the finalist questions as well as breakout sessions to discuss transforming the business.
Strategic planning end-to-end, across the business at RSA
Discover how the Resource Planning team at RSA has sustained and continually developed their end-to-end planning and built credibility within the business. Significantly, recent developments include introducing Anaplan for strategic planning, linking planning and finance outputs to create a joined-up view of the customer operation and creating the level of skill needed to do more for the business with even less planning resource.
Watch the site visit presentation and read the case study prior to the session.
Planning transformation and systems thinking at LV=
Organisations embracing Systems Thinking often see this as opposed to ‘planning’, but at LV=, the resourcing team embraced it, to re-define planning and deliver on the ‘things that matter most’ to internal customers. Discover how they tailor approaches to the needs of stakeholders and redesign or automate processes to deliver more, with around half the planning resource of a few years ago.
Watch the site visit presentation and read the case study prior to the session.
Transforming emergency response with demand-led planning at Yorkshire Ambulance
The Ambulance Response Programme (ARP) was introduced to ensure that the sickest patients get the fastest response and that all patients get the right response first time. Retaining and making best use of resource is vital in a sector that is working with limited budgets whilst being committed to putting patients at the centre of what it does.
Watch the site visit presentation and read the case study prior to the session.