20th Annual Client Conference

20th Annual Client Conference

Upcoming Events


March 20, 2019 09:00 - 17:00

20th Annual Client Conference


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Celebrating another fantastic year with our 20th annual client conference.

The theme of this year's conference is: 'So What ...?'  and how it can be one of the most important questions you can ask.


09:00 – 10:00

Registration - With tea, coffee and biscuits for a prompt 10am conference start.


10:00 – 10:10

Welcome - At this, our 20th client conference, Greg reflects on what we've learned over the years, and what the future could hold for customer satisfaction measurement.

Greg Roche

10:10 – 11:00

A world of meaning - Over the past few years Stephen has spoken about culture, design thinking and customer experience. The creation of meaning is what unites those disciplines, which makes ‘So what?’ the most powerful question you can ask.

Stephen Hampshire

11:00 - 11:30

Networking break - With tea, coffee and biscuits.


11:30 - 12:00

TPT Retirement Solutions - The monthly cycle of administration: Continual improvement in an environment of increasing expectations. Simon will speak about how TPT have used data to drive staff behaviours and deliver product and services to meet customer needs. He will explain how TPT explored the data, identified key findings and used them to create an action plan – from knowing what good looks like to measuring the results.

Simon Stead (Client speaker)

12:00 – 12:30

Oscrete - If it’s not broken then don’t fix it? Scott will speak about the challenges facing an organisation that delivers high customer satisfaction. He will explain how to maintain the drive for continual improvement and differentiation in a competitive marketplace.


Scott Wilson (Client Speaker)

12:30 – 13:30

Lunch - Networking buffet lunch.


13:30 – 14:30

Putting the 'So What?' into social media, digital and the customer experience. Social media is becoming a popular channel for customers to feed back on their experiences. Andrew shows us how to keep online conversations going, but stresses the need for digital strategy always to complement traditional business building and marketing. A visiting lecturer at Goldsmiths College, Andrew Davis also designed the first social media course linked to GCSE English.

Andrew Davis (Keynote Speaker)

14:30 – 15:00

Networking break - With tea, coffee and biscuits


15:00 - 15:30

Clarion Housing Group - Vicky is the Director of Housing of Clarion Housing Group. Clarion Housing Group is Britain’s largest social landlord with over 125,000 properties and 4,000 employees. Vicky will speak about engaging both internal customers and staff, and how they ensure that the actionable insights for the perfect customer experience are communicated to staff in a simple way.

Vicky Bonner (Client Speaker)

15:30 - 15:55

Q & A - An open Q&A session with a panel

Brian Weston (Client)

Giles Owen (Client)

Andrew Davis (Keynote)

15:55 – 16:00


Greg Roche

16:00 - 17:00

Wine & Networking


One Great George Street

01484 517575
Taylor Hill Mill, Huddersfield HD4 6JA
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