November 1, 2017 09:30 - 15:30
Join us in LONDON on Wednesday 1st November 2017 for our Customer Insight Conference.
Join us to hear latest thinking in the world of customer experience with UK case studies
Keynote speaker - Linda MoirFrom Virgin Atlantic’s award winning service to the exemplary front of house service at the London 2012’s Olympic Games, Linda has been responsible for famously outstanding customer service management.
9.30 - 10.00
10.00 - 10.45
What is world class customer experience, and how is it achieved?
The 10 things WORLD CLASS organisations do to deliver great customer service.
10.45 - 11.45
Best Practice Customer Experience Measurement
Chris Elliott will take delegates through a very practical one hour session of how to and how not to measure customer experience. Chris will share tips on how to get the most insight from survey results that makes taking action easier.
Chris Elliott Client Manager
11.45 - 12.00
12.00 - 12.45
TLF Latest Thinking - Customer Emotions
Everyone knows that emotions are an important part of the customer experience, right? Wrong. Emotions are the customer experience!You need to stop thinking in terms in terms of products, processes, or touchpoints; and start thinking in terms of joy, reassurance, and memories. Stephen will talk about designing experiences that respond to customer emotions to create lasting memories.
12.45 - 1.30
1.30 - 2.30
Linda Moir headed the London 2012 dream team that delivered outstanding front of house service by 15,000 volunteer 'Games Makers' to 9 million spectators, resulting in one of the most successful Olympic and Paralympic Games in history. Previously Linda was Virgin Atlantic's Director of Inflight Services, responsible for the airline's award winning service.
2.30 - 2.45
2.45 - 3.30
Bringing the Voice of the Customer to Life
A walk through best practice case studies where customer feedback has driven a service culture with real business benefits.
Mark McCall Client Manager
Venue:Londonetc. venues Prospero House241 Borough High Street London SE1 1GA
VenueOne Great George StreetWestminsterLondon SW1P 3AA