Agenda

09:30 Registration

Registration from 09:30 with tea, coffee and biscuits.

10.00 Welcome and introduction

Greg will cover what’s changed over the 3 last years, and what hasn’t, from the customers perspective. Also, he will look at the new breed (and uniqueness) of customers that this accelerated change has created, and ask what their new needs will be going forward.

10.30 Finding the value

What’s your research for? Stephen will argue that too much focus on “closing the loop” has led us down a blind alley of conducting more and more measurement but doing less and less with it. He’ll suggest that research programmes need to be rebalanced in order to regain their strategic clout, and that customer insight should be doing more to help organisations find and put a value on their most profitable customers.

11.00 Break and networking

Tea and coffee break with the chance to discuss the mornings' sessions.

11.30 What we’ve learned

Four of our clients from different sectors will share an interactive Q&A session covering what’s changed with their customers, and what’s stayed the same. We’ll ask them to reflect on the challenges they’ve faced, the changes they’ve made, and invite them to share the best lesson they’ve learned over the last 3 years.

12.30 Lunch and networking

Seated buffet with a choice of delicious hot food on offer.

13.30 Guest speaker: Baroness Tanni Grey-Thompson

One of Britain’s greatest ever Paralympic athletes, Tanni Grey-Thompson’s magnificent career spanned 16 years and 5 Paralympic Games. Now retired from competition, Baroness Tanni Grey-Thompson is President of the National Council of Voluntary Organisations, and sits on the board of Transport for London and the London Legacy Development Corporation. She was elevated to the House of Lords in 2010 to serve as a crossbench peer with specialist interests in disability, health, sport and education. Baroness Tanni Grey-Thompson will talk about making change happen.

14.45 Break and networking

Final tea and coffee break of the day.

15.15 Understanding customers (especially hard to reach ones) through online communities)

Online qualitative tools have been developing for years but, like many digital tools, the pandemic has really accelerated their adoption. Debs will talk about how to use online communities to understand your customers more deeply, and share some results of our research into their views of ‘value-lead’ organisations and the importance of ethics to the customer experience.

16.00 Close – Wine and networking

We'd love for you to join us after the event for a glass of wine and a catch up.