The Agenda

09:00 Registration

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

09:30 Jude Nottingham, Managing Director at TLF Research

Welcome and Introduction

Welcome to the day and an update from TLF research.

09:40 Stephen Hampshire, Client Manager at TLF Research

Closer to Customers: Zooming in and Zooming out

To build loyalty organisations must move beyond transactional interactions and focus on creating authentic, lasting relationships with their customers. In this talk Stephen will explore key concepts to move your customer experience and insight closer to customers. You'll learn how to design emotionally engaging experiences, apply behavioural science, and build resilient customer strategies using practical tools such as personas, the MINDSPACE framework, Earned Growth Rate, the CX strategy canvas, and systems thinking. Organisations that embrace a customer-centric approach create loyalty and advocacy through genuine emotional connections and shared values. Zooming in and zooming out can bring you closer to those who matter most: your customers.

10.10 Hannah Ngoma, UK Power Networks DSO

Driving Real Change from Research Insights

In April 2023 UK Power Networks launched the country’s first ever independent Distribution System Operator. Their aim is to deliver energy across the southeast at the right capacity, in the right place, and the right time at the lowest cost to customers. Hannah joins us to talk about how to use research results and insight to drive action, making people accountable for change, in an organisation where performance is everything.

10.35 Steve Beechey, Group Public Sector Director at the Wates Group (Exco Director responsible for Customer Satisfaction)

The Wates purpose is reimagining places for people to thrive. Wates works across the built environment in construction, maintenance and development. In the face of today’s environmental and social challenges Wates is working with its customers to change lives and strengthen communities in ways very few other industries can.

Wates is committed to delivering thriving places, a thriving planet and thriving people.

11.00 Break and networking

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

11.30 Q&A with Joanna Causon from The Institute of Customer Service

CEO of The Institute of Customer Service since 2009, Jo has grown membership and established the UK Customer Satisfaction Index as the national barometer of customer satisfaction and a key indicator of the return on service strategy investment.

Jo is committed to raising the profile of customer service and developing the professionalism of service in the UK. She works closely with Government, including driving the successful ‘Service with Respect’ campaign that led to a change in the law for customer facing colleagues. Jo has been called to give evidence at the Public Administration Select Committee enquiry into complaints handling and is a regular expert commentator in the media. You may know her from Sky News and Radio 5’s ‘Wake up to Money’.

12.15 Catherine Burtle, Head of Public Affairs Peabody

The Peabody Index

London leads progress in many areas, but it can be a challenging place for low-income Londoners to live thanks to the changing labour market and rising costs of living. To better understand these issues The Peabody Index was created, and since 2018 it has been used to understand customers and inform policy.

12.40 Lunch and networking

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

13.40 Kheron Gilpin, Engagement Specialist

Kheron has over a decade of experience in community development and educational interventions. His work encompasses motivational speaking, engagement training, and facilitation of events and dialogues. He began his career in community development by eagerly taking, and making, opportunities for himself and others in his home area of South London. As a young community leader, Kheron worked as a peer outreach worker for the Greater London Authority while also founding initiatives, including a youth forum within South London Tenants Associations, that provided creative opportunities for young people.

Kheron’s skills in public speaking and facilitation have led him to be enlisted by the Tutu Foundation to facilitate difficult dialogues, including between police and young offenders. Kheron had also been commissioned by brands such as Nike, JD, and Sports Direct to run community engagement events and deliver youth engagement consultancy. Kheron now specialises in educational engagement and works with schools and colleges around the UK to maximise their student engagement strategies and deliver impactful talks, workshops and assemblies.

Kheron has a strong commitment to making a positive impact, not only by sharing practical tools and strategies but also by embodying the values of unity and action, inspired by Ubuntu, an African philosophy that emphasises our interconnectedness and shared humanity.

14.30 Q&A with our Panel of CX experts

• Trafford Wilson, Executive Director of Customer Services, The Guinness Partnership. TGP is a Housing Association with over 60,000 properties nationwide servicing over 100,000 social renters and shared owners.

• Sarina Chudasama , Customer Experience & Insights Manager, Saint-Gobain Interior Solutions. Saint-Gobain is the worldwide leader in light and sustainable construction, Interior Solutions create drylining and insulation solutions that take care of people and the planet.

• Karl Brown, Customer Experience Lead, Direct Line Group. Direct Line Group is one of the largest insurance companies in the UK and home to leading insurance brands including Churchill and Privilege.

• Manon Bradley, Development Director, Major Projects Association. A community of organisations engaged in commercial and public enterprises across manufacturing, construction, defence, transportation, IT and government departments.

15.15 Rob Ward, Creative Director, TLF Research

The Science of Storytelling

Gone are the days when a pie chart and a table of data is enough to hold an audience’s attention. Our Creative Director shares his expertise in how to tell a story, weave in research insights, and create an emotional connection with your audience.

15:45 Close – Wine and networking

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