PROGRAMME
08:30
Registration and Coffee in the Networking Surgery
09:25
09:30
Keynote Address
Jo Causon (confirmed)
Chief Executive, Institute of Customer Service
“Excellence in Customer Service - Lessons to be Learned”
When customers reflect on services they have received, they tend to apply the same criteria. It doesn't matter whether the supplier was a FTSE100 business, the local GP surgery or their bus driver, we do not differentiate in our appraisal. With around 6 million people employed within the public sector, its performance is critical to the success of UK Plc.
The challenges are immense as constraints increase, targets tighten and expectations rise. There is a strong case – which the talk will demonstrate – for focusing on customer service as a driver for success.
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Jo Causon (confirmed)
Chief Executive, Institute of Customer Service
“Excellence in Customer Service - Lessons to be Learned”
When customers reflect on services they have received, they tend to apply the same criteria. It doesn't matter whether the supplier was a FTSE100 business, the local GP surgery or their bus driver, we do not differentiate in our appraisal. With around 6 million people employed within the public sector, its performance is critical to the success of UK Plc.
The challenges are immense as constraints increase, targets tighten and expectations rise. There is a strong case – which the talk will demonstrate – for focusing on customer service as a driver for success.
View Presentation
09:50
Siobhan Coughlan (confirmed)
Programme Manager - Productivity, Local Government Association
“Customer Insight: Engaging with the Local Community, Engaging with the Citizen”
Why engaging with customers to better understand their needs and behaviour will help you design services that are better targeted, deliver real benefits for the customer and help reduce the cost to serve.
View Presentation
Programme Manager - Productivity, Local Government Association
“Customer Insight: Engaging with the Local Community, Engaging with the Citizen”
Why engaging with customers to better understand their needs and behaviour will help you design services that are better targeted, deliver real benefits for the customer and help reduce the cost to serve.
View Presentation
10:10
Paul Eaves (confirmed)
Deputy Director, Head of Behavioural Evidence and Insight, HM Revenue & Customs
“How Investing in Understanding Your Customer Can Produce Cost-effective Service Delivery”
Excellence in customer service can make organisations more efficient by targeting resources more effectively and avoiding waste. How can we use tools and techniques that help us to understand our customers to target our resources more effectively whilst, at the same time, improving the customer experience?
View Presentation
Deputy Director, Head of Behavioural Evidence and Insight, HM Revenue & Customs
“How Investing in Understanding Your Customer Can Produce Cost-effective Service Delivery”
Excellence in customer service can make organisations more efficient by targeting resources more effectively and avoiding waste. How can we use tools and techniques that help us to understand our customers to target our resources more effectively whilst, at the same time, improving the customer experience?
View Presentation
10:30
Marty Beard (confirmed)
Chief Executive, LiveOps Inc.
“Best Practices for Social and Mobile Customer Service”
Citizen-to-government exchanges are increasingly happening in the social and mobile sphere. Right this second, your constituents are discussing your programs and services on social media using Twitter, Facebook and SMS. Are you listening, monitoring and engaging? We will highlight leading government organisations that have successfully transformed from traditional to cross-channel customer service to increase customer satisfaction, productivity and cost effectiveness across voice, email, chat, SMS as well as social networks such as Twitter.
View Presentation
Chief Executive, LiveOps Inc.
“Best Practices for Social and Mobile Customer Service”
Citizen-to-government exchanges are increasingly happening in the social and mobile sphere. Right this second, your constituents are discussing your programs and services on social media using Twitter, Facebook and SMS. Are you listening, monitoring and engaging? We will highlight leading government organisations that have successfully transformed from traditional to cross-channel customer service to increase customer satisfaction, productivity and cost effectiveness across voice, email, chat, SMS as well as social networks such as Twitter.
View Presentation
10:45 - 10:55
Question and Answer Session
11:00
Masterclass Session 1
A series of Masterclasses will run throughout the day. You have the opportunity to pick a stream from the following three topics: 'Shifting engagement with the citizen, meeting the communication demands, enhancing the customer experience', 'Transforming services' and 'Improving performance'.
A series of Masterclasses will run throughout the day. You have the opportunity to pick a stream from the following three topics: 'Shifting engagement with the citizen, meeting the communication demands, enhancing the customer experience', 'Transforming services' and 'Improving performance'.
11:45
Coffee in the Networking Surgery
12:30
Masterclass Session 2
13:15
Lunch in the Networking Surgery
14:15
Masterclass Session 3
15:00
Coffee in the Networking Surgery
15:30
Chair's Afternoon Address
15:45
Afternoon Keynote Address
Owain Service (confirmed)
Deputy Director of the Behavioural Insights Team, Cabinet Office
“Applying Behavioural Insights to Public Policy”
Owain Service is the Deputy Director of the Behavioural Insights Team, Cabinet Office and Number Ten. The team was set up in July 2010 with a remit to find innovative ways of encouraging, enabling and supporting people to make better choices for themselves. The team's work draws on insights from the growing body of academic research in the fields of behavioural economics and psychology which show how often subtle changes to the way in which decisions are framed can have big impacts on how people respond to them. Mr Service will discuss the successes the team has had in applying these insights to public policy areas across Whitehall as well as the various challenges the team has encountered since its inception.
Owain Service (confirmed)
Deputy Director of the Behavioural Insights Team, Cabinet Office
“Applying Behavioural Insights to Public Policy”
Owain Service is the Deputy Director of the Behavioural Insights Team, Cabinet Office and Number Ten. The team was set up in July 2010 with a remit to find innovative ways of encouraging, enabling and supporting people to make better choices for themselves. The team's work draws on insights from the growing body of academic research in the fields of behavioural economics and psychology which show how often subtle changes to the way in which decisions are framed can have big impacts on how people respond to them. Mr Service will discuss the successes the team has had in applying these insights to public policy areas across Whitehall as well as the various challenges the team has encountered since its inception.
16:05
Case Study
Neil Wholey (confirmed)
Head of Research and Customer Insight, Westminster City Council
“How to Get the Best Out of Customer Insight”
The 'one size fits all' approach to public services is no longer satisfactory. Customer insight techniques offer the opportunity to reconsider current delivery and communication models to see how they could be better targeted to the needs of different groups of customers. What processes need to be in place for service providers to get the most out of customer insight? How do you turn information into benefits for service users? What can management do to ensure staff are engaged, committed and that CSE standards are embedded into the day-to-day culture?
Neil Wholey (confirmed)
Head of Research and Customer Insight, Westminster City Council
“How to Get the Best Out of Customer Insight”
The 'one size fits all' approach to public services is no longer satisfactory. Customer insight techniques offer the opportunity to reconsider current delivery and communication models to see how they could be better targeted to the needs of different groups of customers. What processes need to be in place for service providers to get the most out of customer insight? How do you turn information into benefits for service users? What can management do to ensure staff are engaged, committed and that CSE standards are embedded into the day-to-day culture?
16:20
Case Study
Nick Hague (confirmed)
Chairman, B2B International
“Improving Customer Experience – Lessons Learnt From The Private Sector”
In the private sector it is self-evident that companies should try to satisfy their customers; they are the lifeblood of any organisation. Therefore companies either thrive, survive or go to the wall depending on how good they are at attracting new customers and more importantly, hanging on to them. The growing trend to switch focus from customer service to customer experience management and customer loyalty is a smart one and has certainly gripped the private sector over the last couple of years. Nick Hague will talk about how the private sector differs from the public sector and give some case study examples of what organisations are doing to measure, track and improve their customers experiences over time.
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Nick Hague (confirmed)
Chairman, B2B International
“Improving Customer Experience – Lessons Learnt From The Private Sector”
In the private sector it is self-evident that companies should try to satisfy their customers; they are the lifeblood of any organisation. Therefore companies either thrive, survive or go to the wall depending on how good they are at attracting new customers and more importantly, hanging on to them. The growing trend to switch focus from customer service to customer experience management and customer loyalty is a smart one and has certainly gripped the private sector over the last couple of years. Nick Hague will talk about how the private sector differs from the public sector and give some case study examples of what organisations are doing to measure, track and improve their customers experiences over time.
View Presentation
16:30
Panel Discussion
“What Does Excellence in Customer Service Actually Look Like?”
Defining what excellent service delivery looks like in any given area of service is key to defining outcomes. Discussing how to drive improvements in services and develop successful customer insight. Outlining the best methods of communication and engagement, and the importance of measuring impacts and outcomes of new activity.
“What Does Excellence in Customer Service Actually Look Like?”
Defining what excellent service delivery looks like in any given area of service is key to defining outcomes. Discussing how to drive improvements in services and develop successful customer insight. Outlining the best methods of communication and engagement, and the importance of measuring impacts and outcomes of new activity.
Neil Wholey (confirmed)
Head of Research and Customer Insight, Westminster City Council
Head of Research and Customer Insight, Westminster City Council
Owain Service (confirmed)
Deputy Director of the Behavioural Insights Team, Cabinet Office
Deputy Director of the Behavioural Insights Team, Cabinet Office
Nick Hague (confirmed)
Chairman, B2B International
Chairman, B2B International
16:55
Chair's Closing Remarks
17:00
Conference Close
