Key Points
  • Embedding an organisation-wide approach to gathering and applying customer insight
  • Using behavioural insight to shape service redesign and prompt behaviour change
  • Customer journey mapping to drive improvements in service delivery
  • Utilising feedback from different contact channels including customer complaints and social media
  • Improving marketing though customer insights


Overview
Confirmed Speakers:

  • Jo Causon, Chief Executive, The Institute for Customer Service
  • Rhea Fox, Head of Insight and Strategy, Aviva
  • Kathryn Rees, Assistant Director – Transformation, Wigan Council
  • Moira Nicolson, Senior Behavioural Insight Practitioner, Ofgem
  • Jim Vine, Catalyst Project Research Fellow, Department of Government, University of Essex
  • Gareth Humphreys, Head of Insight, Strategy and Innovation, NHS Blood and Transplant
  • Nora Law, Head of Customer Experience, Nuffield Health
  • Eileen Brown, Customer Experience Director, Northern Gas Networks
  • Richard Bassinder, Social Media Manager, Yorkshire Building Society Group
  • Charlotte Klahn, Research Manager, Nuffield Health


Westminster Insight’s Customer Insight Conference helps you understand how to gain consumer led intelligence and behavioural insight to plan future strategies for improving the services and products you offer.

It is vital to keep up with today’s consumers who are rapidly changing the way they choose to interact with organisations. With the added context of economic pressures and rising customer demand, applying insight about customer needs to make efficient changes to business practices has never been more critical.

Don’t miss the opportunity to explore how to build a customer focused culture that drives efficient service design, increases consumer satisfaction and empowers you to motivate action and effect behavioural change.


Agenda
Start

09:20 - 09:50
Registration Tea and Coffee

 

09:50 - 10:00
Chair's Opening Remarks

 

Speakers

Jo Causon Chief Executive, The Institute of Customer Service

Read profile


10:00 - 10:25
Developing a Comprehensive and Completely Integrated Insight Strategy

 
  • Planning a coherent book of work that's right for your business: tools and techniques
  • Building foundational insights that can be synthesised across sources
  • Ensuring insights can be operationalised and tracked

10:25 - 10:50
Using Insight to Improve Public Services

 
  • Getting to grips with the real drivers of demand within communities
  • Finding the right methods and mechanisms to generate insight
  • Bringing together often fragmented and service specific data sets
  • Generating deeper insight into social norms and networks that lie outside of the collected data
  • Using insight to influence how public services are designed and delivered

Speakers

Kathryn Rees Assistant Director – Transformation, Wigan Council

Read profile


10:50 - 11:00
Questions and Discussion

 

11:00 - 11:25
Implementing Behavioural Insights

 
  • Determining how behavioural analysis can inform decision-making
  • Using behavioural insights to deliver services and products
  • Spreading the use of experimental approaches to reinforce existing customer experience strategies
  • Recognising the most useful technology for your services

Speakers

Moira Nicolson Senior Behavioural Insight Practitioner, Ofgem

Read profile


11:25 - 11:30
Questions and Discussion

 

11:30 - 12:00
Networking Tea and Coffee Break

 

12:00 - 12:25
Implementing Randomised Controlled Trials (RCTs) to Develop Evidence Based Practice

 
  • Defining Randomised Controlled Trials (RCTs)
  • Exploring when it is appropriate to choose an RCT design, and when it is not
  • Key pointers to lead a successful and fair RCT

Speakers

Jim Vine Catalyst Project Research Fellow, Department of Government, University of Essex

Read profile


12:25 - 12:50
Using Customer Experience and Feedback to Shape Services

 
  • Understanding what customer complaints tell us about service user requirements
  • Managing feedback across different channels
  • Redesigning services according to needs highlighted by negative customer experiences
  • Assessing the benefits and challenges of utilising feedback in service redesign

Speakers

Eileen Brown Customer Experience Director, Northern Gas Networks

Read profile


12:50 - 13:00
Questions and Discussion

 

13:00 - 14:00
Networking Lunch

 

14:00 - 14:25
Mapping the Customer Journey to Influence Service Redesign

 
  • Ascertaining which channels customers access services through and when
  • Analysing the customer journey to identify trends in customers' needs, behaviours and expectations
  • Targeting services through innovative mapping techniques
  • Prioritising particular touchpoints to optimise customer journeys efficiently

Speakers

Jo Causon Chief Executive, The Institute of Customer Service

Read profile


14:25 - 14:50
Using Customer Insight for Effective Marketing

 
  • Applying insight to digital marketing to recruit donors and retain existing donors

Speakers

Gareth Humphreys Head of Insight, Strategy and Innovation, NHS Blood and Transplant

Read profile


14:50 - 15:00
Questions and Discussion

 

15:00 - 15:20
Using Customer Insight to Improve the Customer Experience

 

Speakers

Charlotte Klahn Market Research Manager, Nuffield Health

Read profile

Nora Law Head of Customer Experience, Nuffield Health

Read profile


15:20 - 15:40
Harnessing the Power of Social Media to Gain Valuable Insights and Widen Communication Channels

 
  • Exploring the potential of apps, social media and blogging sites as customer pathways
  • Using social media as a two way communication channel to enable direct access to customers
  • Gaining customer feedback and gathering data through social media
  • Analysing social media data to identify opportunities for service improvement and prompt behaviour change

Speakers

Richard Bassinder Social Media Manager, Yorkshire Building Society Group

Read profile


15:40 - 15:45
Questions and Discussion

 

15:45 - 15:50
Chair's Closing Remarks and Close of Conference

 

End

Speakers

Richard Bassinder Social Media Manager, Yorkshire Building Society Group

Read profile

Eileen Brown Customer Experience Director, Northern Gas Networks

Read profile

Jo Causon Chief Executive, The Institute of Customer Service

Read profile

Rhea Fox Head of Insight and Strategy, Aviva

Read profile

Gareth Humphreys Head of Insight, Strategy and Innovation, NHS Blood and Transplant

Read profile

Charlotte Klahn Market Research Manager, Nuffield Health

Read profile

Nora Law Head of Customer Experience, Nuffield Health

Read profile

Moira Nicolson Senior Behavioural Insight Practitioner, Ofgem

Read profile

Kathryn Rees Assistant Director – Transformation, Wigan Council

Read profile

Jim Vine Catalyst Project Research Fellow, Department of Government, University of Essex

Read profile


Venue details

Grange Tower Bridge Hotel 45 Prescot Street, London, E1 8GP

Venue website


Speakers
X Close