Key Points
  • Hear best practice for implementing a customer-centric business strategy to drive improvement in service delivery
  • Learn how to utilise customer journey mapping and real-time customer feedback to identify their needs and redesign services to improve efficiency
  • Engage with internal stakeholders of all levels to encourage the establishment of channels of communication with consumers and appreciate their value
  • Earn board-level support for customer insight initiatives to centre the role of the customer in operations
  • Gain practical strategies through exploring public and private sector case studies
  • Using social media to access customer feedback and data, and enhance customer satisfaction


Overview
Confirmed Speakers:

  • Julia Beresford, Head of Customer Services, Ministry of Justice
  • Clare Naunton, Customer and Stakeholder Experience Programme Director, National Grid
  • Kevin Morley, Deputy Director – Customer Service, Crown Commercial Service
  • Richard Stockley, Insight and Feedback Lead, NHS England, and Head of Research and Engagement, Surrey Heartlands Health and Care Partnership
  • Adrian Swinscoe, Independent Customer Experience Advisor
  • Stephen Simpkin, Data Science Fellow, Essex County Council
  • Dale Wordley, Head of Customer Experience and Insight, Flagship Group
  • Richard Bassinder, Social Media Manager, Yorkshire Building Society Group


With economic uncertainty and rising customer demand influencing consumer decisions, it is imperative that organisations fully understand their customer base and how to use customer insight to drive transformation.

Westminster Insight’s full-day Customer Insight conference will give you an understanding of how to implement a customer-centric business strategy, harnessing insight to improve service delivery.

Learn practical approaches to gaining a holistic overview of customers’ interaction with your organisation through journey mapping, and to generate more effective responses through real time feedback. Hear public and private sector case studies demonstrating excellent practice in customer insight and strategy.

Our expert panellists will arm you with actionable strategies to encourage cross-organisational buy-in to customer insight, to fully appreciate the value of and maximise the opportunities for consumer interaction. Gain tried-and-tested strategies for capitalising on social media to improve customer engagement.

Agenda
Start

09:20 - 09:50
Registration, Refreshments, and Networking

 

09:50 - 10:05
Chair's Opening Remarks

 

Speakers

Adrian Swinscoe Independent Customer Experience Advisor

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10:05 - 10:45
Keynote Address – Utilising User Research to Shape the Ministry of Justice’s Customer Services Strategy

 
  • Utilising user research across an organisation of 95,000 users to define the Customer Services Strategy
  • Enacting culture change to encourage staff to help themselves through more effective training and the use of a self-help portal
  • Transforming the Ministry’s Service Desk and other functions in Customer Services to facilitate cultural change

    Questions and discussions: 10:35 – 10:45 

Speakers

Julia Beresford Head of Customer Service, Ministry of Justice

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10:45 - 11:25
Utilising Patient Journey Mapping to Improve Service Delivery

 
  • Redesigning processes and transactions to streamline, and focus holistically on customer needs
  • Facilitating cross-departmental working to share information more efficiently and overcome silo thinking
  • Gain clarity on weaknesses in procedures to identify workable solutions 

    Questions and discussions: 11:15 – 11:25 

Speakers

Richard Stockley Insight and Feedback Lead, NHS England

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11:25 - 11:50
Networking and Refreshments

 

11:50 - 12:30
Panel Discussion: Facilitating and Fostering Cross-Organisational Engagement in Customer Insight

 
  • Embedding a whole organisation approach to customer insight  
  • Engaging high-level internal stakeholders to appreciate the value of customer insight and create communication channels with customers
  • Using customer insight to improve individual staff performance through facilitating feedback 

    Questions and Discussions: 12:20 – 12:30 

Speakers

Kevin Morley Deputy Director – Customer Service, Crown Commercial Service

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12:30 - 12:50
Study: Developing Data Science within Essex County Council’s Approach to Customer Insight

 
  • Exploring the use of data analytics to improve the provision of public services and customer services
  • Liaising with local academic institutes and national research and analysis networks to continue skills development, gain understanding of new methodologies, and assist learning

Speakers

Stephen Simpkin Data Science Fellow, Essex County Council

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12:50 - 13:10
Case Study: Exploring Flagship Group’s Customer Insight Strategy to Understand What Works Well

 
  • Implementing an effective customer insight strategy within a housing association
  • Utilising real time customer feedback to drive organisational improvement 
  • Best practice for developing a customer feedback platform to facilitate fast and accurate feedback from customers

    Combined Questions and Discussions: 13:10 – 13:20 

Speakers

Dale Wordley Head of Customer Experience and Insight, Flagship Group

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13:20 - 14:20
Networking Lunch

 

14:20 - 15:00
Keynote Address – Implementing a Customer-Centric Business Strategy

 
  • Understanding customer behaviour and its impact on demand to improve service delivery
  • Reviewing approaches and methods to gain customer insight
  • Ensuring board-level support for strategic and cross-organisational understanding of and engagement with customer insight
  • Improving the compatibility of IT systems and databases across departments to provide a more rounded understanding of customer data

    Questions and discussions: 14:50 – 15:00 

Speakers

Clare Naunton Customer and Stakeholder Experience Programme Director, National Grid

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15:00 - 15:30
Implementing a Social Media Strategy to Enhance Customer Interaction

 
  • Using social media to create alternative routes to access customer feedback and data
  • Identifying technological solutions to customer engagement 
  • Providing opportunities to understand customer base more fully, improving retention and service quality

Speakers

Richard Bassinder Social Media Manager, Yorkshire Building Society Group

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15:30 - 15:40
Chair's Closing Remarks

 

End

Speakers

Richard Bassinder Social Media Manager, Yorkshire Building Society Group

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Julia Beresford Head of Customer Service, Ministry of Justice

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Kevin Morley Deputy Director – Customer Service, Crown Commercial Service

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Clare Naunton Customer and Stakeholder Experience Programme Director, National Grid

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Stephen Simpkin Data Science Fellow, Essex County Council

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Richard Stockley Insight and Feedback Lead, NHS England

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Adrian Swinscoe Independent Customer Experience Advisor

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Dale Wordley Head of Customer Experience and Insight, Flagship Group

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Venue details

Zone 1 Central London


Speakers
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