Wednesday, 29 November, 2017

12:30 PM - 1:00 PM - Registration & Networking

Come early and pick up your name badge and materials and use this time to get acquainted with your fellow CX Professionals.

Welcome and Early Afternoon Sessions

1:00 PM - 1:15 PM - Welcome

Join CXPA CEO, Diane Magers, CCXP and CXPA Executive Director, Lesley Lykins, CCXP, in the general session room as they welcome you to Birmingham, England and the 2017 Customer Spark. We're excited to announce that David Carroll, author and musician, will bring a special welcome via video entitled: "United Breaks Guitars: The Power of One Voice in the Age of Social Media". 

Customer Experience is a hot topic and businesses big and small are seeking methodology and best practices around improving overall experience, engaging employees and creating a customer-centric culture. Today we’ll hear from top brands as they share approaches that will both inspire and enlighten. 

1:15 PM - 1:45 PM - Case Study: Homeserve

Scott McKechnie
Senior Customer Service Manager

Homeserve: Our Journey
How HomeServe’s contact centre and digital teams are working together to maximise the opportunities from digital disruption.

1:45 PM - 2:15 PM - Case Study: Screwfix

Andrew Ashby
Director of Customer Operations

Easy does it at Screwfix!
How does a business that’s obsessed with making things easy deliver consistently excellent service experiences? Andrew Ashby will explain why convenience is so important to Screwfix customers, and how the organisation focused its efforts on not just making it easy for customers to shop, but also for colleagues to work. Sharing industry leading performance statistics on Net Promoter Score and the increasingly used measure of Net Easy to demonstrate how this business gets it right for customers and colleagues alike.

2:15 PM - 2:45 PM - Case Study: Brighton & Hove Albion FC

Paul Barber 
Chief Executive Officer
Brighton & Hove Albion FC

Brighton & Hove Albion FC: Our Fan-Centric Approach To Success
Paul Barber, chief executive of Brighton & Hove Albion Football Club, will give an insight into the culture and values that drive success at the Premier League club. With the on-field success of recent seasons and the move to the award winning American Express Community Stadium in 2011, Brighton & Hove Albion are regarded as a leading example of a supporter orientated football club that has kept its community close to them, sharing success in its meteoric rise to the Premier League.

2:45 PM - 3:00 PM - Networking Break

Time for a quick break to return phone calls/email or reflect on what you've learned thus far, while you grab some refreshment and/or meet someone new. Then, make your way back to hear our Keynote Speaker, Bruce Temkin, CCXP.

Keynote and Late Afternoon Sessions

3:00 PM - 3:40 PM - Keynote

Bruce Temkin, CCXP
Managing Partner & Customer Experience Transformist
Temkin Group

CX Trends: What’s Hot and What’s Not

Where is customer experience heading? During this presentation, Bruce Temkin, CCXP, will discuss best practices around customer experience and will show what good CX programs will need to look like in the future. His discussion will touch on trends in areas such as customer insights, employee engagement, and experience design. Attendees will gain confidence in setting priorities for their organizations, identifying areas of innovation to bet on, and avoiding over-hyped ideas and concepts.

3:40 PM - 4:10 PM - Case Study: Dublin Airport Authority

Jan Richards
Head of Insights and Planning
Dublin Airport Authority

Dublin Airport: From Strain to Success

In 2007 Dublin Airport was straining at the seams – and passenger service measure were at rock bottom. By 2013 we were in 2nd place in the Airport Service Quality stakes (ACI). We knew that the final inches would be the hardest to climb. We started a comprehensive research programme that introduced regression analysis to get to our key drivers and successfully focused on introducing a quality focus to the organisation. Since then Dublin airport has gone through six years of consecutive growth to 28 million in 2016, exceeding 2008 peak of 23.4 million, whilst still growing our pax satisfaction scores. This is the story of our Passenger Journey Improvement Plan, our challenges, our climb to the top and the challenges that we face into the future.

4:10 PM - 4:40 PM - Case Study: Old Mutual Wealth

Rod Newing, CCXP
Customer Experience Specialist
Old Mutual Wealth

Old Mutual Wealth: Realising the Benefits of Customer Testing Leading to Greater Customer Experiences and Outcomes

Learn how Old Mutual Wealth is utilising customer feedback in order to drive material changes to their correspondence and processes enhancing customer outcomes and experiences.

4:40 PM - 5:10 PM - Case Study: Bupa

Lucy Johnson, Customer Service Manager
James King, Customer Relations Manager


Bupa: How our Culture Helps to Service our Customers -An Insight into our Journey, our Successes and Next Steps

Understanding how the culture at Bupa has helped to deliver an exceptional customer experience. We’ll talk you through our purpose, where we were, what we’ve done to move forward and the results we have seen for our people, our customers and our business.

5:10 PM - 5:40 PM - Case Study: Concur (A SAP Company)

Claudia Belardo
Director, International Customer Experience
Concur (A SAP Company)

Concur (A SAP Company): Do you Speak my Language? Embedding a Global CX Program into an International Framework

In a global business how can you take a centralised CX function to the global business, making it relevant to all gaining that buy-in so employees feel both emotionally connected and empowered at the local level to contribute to the big picture? What challenges should be considered how can they be tackled?

Closing & Reception

5:40 PM - 5:50 PM - Closing Remarks

Join CXPA CEO, Diane Magers, CCXP and CXPA Executive Director, Lesley Lykins, CCXP, in the general session room as they close out the Birmingham, England 2017 Customer Spark. They'll give brand recognition and highlight key takeaways.

5:50 PM - 8:30 PM - CXPA Networking Reception

Continue the networking and conversation and join us for our closing reception at the Inspiration Suite Bar.