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
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?