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Book Before Next Thursday & Save £175 When You Quote ‘175’ – 22 Speakers In 1 Day Explore Engaging, Insight-Led Customer & Supporter Experiences & Journeys For Charities, Public Sector & Not-For-Profits

Practical, Real-World Strategies For Exceptional Service Delivery & To Combat The Squeeze On Resources: Low-Cost, Quick-Win Strategies To Drive Customer-Centric Cultures, Measure Impact, Create Integrated Multi-Channel Journeys, Tap Into The Customer Voice, Meet Digital Expectations & Leverage Affordable New Technologies. 12th June 2018, A One-Day, Practitioner-Led Conference & Networking Event, Minster Exchange, London. View The Brochure. Book Before Next Thursday & Quote ‘175’ To Save £175!


Cost-Effectively Drive Your Customer, Supporter & User Experiences & Journeys & Create Customer-Centric Internal Cultures; Capture Your Various Audiences’ Voice, Insight & Feedback; Apply Affordable Technologies & Tools For Measurable, Impactful Results On Multiple Channels:

  1. Deliver Outstanding Multi-Channel Customer Journeys: Target, map and deliver exceptional experiences at every touchpoint, cost-effectively
  2. Measure Satisfaction, Awareness & Impact: Mix traditional and new methods to determine engagement and impact
  3. Tap Into The Voice Of The Customer, Action Feedback: Listen to what your customers and supporters want for insight-led customer experience improvement strategies
  4. Adapt To The Needs & Expectations Of Different Audiences: Practical segmentation and targeting techniques to ensure you are telling the right story to the right people
  5. Drive An Internal Culture Of Customer-Centricity: Train and engage staff and volunteers to improve customer satisfaction and service across the board
  6. Affordable, Applicable & Realistic Technology & Tools? Making the most of free or budget-friendly technologies and tools to boost customer engagement and get the best value for money
  7. Optimise Your Channel Mix: Create the right mix of traditional, digital and social media channels tailored to your audience needs
  8. Explore Digital Expectations, Encourage Channel Shift: Promote self-service, decrease operational costs and boost user experiences, accessibility and engagement online
  9. Low Cost, Quick Wins: Affordable, innovative best-practice ideas to implement in the office tomorrow which will boost your customers’ experiences

    • Real-World, Best-Practice Advice From 22 Customer Experience Leaders In 1 Day: 10 Charities • 9 Public Sector • 2 Not-For-Profit • 1 Education
    • Convenient, One-Day Interactive Conference Format
    • 10 Advanced Sessions Focused On Your Hottest Customer Experience Challenges
    • Interactive Break Out Sessions: 1) By Demographic: Age • Income • Education • Disability 2) By Sector: Public Sector & Not-For-Profit • Charity & Fundraising
    • Peer-To-Peer Discussions: A) Customer Journey Mapping B) Social Media C) Strategic Shifts
    • Speed Networking
    • 2 Conference Chairpersons
    • Open Q&A Throughout The Day To Get The Answers You Need
    • 1 ‘Customer Voice & Feedback’ Panel Discussion
    • 1 ‘Affordable Technology’ Panel Discussion
    • 1 ‘Channel Strategies’ Panel Discussion
    • 1 ‘Low-Cost, Quick Wins’ Panel Discussion
    • 1 Unmissable Day!


10 Advanced Sessions Focused On Your Toughest Customer Experience Challenges: Impactful Customer Journeys • Customer Voice, Insight & Feedback • Different Audiences & Segmentation Measuring Impact • Affordable Technology & Tools • Digital Expectations, Channel Shifts • Optimised Channel Strategies Improving User & Supporter Experience • Internal Culture • Low-Cost, Quick Wins


Can you help charity, public and not-for-profit sectors deliver exceptional customer, supporter and user experiences?

For more information on how to get involved in The Customer Experience Conference For Charities, Public Sector & Not-For Profits, please call +44 (0)20 3479 2299 or email partner@theengagementconference.com

Book your exhibition stand and two delegate passes before 22nd March for only £1,999 +VAT (SAVE £800). Book your stand here. Please note that we have a limited amount of exhibition space and stands will be issued on a first-come, first-served basis.

The Customer Experience Conference For Charities, Public Sector & Not-For-Profits Programme:

08.30 Registration, Morning Coffee & Objective Setting

09.00 GIC Welcome & Morning Chairperson’s Opening Remarks

Justine Baynes
Director of Marketing & Comms
SSAFA the Armed Forces charity

IMPACTFUL CUSTOMER JOURNEYS – DOUBLE PERSPECTIVE

09.15 Targeting, Creating & Mapping Impactful Multi-Channel Customer Journeys Which Deliver Exceptional Supporter & User Experiences

09.15 Perspective One
Tom Roberts
Digital Manager
Battersea Dogs & Cats Home

Mark Pesavento
Email Marketing Manager
Battersea Dogs & Cats Home

09.35 Perspective Two
David Ashmore
Director Customer Service & Transformation
Coventry City Council

CUSTOMER VOICE & FEEDBACK – INSIGHT PANEL

09.55 Get To The Crux Of What Your Customers & Supporters Want: Improve Experiences By Tapping Into The Voice Of The Customer For Actionable Feedback-Led Experience Improvement Strategies

Tracy Griffin
Executive Director Marketing, Fundraising & Communications
Scope

Rohan Grove
Head of Insight & User Research Division
HM Courts & Tribunals Service

Marie-Claire Delbrouque
Director (Housing & Customer Insight)
Flagship Homes

David Wales
Customer Experience Manager
Kent Fire & Rescue Service

10.25 Morning Refreshment Break With Informal Networking

10.55 Informal Peer Discussions – Audience Group Breakouts

A) Age
Caroline Murray
Deputy Director, Civil Service Workforce Strategy
Cabinet Office

B) Income Brackets

C) Education Levels

D) Disability

DIFFERENT AUDIENCES & SEGMENTATION

11.15 Tell The Right Story To The Right People: Identify Specific Customer Groups To Deliver Effective Targeting & Comms Based On Different Needs & Expectations

Tracy Griffin
Executive Director Marketing, Fundraising & Communications
Scope

MEASURING IMPACT

11.35  Successfully Measure Customer Experience & Satisfaction By Harnessing A Mix Of Traditional & New, Innovative Methods To Gauge Satisfaction, Awareness & Impact

Kevin Morley
Head of Customer Service
Crown Commercial Service

11.55 Bonus Session: Reserved For Exclusive Conference Partner. To get involved in The Customer Experience Conference For Charities, Public Sector & Not-For Profits, please call +44 (0)20 3479 2299 or email partner@theengagementconference.com for more details.

AFFORDABLE TECHNOLOGY – PANEL

12.35 Stay In The Loop With New, Affordable Technology & Tools; Boost Customer Engagement & Get The Best Value For Money

Stephanie Borne
Head of Digital Fundraising
Shelter

Further Panellists To Be Announced, Please Check The Website For Updates

13.050 Lunch & Informal Networking For Delegates, Partners & Speakers

13.35 Informal Lunchtime Peer Discussions

A) Customer Journey Mapping

Chris Sear
Head of Customer Services, Customer Team
House of Commons

B) Social Media

Kenon Man
Head of Digital Marketing
Swansea University

C) Strategic Shifts

Luke Mallett
Assistant Director, Supporter Engagement
CLIC Sargent

14.05 Afternoon Chairperson’s Opening Remarks

Jane Clancey
Assistant Director of Marketing
Royal British Legion

DIGITAL EXPECTATIONS, CHANNEL SHIFT

14.20 Explore Customer Digital Expectations & Discover How To Encourage Online Usage With Limited Resources

Ellie Denney
Head of Digital Channels
National Trust

CHANNEL STRATEGIES

14.40 Take Advantage Of The Increasing Wealth Of Channels Available To Customers; Mix Traditional & Digital Cost-Effectively To Cater To All

Carolyn Sims
Director of Marketing & Audience Engagement
English National Opera

Lisa Sevell
Head of Online Service
The Pensions Regulator

15.05 Sector-Specific Informal Breakout Sessions

A) Public Sector & Not-For-Profit

Owen Roffe
Head of Digital Communications, Public Contact & The National Helpline
Department for Education

B) Charity & Fundraising
Unfacilitated Discussion

15.25 Afternoon Refreshment Break With Informal Networking

IMPROVING USER & SUPPORTER EXPERIENCE

15.50 Continually Improve User Experience & Supporter Engagement; Increase Ease Of Access For The Customer & Maximise Customer Retention Or Satisfaction

James Small
Head of Digital Engagement
Anthony Nolan

INTERNAL CULTURE

16.10 Driving An Internal Customer-Centric Approach By Training & Engaging Staff & Volunteers To Improve Satisfaction Across The Board

Suzanna Shaw
Director Customer Service
Essex County Council

16.30  Bonus Session: Reserved For Exclusive Conference Partner. To get involved in The Customer Experience Conference For Charities, Public Sector & Not-For Profits, please call +44 (0)20 3479 2299 or email partner@theengagementconference.com for more details.

LOW-COST, QUICK WINS

17.00 Best-Practice, Practical Advice To Take Back To The Office; Help Improve Customer Experience Across Your Organisation

David Ashmore
Director Customer Service & Transformation
Coventry City Council

Luke Mallett
Assistant Director, Supporter Engagement
CLIC Sargent

David Hunt
Head of Digital
Breast Cancer Care

17.30 Chair’s Closing Remarks & Official Close Of Conference

For more information on how to get involved in The Customer Experience Conference For Charities, Public Sector & Not-For Profits, please email partner@theengagementconference.com or call +44 (0)20 3479 2299.