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Join Us On Tuesday As Charity, Public Sector & Not-For-Profit Speakers Explore Engaging, Insight-Led Customer & Supporter Experiences & Journeys

Practical, Real-World Strategies For Exceptional, Engaging Insight-Led User, Supporter & Customer Experiences & Journeys: 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

A One-Day, Practitioner-Led Conference & Networking Event, 12th June 2018, Museum of London Docklands, London.

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


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

  • Create effective, engaging journeys which reflect customer needs on the right channels and touchpoints to strengthen the customer relationship
  • Discover and utilise cost-effective, pragmatic tools which guide and enhance customer and supporter journeys and encourage self-servicing to reduce operational costs
  • Holistic, practical approaches to multi-channel customer journey mapping
  • Get under the skin of your customer data to determine long-term journey improvement plans which increase efficiencies, identify pain points and reduce drop outs

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

Mark Pesavento
Email Marketing Manager
Battersea Dogs & Cats Home

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


10.10 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

  • Meaningfully use omni-channel customer insight with limited resources to influence internal decision-making
  • “You said, we did”: communicate to customers that you have acted on their feedback to improve experiences
  • Use surveys and feedback loops cost-effectively to improve engagement, awareness or income by tapping into your customers’ expectations

Tracy Griffin
Executive Director Marketing, Fundraising & Communications

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

David Wales
Customer Experience Manager
Kent Fire & Rescue Service

10.45 Morning Refreshment Break With Informal Networking

11.15 Informal Peer Discussions – Audience Group Breakouts

A) Age

B) Income Brackets

C) Education Levels

D) Disability

Lisa Quinlan-Rahman
Executive Director of Customer Strategy & Experience


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

  • Get to know your audience better on a budget: discover and tap into evolving customer and supporter insights, motivations and channel preferences for efficient targeting
  • Successfully interpret and segment large data sets: determine what is suitable for your customer base and ensure you target the most appropriate audiences
  • Talk to the right people in the right way: create content tailored to the needs and motivations of your different audiences to deliver the best integrated experiences and journeys

Tracy Griffin
Executive Director Marketing, Fundraising & Communications


12.05 Growth Driven Campaigning

Graham Stacey
Orange and Blue Creative Services


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

  • Realistic applications for AI, automation, chatbots, feedback and tracking systems and software – keep improving results when budgets and time are tight
  • What’s new? Improve accessibility and meet the needs of your customer by including fresh, different technologies and tools such as voice search, video and live chat
  • Successfully integrating inexpensive new technologies into your channel mix for seamless customer journeys across every touchpoint

Stephanie Borne
Head of Digital Fundraising

12.55 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

13.55 Afternoon Chairperson’s Opening Remarks

Jane Clancey
Assistant Director of Marketing
Royal British Legion


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

  • Encourage online customer appetites: promote and improve self-service platforms for a more efficient customer experience and save on operational costs
  • Tangibly improve online accessibility to increase engagement
  • Discover how to best digitally service or acquire new customers using social media platforms; become as eye-catching as private sector companies who don’t face the same resourcing restrictions

Ellie Denney
Head of Digital Channels
National Trust


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

  • Maintain consistencies and sustain customer engagement as you transition from multi-channel to omni-channel
  • Appreciate your individual customers’ needs and preferences; successfully integrate traditional and digital and practically to ensure a less digital audience is still catered for
  • What new, pragmatic tools are out there? Invest in the best for your organisation, maximise retention and ensure you’re getting the best value for money
  • Which channels perform the best for customer acquisition and retention?
  • Cut through appropriately: find the balance between professionalism and unsuitable chat on social media channels

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


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

  • Enable easy access for your entire customer base and increase conversions or effective servicing
  • What makes for good user experiences? Build a good first impression and change public perceptions for your organisation to secure return donors or reduce frustrations
  • Integrate mobile into your user’s experience to improve accessibility to your services and reduce operational costs
  • Turn complaints to action, improve accessibility to your services and reduce operational costs with brilliant customer contact
  • Harness the best language for speaking to your user and supporter base to maximise engagement

James Small
Head of Digital Engagement
Anthony Nolan


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

  • Sustaining culture change organisation-wide! Innovative, creative ways to encourage internal collaboration and revolutionise the way customer experience is perceived
  • Equip staff, volunteers and internal customers with the correct ethos, skills and training to maintain a culture of high-quality customer experience
  • How can you cost-effectively engage and motivate employees company-wide to improve satisfaction at every touchpoint in the customer journey?

Suzanna Shaw
Director Customer Service
Essex County Council


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

Pragmatic and realistic advice for affordable or free tech, tools and ideas to continually improve your customer and supporter engagement strategies.

Luke Mallett
Assistant Director, Supporter Engagement
CLIC Sargent

David Hunt
Head of Digital
Breast Cancer Care

17.15 Chairs Closing Remarks & Official Close Of Conference