02 Mar 2021 | Online
10:00 - 15:00

Event prices

Private Sector

£345 +VAT

Public Sector

£195 +VAT £145* +VAT

*If registering more than 1 place

Overview

Reframing Customer Experience: Now & the Future

2020 was a year of disruption, altering the way in which public sector organisations connect with their customers, build trust and deliver exceptional service. 

The pandemic has been a force for change, with work from home and fragmented customer service teams the new normal. It has accelerated the digitisation of communication channels, presenting new challenges around digital access and inclusion for all citizens. It has altered customer needs and expectations, offering some the opportunity to try new ways of doing things.  

Juggling this plethora of challenges and continuing to achieve high standards and quality of service has been no easy task. However, customer experience teams across the country have innovated and delivered rapid change. With a year ahead that continues to look uncertain, with no quick return to normal, now more than ever, leaders must reset their customer experience strategies and establish new frameworks for excellence.

The 3rd Annual Public Sector Customer Experience Conference is your opportunity to join leaders across a wide range of organisations to define best practice in this new world, set a benchmark for success in the context of today and take away key lessons to apply to your organisation.

Confirmed Speakers Include:

  • Jo Moffatt, Managing Director, Woodreed

  • Jo Causon, CEO, Institute of Customer Service

  • Kevin Morley, Deputy Director, Customer Service, Crown Commercial Service

  • Graham Atkins, Senior Researcher and Lead - Performance Tracker Project, Institute for Government

  • Kieron Broadhead, Executive Director of Student Experience, University of Southampton

  • Jennifer Payne, Customer Experience Head of Service, Cornwall Council

  • John Ireland, Director, Customer Services, University of Oxford

  • David Blackburn, Chief People Officer, Financial Services Compensation Scheme

  • Dr Ana Paula Nacif, Wellbeing and Leadership Coach, Quantum Leap Coaching & Consultancy

  • Dr Jai Shree Adhyaru Consultant Psychologist/ Manager, NHS Grenfell Health & Wellbeing Service, Trauma Clinic for Children & Young People, Central & North West London NHS Foundation

Agenda
10:00

Chair’s morning introduction
Jo Moffatt, Managing Director, Woodreed

10:15

Keynote: Reviewing the Impact of the Pandemic on Public Services

  • Assessing the impact of the crisis on ​hospitals, general practice, adult social care, ​schools, and criminal courts 
  • What has been the scale of disruption and what has changed
  • Increasing use of digital technology and implications for access
  • Lessons for other public services 

Graham Atkins, Senior Researcher and Lead - Performance Tracker Project, Institute for Government  

10:45

Connecting with Customers & Managing Expectations During Ongoing Uncertainty

  • Exploring what we’ve learned about our customers through the pandemic
  • Where are our customers today: Defining expectations and excellence
  • Examining customer willingness to do things differently – will this be a lasting change, or will we revert to old ways
  • Delivering meaningful messages that connect during a crisis
  • Managing expectations in uncertain times: Delivering a continued conversation when we don’t always know the answers

Jo Causon, CEO, Institute of Customer Service

11:15

Comfort Break

11:30

Managing with Constraints: How to Keep Staff Wellbeing, Happiness & Engagement at the Heart of Customer Service Excellence

  • Re-strategising our approach to people management going forwards
  • Measuring happiness – how to know if your people are happy
  • Developing sustainable work practices that support staff wellbeing
  • Remote monitoring of performance, staff training and development
  • Finding new ways to build team cohesion and integrated working with the organisation

Dr Ana Paula Nacif, Wellbeing and Leadership Coach, Quantum Leap Coaching & Consultancy 

12:00

Case Study: Sustaining NPS & Delivering Excellence Through the Pandemic

  • Using the pandemic as an opportunity to review how we do things
  • Being agile, responsive and flexible to changing customer needs
  • Recognising what you’ve not got in place to deliver expected service levels
  • Developing solutions that are better, quicker, faster
  • How this experience has shaped customer experience for the future

Kevin Morley, Deputy Director, Customer Service, Crown Commercial Service

12:30

Lunch

13:30

Delivering Customer Experience for Vulnerable Groups - Dual Perspective

  • Developing ways to deliver services to hard to reach groups
  • Maintaining access to services and quality of customer experience through the pandemic
  • Exploring ways to gather feedback from all customers
  • Redesigning a hybrid system of service delivery – getting the blend of digital and offline services right
  • Retraining staff to deal with all groups in a virtual setting

Dr Jai Shree Adhyaru Consultant Psychologist/ Manager: NHS Grenfell Health & Wellbeing Service, Trauma Clinic for Children & Young People, Central & North West London NHS Foundation 

  • Being a “household bubble” for 24,000 resident students
  • Maintaining access to services and quality of customer experience through the pandemic 
  • Enabling staff to deal with all groups in a virtual setting
  • The future is hybrid – getting the blend of digital and traditional services right

 

John Ireland, Director, Customer Services, University of Oxford 

14:10

Panel Discussion: Determining the New Normal for Customer Experience Post COVID-19

  • Establishing reputation and trust with customers following the pandemic
  • Reviewing the which process change keep and how to prevent reverting to old ways of working
  • Optimising the opportunity to upskill staff in a new chapter
  • Examining the role of social media and digital tools for listening to customers and gaining insights in the future

Jennifer Payne, Customer Experience Head of Service, Cornwall Council

David Blackburn, Chief People Officer, Financial Services Compensation Scheme

14:50

Closing remarks from the Chair: Jo Moffatt, Managing Director, Woodreed

Speakers
Graham Atkins
Senior Researcher and Lead - Performance Tracker Project, Institute for Government

Graham is the senior researcher on the Institute for Government Performance Tracker team. Before joining the Institute in November 2016, he worked as a researcher at DragonGate, a public sector consultancy, working on a range of projects related to local government and the broader public sector. 

Dr Ana Paula Nacif
Wellbeing and Leadership Coach, Quantum Leap Coaching & Consultancy

Dr Ana Paula Nacif is an experienced executive and group coach, consultant, and facilitator, with expertise in wellbeing, women leaders, and career transition and development. She works with individuals, teams, and organisations in the private, public, and not-for-profit sectors. Ana is also an active researcher in the fields of coaching and wellbeing. 

Dr Jai Shree Adhyaru
Consultant Psychologist/ Manager: NHS Grenfell Health & Wellbeing Service, Trauma Clinic for Children & Young People, Central & North West London NHS Foundation

Dr Jai Shree Adhyaru is a Chartered Counselling Psychologist with around 20 years of experience in working with children, teenagers, and families in a variety of settings. Her specialisms include working with traumatic life events and focusing on self-care and burnout prevention among helping professionals. Jai has a special interest in working with technology that can support mental wellbeing and offers guidance on the use of apps, virtual reality, and augmented reality in clinical work. Jai specialises in service implementation of services targeted at populations that do not access mental health support through traditional means. 

Jai works with a range of presenting difficulties including anxiety, depression, self-harm, anger, and violence, worry about self-image and relationship difficulties. Her approach uses evidenced based therapies – those which we know from research are effective – and applies these systemically, i.e., to consider the influences of our family, friends, workplace, or place of education and other ‘systems’ and how they impact on our wellbeing.  

Jai currently works as the Service Manager for the NHS Grenfell Health & Wellbeing Service for Children and Young People. In addition to her NHS role, Jai also offers consultancy to professionals on a range of topics, offers specialist supervision to support people in managing the emotional impact of working with people in distress and holds several roles with professional regulatory bodies including the Health and Care Professions Council and the British Psychological Society. Jai also guest lectures at the University of East London.  

John Ireland
Director, Customer Services, University of Oxford

John is the Director of Customer Services in the University of Oxford’s central IT team. His group comprises the service desk, managed desktops, digital skills development, research & business systems support and educational media. 

His career in Higher Education IT started in a tight-knit college community, and now brings the delight of supporting some 60,000 staff and students in highly diverse academic fields. He has worked in user support and training, software and systems development, service and project management, information security and sponsorship of IT services. 

John is passionate about seeing things from a customer perspective and using the knowledge and skills of our highly professional IT teams to make IT a trusted, valued enabler for individuals and the University of Oxford as a whole. 

Jo Causon
Chief Executive, The Institute of Customer Service

Jo joined The Institute as CEO in 2009. Over the last 10 years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s barometer of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda. She has extensive experience in the financial services sector having served as a non-executive director to Aegon UK’s independent governance committee and having spent more than 11 years with organisations such as Aviva. She has also held director roles in brand and business consulting, policy development and research for the likes of City & Guilds and the Chartered Management Institute.

Jo focuses on demonstrating the clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

She works with parliamentarians, officials and regulators to help them understand and harness the impact that service has on the UK economy and productivity. She is a regular media commentator and was called to give evidence at the Public Administration Select Committee inquiry into complaints handling.

Away from work Jo is a keen walker and traveller. She has travelled extensively, using her experiences to draw parallels on service strategy which she believes UK organisations should adopt and adapt to enhance customer satisfaction in an increasingly global marketplace.

Jo Moffatt
Partnerships Director of Engage for Success and Managing Director of Woodreed

Jo has been closely involved with the Engage for Success movement as a volunteer since its launch.  She is Partnerships Director as well as co-host of the weekly Engage for Success radio show. The Engage for Success purpose is ‘Inspiring people and workplaces to thrive’ which is absolutely aligned with Jo’s own vision ‘To make workplaces better places to be’.

Jo’s ‘day job’ is MD of Woodreed, a specialist ad agency who use the tools, techniques, creativity and insight of the advertising world to engage employees inside organisations.

Jo is passionate about brands and their power to move people.  She is equally passionate about employee engagement and its vital role in delivering a high performing organisation. Put the two together and she becomes almost evangelical about the power a well-positioned and consistently delivered brand has as a catalyst for employee engagement and organisational success.
 

Twitter handle for Woodreed                     @TunWellsWoodies

Linkedin profile                                                 Jo Moffatt

Twitter handle for Engage For Success    @Engage4Success

David Blackburn
Chief People Officer, Financial Services Compensation Scheme

David Blackburn is one of the most awarded HR professionals working in the UK today: most recently winning HR Team of the Year in the HR Excellence Awards. In January David was made a Chartered Companion of the Chartered Institute of Personnel and Development (CIPD). This is the highest accolade and level of membership awarded by the CIPD professional body and the selection of individuals to enter this group – currently only twenty-six - is made directly by the CIPD Board.

With over 20 years’ experience in leading all aspects of Human Resources, David is currently the Chief People Officer of the Financial Services Compensation Scheme (FSCS). Prior to his current role he worked across both the private and not-for-profit sectors. David is a graduate of the University of Aberdeen and the London Business School; a Fellow of the Royal Society of the Arts, Manufactures and Commerce; the Institute of Leadership and Management and a Member of the Guild of HR Professionals.

David Blackburn is the Investors in People (IiP) Leader of the Year; MEMCOM Excellence Awards HR Leader of the Year and Personnel Today Awards HR Director of the Year 2020 as well as being the inaugural Financial Times FT Adviser Diversity Champion of the Year. David’s work has been recognised in multiple National Awards including: Brilliance in Internal Communication; Business in the Community (BITC) Responsible Business; CIPD People Management; Employee Benefits; Engage Awards; Financial Adviser Diversity in Finance; Financial Innovation; Housing Heroes; HR Distinction; HR Excellence; Investors in People; Personnel Today; and the UK Customer Experience Awards.

Jennifer Payne
Head of Customer Experience and Improvement, Cornwall Council

Jenny is the Head of Customer Experience and Improvement for Cornwall Council, one of the largest unitary authorities.

Her team look after a number of areas focused on driving customer satisfaction up. These include contact centres, the website and digital platforms, digital inclusion and skills, customer feedback, customer data and the overall customer strategy. In addition to this, her team lead on driving a culture of continually improving efficiency for the Council.

Jenny has worked in a number of industries outside of the public sector including Hospitality, Retail and Transport and in all of these areas her focus and drive has always been to ensure the customer is at the heart of service design.

Jenny describes her passion around customer as ‘an infectious energy’ that she actively encourages colleagues to share.

Kevin Morley
Deputy Director, Customer Service, Crown Commercial Service

Kevin is an experienced Customer Service Director. In the last few years he has led his service to an increase in NPS from -42 to +58. During that period the service has changed significantly, expanding its offer and the range of products supported while also achieving a staff engagement score of 73% during this time of change. Kevin has delivered a wide range of transformational change programmes that are focussed on the customer as the output. Kevin has worked in both the public and private sectors and for local, regional and national organisations. He has a real passion for delivering customer centric services that are driven and owned by your people.

Who should attend?

Heads of Customer Service Development - Customer Relationship Managers - Heads of Customer Experience - Heads of Customer Services - Customer Contact Managers - Heads of Customer Insight - Heads of Communications - Senior User Researchers - Heads of Digital

Previous delegates to related events include professionals with the following job titles:

  • Customer Service Delivery Manager

  • Director, UK Marketing and Communications

  • Director of Customer

  • Head of Business Transformation

  • Head of Service

  • Head of Customer Experience

  • Head of Communications & Engagement

  • Senior Customer Intelligence Manager

  • Senior Digital Product Manager

  • Head of Customer Contact

From organisations including:

  • Information Commissioner's Office

  • NHS Business Services Authority

  • Wokingham Borough Council

  • Criminal Injuries Compensation Authority

  • Crown Commercial Service

  • Norfolk County Council

  • HMRC

  • Department for Education

  • Sovereign Housing Association

  • Home Office

FAQs
How much does it cost to attend the Customer Experience Conference?

Public Sector & Not for Profit  | 1 Place: £195 | 2+ Places: £145 each
Private Sector | 1 Place: £395 

Where will the event take place?

Due to current uncertainty surrounding live events and restrictions around social distancing, this event will take place online on Zoom webinar.

Will there be interaction in an online event?

There will be opportunities throughout the day to put your questions to all of our speakers as well as active participation in panel discussions.

Is this a CPD certified event?

All of our events are CPD certified. This event is equivalent to 3 CPD points. A certificate is available on request post-event to all attendees.

 When do I receive joining instructions?

We will be sending out joining instructions to all delegates a couple of weeks prior to the conference.

Will the presentations from the sessions be put up online after the event?

Access to presentations and videos from each conference session will be provided to delegates after the event.

How can I find out about speaking opportunities?

To make any speaker suggestions, please contact louise.booth@dodsgroup.com 

If you have any questions regarding our events or wish to attend an event, please contact our Customer Services team on 0207 593 5739 or via email.