Customer Engagement Examples of Excellence
Customer Engagement Examples of ExcellenceJul 05, 2022
The Long Game of Loyalty: A Fireside Chat with Divya Kerslake, Head of Customer Strategy at Virgin Red
Everywhere you turn, every company you transact with is trying to sign you up to their new loyalty scheme. Retail is saturated with loyalty schemes but are they effective? Divya will explore the rise of loyalty schemes, their purpose and how to create lasting relationships with your customers.
Embedding Vulnerability Consideration across Your Business: A Fireside Chat with Karen Stewart, Senior Vulnerable Customer Consultant at Standard Life
We are all potentially vulnerable at some stage in our lives be it a life event like redundancy or a bereavement through to our own health.
Consumer duty is all about delivering good outcomes for all customers and vulnerability is mentioned more that 100 times in the final paper so from a regulatory aspect, it’s critical. We have never been driven by regulation alone and we have a market leading strategy and societal responsibility behind our approach.
Customer facing colleagues are key when it comes to supporting customers in vulnerable circumstances however we recognise the need to really embed vulnerability consideration into everything we do and into our product, proposition and communication deign. If we don’t embed consideration at this earlier stage, our customer facing colleagues will always be met with customers struggling to engage with our products and services.
Our approach to embedding vulnerability consideration is key to helping us achieve good customer outcomes and our approach has been to embed a framework supported by principles and standards as well as a three pronged approach to training which has allowed us to bring vulnerability to life for our colleagues and to help close the empathy gap for colleagues fortunate enough to have not been impacted by vulnerability or an accessibility challenge.
Unlocking Customer Insights Through the Development of a Voice of the Customer Programme: A Fireside Chat With Charlotte Owen, Head of Customer Planning & Customer Relationships at Financial Times
Discover how the Financial Times works to understand their customer story.
Listen to this session from the 2023 Customer Engagement Transformation Conference, where Charlotte Owen, Head of Customer Planning & Customer Relationship shared how unlocking your customer needs and motivations supports strategic decision making and allows for commercial growth.
Getting Closer to the Customer: A Fireside Chat With Anna Wilcox, Customer Experience Director at Bupa
Bupa is a large global organisation and within the UK has over 26,000 employees supporting over 4.7 million customers with their health and care needs. As one of the leading health insurance providers in the UK, Bupa Insurance has witnessed the impact that Covid-19 has had on the population and the healthcare industry.
The pandemic has changed the world as we know it, our outlook on the world and our attitude to health and wellbeing. During the pandemic the limited access to healthcare gave rise to a change in how customers looked to access healthcare. Bupa needed to ensure that its people remained close to the customers to understand how their needs were changing so that its products and services could support them in their daily lives and remain relevant and provide value.
To achieve this Bupa set out six strategic challenges to be achieved within 3 months, one of which is to enables its people to get closer to the customer and take ownership for delivering the change needed to improve the customer improvement. During this session Anna Wilcox, Head of Customer experience shares how they did so....
Putting Your App at the Heart of Your Customer Experience
The use of Apps has grown phenomenally through the pandemic years and are known to drive loyalty with customers. In a recent report from Google, they quoted that retail brands that design app journeys to drive customer loyalty have a Net Promoter Score that’s 32% better than retailers that do not.
However, customers are starting to be more selective with the Apps they are keeping on their personal devices. Bethan talked about how to set your App strategy to drive customer loyalty and growth.
Bethan is a customer experience specialist. She started her career advising Retail, Services and Media businesses as a Strategy Consultant. Over the last 10 years she has led the development of customer propositions for some of the UK’s leading retail brands including John Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the heart of their experience.
Unlocking Customer Insights through the Development of a Voice of the Customer Programme: A Fireside Chat with Charlotte Owen, Head of Customer Planning, Customer Relationships at Financial Times
Discover how the Financial Times works to understand their customer story. How unlocking their needs and motivations supports strategic decision making and allows for commercial growth.
Unlocking Exceptional Customer Experiences: The Power of Empowered Employees
Engaged employees = Superior CX: Empowering employees boosts their engagement, leading to exceptional customer experiences.
Ownership and Initiative: Empowerment fosters employee ownership and initiative, driving proactive problem-solving and improved CX.
Collaboration and Innovation: Empowering employees encourages collaboration, knowledge sharing, and innovation, enhancing overall customer experiences.
By empowering employees, organizations can elevate CX through engagement, ownership, collaboration, and innovation.
The Strategic Importance of the Contact Centre
In today's podcast, Gerry Brown, Chief Customer Rescue Office at The Customer Lifeguard, and Leigh Hopwood, CEO at the CCMA, delve deeper into the importance of the contact centre and its role in driving customer loyalty and retention. They highlight the pressure on the frontline, the need to close the gap between customer expectations and service delivery, and the effective utilisation of contact centre insights to drive business change. Through their insightful discussion, they emphasise the critical role that the contact centre plays in shaping the customer experience and ultimately, the success of an organisation.
Supporting Front Line Teams Having Difficult Conversations
A Fireside Chat with Sabina Onwuka, Customer Services Manager at London Borough of Barking and Dagenham.
Making the Changes to Make Hybrid Work: A Fireside Chat with Lucie Child, Strategy Lead, Customer Care at The Very Group
Hybrid working is without doubt one of most significant changes to the way we work in living memory. For many businesses, enabling remote working was a necessary response to ensure business continuity in the face of the challenges thrown at us by the pandemic. We now have the opportunity to take stock; to reclaim control, create balance and reshape the new ways of working in a way that works for our people and our businesses. The debate rages on about the most appropriate way to do this and of course the answer may well not be one size fits all. Join us as we discuss what we all need to be thinking about before we make the changes needed to make hybrid work.
Using Speech Analytics to Track Vulnerability and Cost of Living Consumer Behaviours
Recognising the needs of vulnerable consumers can be paramount to ensuring great customer services. Hear from Tandem Bank's Managing Director of Servicing and Tandem’s Customer Experience Manager on how they utilised speech analytics to track vulnerable and cost of living consumers behaviours.
E.ON Next Reveals How to Create a Customer-First Culture
Set up in the midst of the pandemic, E.ON Next is a new energy supplier focused on renewable energy. In a podcast for Engage Customer, CEO of Soul Corporations and Guest Editor at EBM Nicholas Brice spoke to E.ON Next’s Head of Digital Customer Experience Abdul Khaled. Together, the two discussed what it means to be a customer-centric organisation and how companies can provide value to their customers.
Recent crises have put energy at the forefront of people’s minds
Discussing E.ON Next, Abdul noted that the energy supplier previously occupied a space which attracted relatively low interest. Now, however, this has drastically changed due to the recent crises which have put energy at the forefront of people’s minds. As a customer-centric organisation, E.ON Next is now focusing on providing customer value and helping clients use their energy more efficiently.
In the podcast, Abdul stressed the importance of leadership and the direction that they set. Expanding on this, he shared that the leaders who wish to place customers at the heart of their operations should ask themselves whether their targets are customer centric. Going further, Abdul urged leaders to develop long term strategies:
“Are you prioritising customer feedback, customer sentiment and customer ratings over and above profit sales with the belief that if you stay the course, providing customer value and making sure that customer satisfaction is at the top of your priority list, profit, sales and revenue would naturally transpire?”
Defining values and principles
To ensure that their customer-centric strategy is successful, leaders must also define clear values and principles. Revealing the values that drive a customer-first culture in E.ON Next, Abdul pointed to speed and urgency. More specifically, he discussed the current living conditions in the UK, highlighting people’s fear of poverty, their struggle to keep warm, and the potential illnesses they face.
“If I had people in my organisation who are not able to prioritise that customer and are too worried about their process or perfecting their work, that’s not a right culture fit because for us right now, it’s about how can we reduce the cost that customers are paying for their bills, […] how can we help them, how can we give them advice, tips, techniques, solutions to stay warm throughout this winter. That means that when we see a problem, we need to deal with it with urgency and speed.”
Besides discussing these issues, Abdul spoke about customer centricity more broadly; that is, he shared the success stories of other companies, including Amazon, Apple, and Michelin. Moreover, he gave businesses advice on how to become more customer centric.
The main tips he offered were to think outside the box, create a unique value proposition, have the right culture, invest in the right tools, and take action once you have insight into your customers’ needs.
Adapting Service for Vulnerable Customers: A Fireside Chat with Andy Harrison, Senior Manager, Vulnerable Consumers Lead at Fidelity International
After 20 years in the insurance industry, I joined Fidelity in August 2020 to focus on our approach to supporting customers in vulnerable situations. I started my career in a call centre and progressed into management roles before pivoting to conduct regulation, where I became subject matter expert in significant regulatory changes in consumer protection like the Insurance Distribution Directive and the Fair Treatment of Vulnerable Customers. I have always worked to provide good outcomes for customers and so moving into this role was ideally suited to me. It’s a very rewarding and challenging role.
Becoming Truly Customer-Centric: A Fireside Chat with Maria Vidler, Head of Resolution at Starling Bank
Maria is the Customer Outcome & Resolution Director for Starling Bank. She is an experienced senior leader, with a proven track record in the financial services sector which spans over 20 years. Maria cares passionately about customer centricity and has successfully delivered a number of operational performance and customer experience improvements at multiple financial services organisations in order to support business and strategic ambitions
Innovation At Speed: A Fireside Chat with Lynzi Ashworth, Campaign Planning and Analytics Center of Excellence Leader - UK, EMEA and APAC at Aon
Overcoming Challenges in a Digital-First World: A Fireside Chat with Anuj Agarwal, Data and AI Lead at NatWest
Managing Different Customer Demographics: A Fireside Chat with Allison Coucher, Senior Service Strategy Manager at Sky
Guest Experience During and After the Pandemic: A Fireside Chat with Frans Leeanaars, Group Customer Experience Director at TUI
How are knowledge management initiatives revolutionising the human experience?
Stop Juggling: How to Take Control of all Your Enterprise Knowledge
The Main Risks of Not Adopting a KM Strategy: Your Coffee Break with Brendan Thompson, Knowledge Management Lead at Facebook Inc
How is the future of work is shaping KM? Your Coffee Break with Barbara Bitondo, Lead Designer, Knowledge Solutions at The World Bank Group
Common Mistakes in Implementing Knowledge Management Initiatives: Your Coffee Break with Pete Poul-Graf, VP, Global Service Desk, Service Now Dev-Ops, Transformation and Workspace, Customer Care at DHL
Knowledge Management at The Royal Mail Group: Your Coffee Break with Kate Jones, Head of Knowledge Management at The Royal Mail
How is traditional customer contact evolving and what does this mean for the customer journey?
Consumer Behaviour in the Fitness Industry: Your Coffee Break with Wais Shaifta, Non-Executive Director at The Gym Group
How Listening to Customers Helps Exceed Expectations: Your Coffee Break with Joanne Brown, Head of Customer Service at Cromwell
3 Pillars to a Truly Customer-Centric Organisation: Your Coffee Break with Michela Cocco, Global Customer Experience & Innovation Manager at Nespresso
How a Community is the Key to Engagement: Your Coffee Break with Julie Austin, Marketing and Digital Director at Bravissimo
Ever wondered what it’s like to be working for a company that to inspire women to feel amazing and celebrate their figures? Join our exclusive interview with Julie Austin, Marketing and Digital Director at Bravissimo as she tells us more about her role, recent projects, and future plans.