May 16th 2017, location: The Brewery EC1
Members of the CCMA arrived to a surprisingly sunny London to enjoy the Q2 Seminar on Homeworking and Social Media best practice.
You’re Fired! Not words anyone would like to hear, however words fans of the Apprentice will know well. There is much talk about being fired this week, with the sudden departure of James Comey, FBI Director, at the hands of President Donald Trump.
It’s that time of year again and this year to Harrogate, home of the famous Betty’s Tea Rooms and Turkish Baths for the Customer Strategy and Planning conference from the Forum, held at the grandly named Majestic Hotel.
Chris Rainsforth kicked of the opening keynote with a brief history of Harrogate, also known as “The English Spa” and since 2013, polls have consistently voted the town as “the happiest place to live” in Britain.
Nicola Callan, Head of Engagement and Learning at The Forum introduced us to storytelling, and the art of ‘Telling Stories of Success’;
‘Tell me a fact and I’ll learn it, Tell me a truth and I’ll believe.
But tell me a story and it will live in my heart forever’
The science tells us that our brains become more active when we are told a story. Whenever we are told a story, we want to relate it to our existing experiences and because of this we are more likely to remember. According to Uri Hasson , ‘a story is the only way to activate parts in the brain so that a listener turns the story into their own idea and experience.’
Next up was Mike Harvard from Ember Services, who took us through making the case for investment. Mike’s opening slide advised that according to research from Call Centre Helper, over half of business managers don’t get the investment they think they need to effectively manage their customers. Why not?
Mike explained that many opportunities are lost as we don’t ‘speak the language of the boardroom’. The ‘C suite’, are interested in P&L, balance sheets, risk, competitiveness, agility/execution – all driving stakeholder returns. Emotion can also work well in the boardroom in the way of using examples of the effect on the customer but we need to make a compelling case and be visionary to get the desired effect.
Jonathan George, Director of Sales & Service at the RAC, shared his career journey, days gone by when he had hair! as well as key steps to learning and continued development: Test and Learn. Sometimes it is OK to fail!
‘You must be the change you want to see in the world’ – Ghandi.
Steve Woosey talked about the ‘Glue Guy’, the Glue Guy is the person in your team, that holds everything together, they will not be the most successful, but their input, and the little things they do to hold the team together are invaluable. We need to identify and support our own Glue Guys for a more effective, stronger team.
The Conference featured all of the 11 Award Innovation Finalists presentations;
TUI; Who have been on a sizeable transformation journey, put resource planning at the heart of every decision and helped their people visualise desired behaviours. TUI also shared the grit and determination from their people when faced with a site closure, they created and presented a compelling story to the board, who with good reason to do so, reflected on and reversed a site closure decision. A business truly listening to its people and acting in the best way for all.
BT, Aegon, FCA, Staples and Legal and General; L&G presented a case study jam-packed full of content and wins, although centred around automation and robotics, it was always with the customer and their employees in mind. Despite delivering significant cost savings and efficiencies from ‘Bots’, they have also raised their employee engagement significantly and have not lost any heads, as they have been trained, developed and utilised elsewhere. L&G also talked about creating a ‘Great Place to Work’. It is not about free pizza’s – An employees direct line manager makes the biggest difference to engagement!
IFDS, HSBC, SkyBet, Shop Direct and Three Ireland; Three Ireland have developed an amazing analytics dashboard, individual to their business and needs, showing real creativity and ROI, everyone who saw the solution was impressed. (Three Ireland went on to be the overall winners of the evening, so huge congratulations to Dick and his team.)
All of the presentations showed real resilience, innovation and as Richard Abdy spoke about the next day ‘courage’. Well done to all!
Other highlights included; Phil Anderson who talked about what you need to realise potential and encouraged us to Dream; As what you dream is what you get. Too many of us are not living our dreams as we are living our fears!
There was an engaging keynote from QStory’s Patrick (Paddy) Coleman, who talked about how disengaged colleagues don’t thrive and took us to an unexpected place; Uranium mining in Namibia.
Just a brief mention for our very own Perry Fletcher, who got to the final of the ‘Salon Bar Shootout’ at the Monday night entertainment, provided by The Team Challenge Company, sadly Perry just lost out in an exciting best of 3 finale to Colm Maguire, however, did get the fastest time of the night! The networking games and entertainment was a very enjoyable, friendly night which included many wins and lots of loses (all pretend money) on the Black Jack and Roulette tables, where the competition was high and the luck fleeting….
As always, an interesting, fun and enlightening few days and so great to meet so many people again.
So on to the awards – Congratulations to everyone involved and especially to each of the following, a full list of all the finalists and case studies can be found here
The overall winner was Three Ireland, with individual awards taken by Aegon, TUI, L&G and Sky Betting & Gaming.
The 2017 Hero Awards were:
Did anyone watch The Voice debut on ITV this weekend? Don’t worry if talent shows and reality TV is not for you, as this is not an article about those, Will.i.am, or Tom Jones, but about Domino’s Pizza and the rise of their customer experience, coupled with their business success.
I have judged at the UK Digital Experience Awards every year since it has started and I am still amazed each year with the amount of time and effort that is put in to, not only the entries and presentations by the finalists, but also by the organisers of the event to make sure that it runs smoothly. Yet again, this was a really great event, which gave some of the more well known and favourite brands, as well as new and upcoming organisations, the chance to showcase their digital propositions and the reasons why they thought themselves to be worthy winners of various different categories. See the finalists and categories here.
Does Customer Experience Drive Revenue Growth?
According to the Forrester’s report ‘Customer Experience Drives Revenue Growth, 2016’, yes it does!
Last week we were back at The National Data, Analytics & Insight Conference 2016, hosted by The Forum, which, once again proved to be a great success. The Forum gave an overview of where our industry is right now which was followed by some best practice seminars, split across Customer Insight, Quality and Customer Experience focussed sessions.
There were lots of ideas and improvement initiatives shared which gave the 200 strong audience much to take back to the office to help drive their continuous improvement and customer transformation programmes.
Ian Robertson, Customer Contact Specialist at The Forum, started the day off with a magical start.
Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards.
With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with over 800 attendees, there to celebrate improvements within customer experience.
Have you been watching and enjoying, the The Job Interview on Channel 4 and if so, what have you learnt from the adventures of those featured?
#Thejobinterview has been featuring two companies who have a real vacancy to fill each episode.
Earlier this year in the Gartner Executive Survey CEO’s put customer service as the most important priority after growth.
“The big rise of explicit mentions of the word “customer” was very noticeable in the results of this year’s survey,” Mark Raskino, vice president and Gartner Fellow.
Great – The Customer finally has a seat at the top table, so why are many organisations still struggling to deliver great service?
Just because the “C- suite” have finally recognised the importance of the customer, does not mean that the customer experience within these organisations will suddenly improve.
As we know saying, or thinking something and actually doing something and taking action, are two very different things.