CONFERENCE PROGRAMME
15:2015:40
HALL 2
Becoming Customer Centric With Digital Solutions Ross Lane, Head of Digital Contact Centre Solution & Depesh Nathwani, Director of Digital Services & Business Development, DOTS In an age where a plethora of digital technologies are transforming the world around us, it’s easy to get swept away with all the hype and buzzwords. But despite all these exciting developments, the core business challenge remains the same – how can you better serve your customers’ needs with a great brand experience, in a quicker and more quantifiable way? “Pesh” and Ross will challenge some of the biggest misconceptions out there and provide thought-provoking insight into how best to channel the right solutions for your customers. A highly experienced manager with a successful track record of working in digital solutions, deployments, transformation and digital optimisation strategy. I have a proven work history of working within new projects and initiatives as an operational lead, in a client services role or as a contributor to the business development opportunities. I enjoy working in a fast paced environment and utilising my analytical, strategic and interpersonal skills to effect the growth and success of the business and individuals involved. My communication skills are excellent in all forms and I am able to interact, and influence on all levels with internal and external stakeholders.
HALL 2
A self- motivated, results driven individual with a track record in Sales, Operational, Project and Service management experience across a global environment. ITIL v3 accredited with proven project and service delivery of on shore and offshore projects, on time and against budget. Possessing a high standard of written and oral communication, numerate and detail conscious with the ability to analyse and draw conclusion from a variety of numerical/ business data. Capable of using own initiative whilst working alone or as part of a team and also whilst managing others. Good strategic appreciation and vision with a logical and methodical approach to achieving objectives. Self-sufficient with a get up and go attitude, always seeking to learn and grow. With good time management, works well under pressure and to tight deadlines and has the ability to influence & motivate others. Confident and assertive with excellent interpersonal skills and a strong background in relationship building. Adaptable and enthusiastic with a strong focus on customer service.
15:4016:00
How to Get Your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation A great experience is so much more than a supporter care programme, a newsletter, or a supporter journey. It’s about the entirety of every interaction a supporter has with a charity. And, crucially, it’s about how this makes your supporters feel about you. Richard will present the findings of research from the commercial and charity sectors about what makes a great experience and examples of how charities are putting these lessons into place to inspire their supporters. They will also show that creating great experiences starts with having the right goals and setting the right KPIs before sharing the results of a major new research project that measured the experience across many UK charities.
Richard Spencer has been the Director of Promoderation for nearly 4 years. Our role at Promoderation is to help open-minded and progressive organisations ‘do more, with less’ by transforming their approach and putting the supporter at the heart – as opposed to focusing solely on the money or the management. Charities, public sector and social enterprises must deliver more impact and public benefit with fewer resources and increasing demand. Under these conditions, the familiarity and security of reporting tangible financial outcomes to managers is a seductive and reassuring habit. This really must change. We have 20 years of experience developing and delivering practical approaches and techniques to make the shift and put the supporter at the heart.
16:0016:30
34
Coffee and Networking