HALL 3
CONFERENCE PROGRAMME
CUSTOMER ENGAGEMENT IN RETAIL, PART TWO 15:3015:50
Kia Oval & American Express Community Stadium Case Study: The High Speed Customer Experience Nick Brice, L&D Partner, American Express Community Stadium In some retail environments, turning a transaction into a human interaction is a big challenge, given the operational time pressures, and often high staff turnover. Drawing on case study material from The Kia Oval and the American Express Community stadium, Nick will share some practical methods that have achieved measurable increases in revenue within minutes of being implemented. Nick is L&D Partner for the American Express Community Stadium – creating and leading a multiaward winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies! Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership and Professional Impact for multinationals in San Francisco, Milan, Rome, Sofia. Safety Leadership programmes in UK, Sydney, Melbourne, Istanbul.
15:5016:10
Figleaves Case Study: A Practical Guide to Implementing a Multi-Channel Customer Service Strategy Leigh Janson, Customer Service Manager, Figleaves Multi-channel customer service has long been an aspiration for contact centres however the practicalities of actually implementing this presents the biggest challenges. Join Figlevaes for this case study presentation where they will discuss: • • •
Leigh Janson has been with Figleaves for the last seven years as the Customer Service Manager and is responsible for managing over 10k customer contacts and increasing net promotor score. She has also held a variety of other positions prior to Figlevaes which included strategic management and IT lecturing.
16:1016:30
Sofology Case Study: Co-Creating your Culture with Customers and Teams Alyson Fadil, People Director, Sofology Defining your culture can be challenging, at Sofology we co created ours with the help of both our teams and our customers. Shaping our values and demonstrating our behaviours with our customers has enabled Sofology to enhance its brand and truly ensure our customers feel at home on a sofa they love. Alyson joined Sofology (formally CSL) in July 2012 as HR Director. Her role is responsible for leading its 1000 Sofologists through a transformational change programme that turns sofa retailing on its head. The transformation has included rebranding a wellestablished retail business twice, leading cultural change to a service centred proposition, recruiting a full executive team to assist with external investment and preparing the business to become an Omni channel retailer. Alyson is a Fellow member of the CIPD with an MA in Strategic HR management. Currently studying with the OCM for the Advanced Diploma in Professional Coach Mentoring. She started her HR career in 2005 as a Divisional Business Partner for Luminar Leisure, before moving onto Selfridges Ltd as a dual site Senior HR Manager. Her earlier career as a General Manager served her well to transit into a pragmatic, commercial HR professional. Alyson is a trustee for the charity Dancesyndrome which is an inclusive arts organisation that enables learning disabled individuals to access high quality leadership and development opportunities in order to be more active and visible citizens.
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HALL 3
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The challenges of managing disparate systems How to pick the right channels for your customers How to manage the transition from one channel through to multiple channels and the implications on agent management How to future proof your technology investment to accommodate new and emerging channels such as video