Future proofing your customer experience
Customer experience is top of the agenda for more than a third of organisations, so the pressure is on organisations to get creative and innovate to differentiate their customer experience.
Join us for a half day exchange of case studies and ideas at ORC International’s 15th Customer Strategy Conference at LSO St Luke’s.
Speakers from client organisations plus ORC experts will be sharing their experiences and insights for future proofing the customer experience. We’re delighted to be joined by TfL and E.On and we will soon be announcing a third speaker from the financial services industry.
Every day a fleet of 8,600 buses operates across 700 bus routes in London, carrying 6.5 million passengers – more than the rest of England combined. For every journey made on the London Underground, nearly two are made by bus. TfL relies on smart research to stay on top of customer experience, but translating those insights into action is what really drives their performance up. The research program that TfL undertook in partnership with ORC focussed on bringing insights to life, and as a result was recognised and celebrated through winning the MRS/Aura Insight Management Award. TfL will share how they changed the bus customer experience and their approach to galvanising the organisation to take action.
Sponsors of the launch of Sky Cinema, partners with Swedish Swimming Federation’s virtual reality initiative, and creators of a school workshop programme on energy saving, E.ON actively seeks out innovative and creative ways to reach their customers. To ensure that they are delivering an experience to match, they have recently redesigned their digital customer journeys. In this paper, E.ON will outline how this activity has delivered greater customer centricity.
Wesleyan provides tailored financial solutions to customers and members, notably in the medical, teaching and legal professions. In 2011, in collaboration with ORC International, the Customer Voice programme was set up to drive a more customer-centric culture. Since then, Wesleyan has worked to place customer feedback at the centre of the organisation’s decision making.
The programme has helped to spark new initiatives, and driven real improvements for customers. Wesleyan will highlight the benefits this has brought to the business, and share learnings on how to keep customer feedback programmes fresh and current.
Book your place
Our 15th year is set to be our biggest yet. You can view the full agenda here.