9:30     

Registration and Coffee 

Customer Engagement and Employee Engagement: What's the Connection? 

In this session, we will consider how employee engagement can play a crucial role in enhancing customer engagement.

• what is employee engagement?

• what can line managers do to raise engagement levels amongst their team?

• how can employee engagement impact on customer engagement?

Professor  Katie Truss - Professor of Management and Head of Kent Business School at Medway

CASE STUDY: Travelport . How employee engagement improved business processes, employee advocacy and reduced costs

Crispin will explain how Travelport has used Net Promoter to underpin an innovative employee engagement programme to drive process and communications improvement and enhance levels of employee advocacy.  

Crispin Manners, CEO, ONVA 

11:30 

Coffee 

Understanding how to emotionally engage your employees and customers has direct and powerful links to enhanced financial performance.  Whilst new technologies and ideas are quickly replicated, an emotional infrastructure based on the human nature of your employees enables consistent, sustainable high performance and, critically, is hard to copy.

Peter Flade -  Senior Managing Partner, Gallup 

The number of Generation Y people in the UK is roughly equal to the population of London. This enormously significant demographic group of people are often misunderstood, mismanaged and poorly motivated. Kevin Harrington’s presentation will deliver some headline research information and some thoughts on how best to engage and work with Generation Y. This will be supported by learnings from clients and Sodexo, an employer of 38,000 staff in the UK. Delegates will also receive a supporting white paper on the subject.

Kevin Harrington, Director of Sodexo Motivation Solutions

13:15 

Lunch 

Panel Debate: How Employee Engagement can drive business performance and deliver successful Customer Engagement

Panel members: Professor Katie Truss, Crispin Manners, Peter Flade, Kevin Harrington,Steve Hurst

The virtuous triangle: Engagement>Satisfaction>Profitability

• Hear how Nationwide links their promise with their employee promise
• Identify ways to measure the relationship between employee engagement, customer satisfaction & profitability
• Why enabling your people motivates them to go the extra mile for your customers
• Discover ways to eliminate the barriers preventing people from doing a great job
• Get new ideas on how you can clone your best people to improve performance

Amanda Reynolds, Customer Experience & Employee Engagement, Nationwide

16:00 

Coffee 

17:05

'Engaging your people to engage your customers: the Towry way'

Towry, a fast growing Wealth Advice business (Sunday Times 'Fast Track 100' Company) has been transformed from a loss making commission based IFA, with substantial employee turnover and poor retention, to a leading example of wealth advice.  This had been achieved in a significantly changing environment both from a regulatory and demographic prospective, whilst the 5 year transformation has been driven in context of substantial acquisitions and business re-engineering, the fundamental catalyst that has driven the business transformation has been the cultural change.

Andrew Fisher, Chief Executive of Towry Law Group

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DIRECTIONS & HOTELS

Agenda subject to change and alteration for circumstances beyond the control of the organiser