25th - 26th September 2018 | Clayton Hotel Chiswick , Chiswick, United Kingdom

Workshop Day

1:00 pm - 1:30 pm WELCOME, REGISTRATION & REFRESHMENTS

1:30 pm - 3:00 pm DEMONSTRATING THE ROI OF EMPLOYEE EXPERIENCE

Join us for a deep dive SWOT analysis workshop as we hone in on the changes that have been made in the name
of employee experience. What’s more, how do we measure the impact and the ROI of these changes? How do we
prove the work of employee experience initiatives within the timeframe that companies are demanding?

SWOT Analysis

Through identifying the strengths, weaknesses, opportunities and threats in your system, this workshop will look at
how to improve data integrity within your computer systems.

Through interactive discussion you will:

  • Understand where the weaknesses within your systems are
  • Determine how to optimise your systems to adhere to data integrity challenges
  • Ensure how to validate application for inspection readiness

3:00 pm - 3:30 pm YOU DESERVE A BREAK! JOIN US FOR AFTERNOON SNACKS AND COFFEE

The link between employee experience and customer experience is undeniable. Common retention levels and pain
points show that ‘what we do to our customers we also do to ourselves’. Organisations are only just beginning to
mirror their CX strategy in their Employee Experience. Learn from CX and employee experience professionals who
have developed and delivered board-led programmes, then consolidate these programmes to deliver measurable
accountability, impact and empowerment. Topics include:

  • The role of CX tools in strategic change, and how they can be applied to employee experience so that the two
programmes become one
  • The impact of colleague listening to engage and bring to life the issues regarding customer/colleague experience
  • To bring this to life, a HR/Business services programme leader will share their work and reflections, including on
journey mapping

Attendees will take away proven approaches, a practical framework and simple tools to implement, which will
address key pain points.
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Jocelyn McConachie

Director of Customer Experience
National Grid

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Fiona Nicholls

Customer Listening and Capability Lead
National Grid

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Rosie Routledge

Customer and Colleague Experience Expert
National Grid

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Lynsey Kitching

Head of Communication and Service quality, UK Business Services
National Grid

5:00 pm - 5:00 pm WORKSHOP CLOSE - WE LOOK FORWARD TO SEEING YOU TOMORROW