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

Fiona Nicholls

Customer Listening and Capability Lead
National Grid

Fiona Nicholls leads customer and colleague listening at Grid, the key engagement tool used prior to action (including Journeys). In addition, she manages the design, build and implementation of the global customer training programme across National Grid as part of the global customer transformation programme.



3:30 PM DESIGN YOUR EMPLOYEE EXPERIENCE AS THOUGHTFULLY AS YOU DESIGN YOUR CUSTOMER EXPERIENCE

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.


Check out the incredible speaker line-up to see who will be joining Fiona.

Download The Latest Agenda