The Cross Sector Chemistry for Success
So what is a Collaboration Lab? Simply put, Labs are 2 hour workshops that provide insight, learning and opportunities to develop understanding of a range of issues that impact organisation's customers and employees. These focused Labs bring together multiple components to dig deep into topics, with industry case studies, keynote talks, data insights, academic findings and peer-to-peer discussions and debates. Together, we can find the answers. Together, we can go further!
Behavioural Risk Lab
22nd April 2021 | 14.00 - 16.00
On this Collaboration Lab we will focus upon how the behaviour of people - and leaders of teams - can not only impact the business's performance but also on outcomes for customers. With people now working from home more and more, how is this change in environment and new behaviours impacting your operation? And crucially, how are changes in behaviour impacting your customers? Of course, it's not just internally where behavioural risk requires investigation. The behaviour of your customers is changing too and impacts the way they need to be engaged. In a fast changing environment, understanding behavioural risk is crucial and closely linked to outcomes for customers. This Lab will feature an industry case study from Natwest Bank on their work around understanding behavioural risk. There will also be a talk from PepTalk around people culture, remote working, driving engagement performance building. We will then have a presentation on the latest consumer data insights from Resolver. There will also be facilitated breakout discussion groups with peers from across sectors to learn and share ideas on how behaviour and culture are linked to customer outcomes.
Free to Members | £75 for Non-Members
Customer Experience Lab
6th May 2021 | 14.00 - 16.00
The Henley Centre
for Customer Management
On this Collaboration Lab we will focus upon Customer Experience in 2021. Consumer expectations have changed and new behaviours require fresh thinking. On this Lab we will be joined by the Henley Centre for Customer Management to explore academic thinking behind customer engagement and how organisations can ensure they're raising a high bar when it comes to customer experience. We will be joined on this session by global logistics & courier, Aramex, for an additional talk on CX. Resolver will also be providing insight into the latest consumer trends. This session will also include facilitated breakout discussion groups with peers from across sectors to share a debate a customer experience focused question. There will also be a delegate poll to survey the collective thoughts from the audience. Join this two hour, fast paced workshop that will combine academia, data insights and qualitative discussions to generate fresh ideas.
Free to Members | £75 for Non-Members
Complaints & Customer Service Lab
20th May 2021 | 14.00 - 16.00
On this Collaboration Lab, we will focus upon complaints and customer service. With customer forgiveness all but gone, and with ongoing challenges presented by Covid-19 and the many restrictions imposed across society, how can organisations ensure they retain customers, resolve issues, avoid escalations and help take the pain out of problems? On this sessions we will look at complaints handling and changing regulations and an approach towards best practice courtesy of an industry case study from Northumbrian Water. There will also be an additional guest talk from a soon to be announced speaker. Resolver will also be on hand to provide the latest data insights into consumer complaint trends. There will also be facilitated breakout discussion groups with peers from across sectors to drill into this subject to share ideas and generate fresh thinking. Join this two hour workshop and be inspired to influence change.