Webinar Schedule
30th July 2020
A session focused upon providing great customer experience during challenging times. This webinar will benefit from an industry case study from Shell Energy and an interactive, consultative led session around CX from Nicola Eaton-Sawford.
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13th August 2020
This webinar will look at financial services with an industry case study provided by Yorkshire Building Society, as we hear about how they supported customers and staff during Covid-19. We will then have a focus upon Mental Health in the workplace with an expert discussion panel and guidance on how to ensure the wellbeing of your people is a priority.
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27th August 2020
On this webinar we will examine the changing landscape of complaints. Our guest speaker will be Matt Vickers, CEO of Ombudsman Services. This will be followed by an expert panel discussion on complaints handling featuring James Walker, Sarah Lawrence, Professor Moira Clark and Caroline Wells.
This session starts at 2.00pm (please allow for up to 90 minutes)
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10th September 2020
On this webinar we will re-visit the theme of debt and financial vulnerability in these highly changeable times.
Our guest speaker will be Vanessa Northam, Head of Strategic Relations at StepChange, the debt charity. This will be followed by breakout sessions to network and discuss these challenges with like-minded peers. We will then run an expert panel discussion on this subject chaired by our vulnerability lead, Helen Pettifer, and featuring Steve Coppard from Government Debt Management Function, Nadia Starky from Aviva and Christy McAleese from Money & Pensions Service.
This session starts at 2.00pm (please allow for up to 90 minutes).
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24th September 2020
On this webinar will be collaboration session with Awards International as we discuss award winning complaint handling following the UK Complaint Handling Awards and hear about how organisations are introducing measures to improve their complaints handling processes. It will feature a guest talk from QASSS and an interactive dive into complaints handling best practice with our in-house experts, Caroline Wells and Sarah Lawrence.
Please allow for up to 90 minutes.
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8th October 2020
During Customer Services week, we will host a webinar that looks at how firms can improve customer service, grow their NPS and avoid churn. This session will feature a guest talk from Giff Gaff where they will provide an insights into how they have successfully utilised their members to improve their standards of customer service/support. There will be breakout networking sessions, a delegate poll, a keynote talk and open discussions.
Please allow for up to 90 minutes.
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22nd October 2020
In this session we re joined by Guest Speaker, Alex Russell-Rutherford, Customer Experience Manager at Wessex Water. We'll hear about the initiatives they are running to support customers and to create great CX. There will also be an expert panel discussion and a delegate's poll.
Please allow for up to 90 minutes.
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19th November 2020
Vulnerability: what might the outcomes be?
On this webinar we are joined by guest speaker, Chris Fitch, from Money Advice Trust, who will be sharing his expert findings on the current landscape of customer vulnerability. This will be followed by breakout sessions with fellow delegates to discuss and debate a related topic. There will also be an interactive poll and a summary of discussions.
Please allow for up to 90 mins.
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