We aim to set the scene of the discussion around the following points:

• Is true employee engagement a step too far for many organisations?
• Is there a point where it means loss of control by the Board?
• It seems to be universally agreed that involvement and consultation is a productive thing to do, but does this commonly stop at lip service rather thantrue commitment?

By the end of the session, we plan that the round table delegates will have discussed and agreed on the preferred approach to engagement to meet their individual needs.

Any change to a company’s customer experience creates ripples across the organization. Touch the front-line and everyone working behind the scenes takes note. People in training, operations, marketing, finance, and human resources will, quite naturally, push back. It’s not easy to win adoption for a new or improved experience design. This session will promote the sharing of expertise and lessons learned with regard to implementation and realization of results. Please join us.

Key discussion points:

• The value of personalisation.
• Is real time necessary?
• The Impact of social media on the total customer experience.
• How do we balance service needs versus investment.
  

Tim Kaner, Former Director, Marketing Strategy Office, Sony Europe

• Global changes / local challenges / big opportunities
• Tough decisions - confronting the issues
• A brand new strategy - coordinated action
• ‘Class Leaders On The Road’ – bringing innovation to communication
• We began in the bedroom - getting on side with our people
• ‘Best In Class’ – ground-breaking training to convert a premium brand into natural, everyday behaviour
• CSI Milton Keynes – raising the scores
• JD Power – rising through the rankings
• Following the star – where we go next