Debbie is the Operations Director at Clarity Travel Management, heading up the UK branch network, focusing on customer service, continued improvement in process and technology to deliver the best customer experience and value for money. Prior to Clarity, Debbie led large global business management teams for Barclays Infrastructure Service as well as being Deputy Chief of Staff for the whole of Infrastructure Services supporting 3500k plus global resource and delivering 250m annual P&L. Debbie’s key focuses are using Lean methodologies to remove waste from process and drive efficiencies and productivity.
As Head of Support and Customer Operations, Peter heads a global team responsible for providing end-user support and technical consultancy to Huddle users globally. The team is also responsible for working with Huddle’s Product and Development team to shape Huddle’s roadmap based on quantitative and qualitative customer feedback, and supporting Huddle’s Customer Success team in the successful onboarding of new client accounts.
Peter is a PRINCE2 Practitioner and joined Huddle in early 2013. He has more than 10 years of experience in the technology industry, including running a global team of technical support engineers, and supporting client-side tools for software and database developers.
Sam has been with 3M for 16 years, most of which have been spent in senior service related positions, including finance – Customer Financial Services Manager (for 7 years), Corporate Auditor (for 5 years), and more recently, Regional Customer Service Manager in 2014 and expanding this role to Business Services Manager last year. Sam has a wealth of knowledge and experience concerning Enterprise Customer Service and Engagement. Married with four children, Sam is also an expert on successfully juggling her work/life balance!
Nick has worked in various roles at Redgate for the past 16 years and is currently Head of Sales and Support. Nick ensures the right people are in the team and develops their careers to guarantee their customers get a great experience and Redgate retains its competitive advantage.
Matthew is the Commercial Development Director at Macmillan Distribution (MDL), a leading provider of logistics and fulfillment services to the publishing industry. With over 20 years of supply chain experience, Matthew heads a team responsible for providing full business support to an extensive portfolio of internal and external client publishers. He is also responsible for business development, using operational metrics and client feedback to shape future systems development and services.
As COO, Nishant is responsible for scaling and transforming Freshdesk into a global SaaS powerhouse. He oversees all non-R&D aspects of Freshdesk's operations, which includes channel sales, customer success, facilities, finance, HR, legal, presales and sales. Before joining Freshdesk, Nishant was Managing Director, LinkedIn India & South Asia, where he played a pivotal role in scaling their team in India. Nishant energizes himself by spending time with his family and his work family (the Freshdesk team) and is an avid sports and movie buff.
08:00 - 09:00 : Registration and breakfast
09:10 - 10:00 : Keynote address by Nishant Rao, Global COO, Freshdesk
10:10 - 10:45 : Building and mixing the perfect ingredients for a growing customer experience team.
11:15 - 12:00 : Evolving customer experience mindsets and strategy within a 200 year old organisation.
12:00 - 13:00 : Lunch
How do you start a customer support team and foster a culture that enables them to provide stellar customer service? What are the key ingredients required to build a team on the foundation of a customer-centric culture?Speaker
So you‘re thinking about working in the customer experience industry, but you’re not sure if it’s the right move for you? This session takes you through the benefits of working within this exciting area.Speaker
Debbie Johnson from Clarity Travel Management speaks on how companies need to build a customer-focused culture - one that has synergy between teams to deliver an exceptional customer experience.Speaker
13:00 - 13:35 : The journey of becoming customer experience focused.
13:45 - 14:20 : Customer experience is a career and not a stopgap.
14:30 - 15:15 : Learning enterprise customer experience. Is it any different?
15:30 - 16:10 : Speaker panel and closing remarks
16:10 - 17:00 : Chelsea FC Stadium Tour
17:00 onwards : Drinks reception
Over the years, we see that norms of communication are always changing. How do you evolve your customer support team and communications along with it, in an organization which has a legacy of over 200 years?Speaker
Once a successful company, always a successful company? Hardly! 89% of the companies on the Fortune 500 in 1955 were not listed in 2014. Learn how giants like 3M strive to provide a consistent customer experience despite rapid scaling, ever-changing technology and fierce competition.Speaker
This session will provide an insight to how the landscape of customer service is changing. What are the emerging trends that will shape the future of customer service and how has it caused a behavioural change in the mindset of the customer?Speaker