Customer Engagement: Driving performance and Profitability...

Date:
Thursday 13 November 2014

Time:
2.00pm - 5.00pm

Venue:
Park Plaza Hotel, Boar Lane, City Square, Leeds, LS1 5NS

Synopsis:

Times have changed....Your customers are increasingly using technology to get things faster, better, cheaper, and with a higher degree of service. If you can't meet their needs... guaranteed your competitors will.

Knowledge of customer attitudes, intentions, and overall journeys helps define customer-centric business models and move away from a focus on the silos of channels, functions, and products, giving competitive advantage.

Traditionally this is the domain of Marketing but in the digital world, IT is playing an increasingly important part in customer engagement. IT leaders have to establish shared thinking with business peers to keep customers at the centre of conversations and decisions.

By understanding how technology supports each phase of the customer life cycle, you'll bring clarity to how you and your team can build a competitive advantage for your company. And by using this life cycle to emphasise and improve your leadership, strategy, your planning and your service design and delivery capabilities, you can craft and accelerate your business technology agenda.

Mike Buck from BJSS will explore this and the trends driving customer engagement, what this means for businesses and, in particular, what the impact might be on your company’s IT strategy.

We are also pleased to welcome a Case Study presentation from Brian Morgan who is the PMO Manager at Univar. Brian will look at the initiatives Univar are taking to maintain and increase sales in a difficult economy and in an industry driven by low margins.

  • 2.00 - Doors open - Refreshments & Networking
  • 2.30 - Mike Buck: BJSS - “The Customer as an IT strategy”
  • 3.30 - Refreshments & Networking 4.00 - Brian Morgan: Univar case study - “Freedom to Sell”
  • 5.00 - Close

Mike leads the Public Sector practice at BJSS, overseeing engagements on behalf of central Government and the NHS. He has extensive experience in end user teams in the manufacturing, retail and utility sectors, and across his career has managed most of the different functions of IT including service management, architecture and development.

Brian is the PMO Manager for Univar’s business transformation program. He has vast experience in IT services and manufacturing, Financials, Pharma and Wholesale Distribution. Over the last 20 years he has focused on supporting businesses by delivering major change and developing both his staff and services.