Customer Engagement: Driving performance and Profitability...

Thursday 27 November 2014

1.45pm - 5.00pm

Park Plaza Nottingham, 41 Maid Marian Way, Nottingham, NG1 6GD


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.

Mike Buck from BJSS and Jeremy Cox from Ovum 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 Andrew Ward who is the Head of User Experience at the University of Nottingham. Andrew will look at some of the most known Customer Engagement methods and will share his insights as to which he thinks are most beneficial.

  • 1.45 - Doors open - Refreshments & Networking
  • 2.15 - Mike Buck: BJSS - "The Customer as an IT strategy"
  • 3.00 - Jeremy Cox: Ovum - "The Customer-adaptive imperative"
  • 3.45 - Refreshments & Networking
  • 4.15 - Andrew Ward: The University of Nottingham - "Start with a Story"
  • 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.

Jeremy leads the research and insights into CRM and its potential for spearheading customer-driven business transformation. With over 15 years’ CRM strategy development and implementation experience, on the inside (IBM) and as a consultant, he is well placed to support enterprises on their next-generation customer transformation journey.

Andrew was Business Relationship Manager for Nottingham Trent University where he liaised between the College of Arts & Science and the IS department, translating the customers’ needs into proposals for change. Having recently moved to Nottingham University to take up the post of Head of User Experience, he is creating new methods for bringing the user to the centre of the conversation.

To reserve your place, please email or call 0113 205 4033