Naïve to Natural Journey – recognise the Customer Experience Journey that companies are on – and how you can mastermind the move towards Natural. Take our Naïve to Natural® Limited assessment and understand where you are.

What Best Practice Companies do – examine best practice and learn from the best!

 

Typical Problems and Pitfalls and how to overcome them – Understand the roadblocks that will get in your way, the dead ends to avoid, how to deal with the politics, get yourself prepared!

 

Understanding, Action and Embedding – Learn how you make this stick and how to galvanise your organisation into action.

 

Overview of Tools & Techniques - Learn about some unique tools & techniques that will help you improve your Customer Experience – Moment Mapping®, the Pyramid™ and the Naïve to Natural® Assessment.

 

Setting up and Building the right team – understand the different skills you will need for managing the Customer Experience across your organisation.

 

How to sell the initiative to the Board – an essential skill for the Customer Experience Architect. How to get buy-in, support and budget!    

 

How to set up a Customer Experience initiative – Survey the internal and external landscape – and design the compelling story for change that internal stakeholders can buy into.

Sequencing – Appreciate which activities you need to prioritise and how the input and outputs work together. Become the engineer of some early wins that will give the Blueprint some momentum.

Book your seat now to receive your 25% when booking two or all three sessions

 "Becoming a more customer centric business. How Norwich Union is progressing in its attempts to be more customer orientated"

 In 2005 it was widely acknowledged that NU  had 'taken its eye off the service ball' and we fell to an embarrassing '1 star' rating in the IFA service awards. A major effort was instigated to recover and improve our service, resulting in a set of committed New Business service promises and a focus and investment in improving customer journeys. Darren Cornish, then Head Of Customer Experience, set about changing to culture, from top to bottom, to one that is customer and staff centric. A whole set of different interventions were used, including 'walking in the customers shoes' by crashing cars and flooding flats through to continuos 'angry customer forums' and more hard-wired changes such as creating a 'one and done' operating model and shifting operational measurement. Norwich Union are also gradually improving our ecomm service offering and have invested significantly in a CII Accredited programme, 'The Service Academy' for all our staff to improve skills and knowledge. We have seen complaints reduce by 75% in this time and have recovered to '3 star' in 2007 (awaiting this years judgement!). We know we have some way to go to be an excellent service provider across all products but feel we have now laid the foundations for ongoing success.

Darren will share some high and lowlights of the last 3 years and discuss with delegates any topics relating to Customer Experience.