Customer Transformation Club – special event: customer culture, 17 June, London

29 May 2014

How do successful organisations keep their customers happy?

Tue 17 Jun 2014 14:30 – 17:00 at RedQuadrant, 27-29 South Lambeth Road, London, United Kingdom (map)

Dr Linden Brown, author of The Customer Culture Imperative is coming to the UK to discuss his ground-breaking work on customer culture and how to win the loyalty of your customers.

He’ll be joined by panellists Siobhan Coughlan of the LGA (programme manager, productivity programme), Peter Brook of Kent County Council and the local government contact councilm and Sarah Fogden of RedQuadrant and formerly the Cabinet Office.

Join us for the chance to exchange ideas with Dr Linden Brown and our expert panel. Drinks and nibbles will be provided.

To book a place email Helen at Places are limited, so it's best to book early.


Regular meetings

Leeds City Council, Thu 12 June

Meanwhile, the regular meeting of the RedQuadrant support customer transformation club – free bi-monthly meetings to share knowledge – will be hosted by Leeds City Council in June.

We’ll hear a presentation from Adam Quesne on Leeds’ own customer focused transformation, and two core topics will be:

  • Working on reasonable assumptions – how to best estimate savings from customer transformation programmes?
  • Service analysis and design / lean / transformation approaches – are they really customer led?


Budget setting for 2015-16, Thu 18 September, 14:00 – 17:00 London

Our next regular session in London will focus on making plans for the next year. We’ll be covering

  • Scenario planning session – customer contact in the future
  • How to build the case for customer transformation…


November – the big bets and obvious choices, Thu 6 November, 14:00-17:00 London and Thu 13 November, 14:00-17:00 Leeds

(For members of the RedQuadrant / CIPFA Customer Benchmarking club, we expect the regional feedback session to take place in the morning)

In November we’ll cover:

  • When do you say ‘no’/switch off channels – how bad is it going to get? What’s the nuclear option?
  • Case studies of best practice in technology


January – the unlikely, unthought-of, difficult, or small channels, Thu 22 January 2015, 14:00-17:00 London

We’ll be starting the new year by looking at channel shift and a the different channels available by talking about:

  • Automation and channel shift – the neglected bits… that could take out much higher volumes
  • IVR for channel shift
  • Text, phone and the use and abuse of webchat


Email to book

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