As inflation hits an all-time high and we head into the longest recession in the past 100 years, more people will face hardship and vulnerability. The way we manage and respond to our customers’ needs to be adaptive, relevant, but above all empathetic.
Our people, often vulnerable themselves, are feeling the increasing pressure of reassuring customers with ever more complex needs. We need to keep them supported, resilient and motivated to better serve customer needs.
Our recent event featured discussions with our expert guest panel as they co-create a short-, medium- and long-term plan for how organisations should respond in this new world.
Watch the trailer
Part 1 - What are the new truths about customer and colleague needs and expectations?
Part 2 - What will vulnerability look like over the next 6 months? What should be our response?
Part 3 - What are the new priorities?
Part 4 - How must customer and employee experience management adapt during tougher times?
Part 5 - what does success look like? how are we going to measure it?
Paul Jackson
Chief Product and Technology Officer, Level
Paul is the co-founder of Level, a revolutionary on-demand pay platform. With 20 years of experience managing software teams - including at BSkyB and Dow Jones - Paul is now focused on empowering workers to instantly access, save and budget from their earned wages. An expert in nudge theory, he is a passionate advocate for financial wellbeing in the workplace.
Connect
Tom Lytton-Dickie
Founder, Meaningful Business
Tom Lytton-Dickie is the Founder & CEO of Meaningful Business, a global community which supports, connects and inspires progressive leaders dedicated to solving the world’s most pressing issues.
Connect
Charlie Whitworth
CX Design & Delivery Director, Capita
Charlie is an experienced consulting director with 20 years professional experience. He specialises in leading digital transformation programmes that focus on the holistic end-to-end customer experience to deliver revenue, cost and image benefits to his clients.
Connect
Emma Stone
Director of Evidence and Engagement, Good Things Foundation
Emma is deeply committed to social justice and tackling inequality. She brings energy and enthusiasm to every partnership, and a strong belief that change is possible.
Connect
Martin Hill-Wilson
CEO, Brainfood Consulting
Martin was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring.
Connect
Claer Barrett
Consumer Editor, Financial Times
Clear is an economic broadcaster and columnist. She presents the FT Money Clinic podcast and covers business and finance news on Eddie Mair’s LBC drivetime show, making complex market issues relevant and accessible.
Connect
Alan Linter
Innovation & Data Science Director, Capita
Alan is responsible for searching out new and innovative technology solutions that allow our clients to be at the forefront of customer service delivery.
