Achieving Customer Advocacy through Employee Engagement

Date: 29 June 2011

Venue: Ambassadors Bloomsbury Hotel

Delegate Profile: Heads of Customer Service, HR, Training, Customer Experience and Brand.

Cost: £499 plus VAT

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About Partners

	The Power of Living Brand Champions in Bridging Lasting Customer Relationships
	Transforming your Frontline Teams into Living Brand Champions

During her 21 years experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation.

In her position as Head of Customer Service, she played a fundamental role in driving the recovery of the brand’s service proposition under the leadership of Stuart Rose. Her remit currently ranges from defining the standards of service the company wants to give its customers across all its shopping channels, to engaging colleagues on the importance of service through to measuring the results and acting upon them.

Jo’s current focus is on planning and executing the customer experience across the entire organisation with the objective of defining and implementing a plan that delivers an appropriate brand customer experience whatever the contact with the company.

Angela has been a CIPD Adviser since 1990. In that time she has been responsible for a number of major projects on various topics including total quality, organisational culture, job evaluation, performance management, lean organisations, HR strategy the relationship between HR and business performance and most recently human capital management.

She is currently looking after the subject areas of engagement and OD and contributing to the CIPD’s major work looking at sustainable high performance. Angela has contributed to several books on strategy, performance management job evaluation and most recently human capital.

As well as her contribution to CIPD publications, Angela also contributes to a number of teaching programmes and has written articles for both the national press and HR trade journals. She holds a Masters degree in occupational and organisational psychology and is a chartered member of the CIPD.

Before joining LV= Peter worked for Lloyds TSB for 25 years, his last role running their Insure Direct business for 5 successful years. He then followed his enthusiasm for customer contact and took a role running sales for LV= in 2005. This role expanded in 2007 and Peter is now the Director of Sales & Service, leading 1000 staff across 4 sites.

Peter has lead his team to many successes in the last 6 years, as LV= has grown to become the UK’s fourth largest car insurer. Among the high points have been winning the much prized National Customer Service award for ‘Customer Service Contact Centre of the Year’ two years running – the first time any company has won it twice. In addition, his trophy cabinet also hold 5 other high profile industry awards from 2010, and 5 (so far!) this year.

On a personal note Peter remarried in 2009, has 2 teenage children and lives in Bournemouth. He’s a keen music and football fan, enjoying Soul, Jazz, Funk and Man Utd in equal measure!

Jeremy is the Head of Social Media at Phones4U - the UK's leading mobile phone retailer with more than 500 stores nationwide.

Past credits include working with FTSE-100 organisations such as Unilever and Centrica as well as iconic brands such as Reebok, Unilever, MTV and Kellogg’s. He is a featured monthly columnist at Entrepreneur Magazine and has over 13 years experience growing brands, developing successful marketing strategies and designing award-winning packaging.

Jeremy is also the author of ‘Sex, Brands & Rock’n’Roll’ a marketing book for entrepreneurs and ‘30 Days to Build Your Brand’, a program developed to help start-up’s and SME’s build the foundation of a successful brand. He is already writing his next book, ‘How to Stay Savile Row in a Primark World’, which explains how you can act like a luxury brand so you don’t have to compete on price.

Clive has lead Cougar Automation since 2001. During this time he has been developing and refining a strategy for sustainable and profitable growth through delivering fantastic customer service. This has built Cougar Automation into an award winning organisation recognised for its outstanding values, culture and radical management methods.

Prior to joining Cougar Automation Clive gained extensive experience in engineering and management principally with the US firm Black & Veatch. With an engineering degree from Cambridge University and an MBA from Henley Management College Clive has always valued learning, and he is pleased to say that in the last few years he has learnt more than ever.

As well as leading Cougar Automation, Clive also now helps other organisations flourish and succeed through making the most of their people.

Dale Smith
Managing Director
Bridge Training

Born and formally educated in Canada, Dale Smith has been an active member of the business community in the UK for the past 15 years. He began his business learning with event companies such as IIR, Marketing Week / Centaur Publishing and was Director of Seminars for Euromoney Publishing. He later turned his keen interest to behavioural science and training.

He formed Bridge Training Events in 2005 after an extensive career in working with many organisations in both the UK and abroad, including Royal Bank of Scotland, MBNA, Bank of Tokyo, Lombard, Parcelforce, Abbot Pharmaceuticals, Natwest, Vodafone, National Grid, Scottish Water and Orange.

Dale created Bridge because he wants to make a positive difference in business. He knows that the Bridge thinking behind its courses in Customers Service, Sales, Contact Centres and Brand can truly inspire course delegates. His keen interest lies in behavioural science, branding and ensuring that customer service is met from all tiers within an organisation. He is passionate about enriching the lives of business people and improving the customer service excellence with each organisation he works with.