Reinventing the Customer Experience

Event Detail

As we settle into new modes of remote working and living, our expectations for how businesses and organisations engage with us are changing as well. Whether in retail, automotive, healthcare or any other field, organisations have to be able to provide a true omnichannel customer experience.

Technologies that make that possible have rapidly developed in the last 18 months, offering opportunities to innovate and deliver better personalised services – or create more management headaches.

This in-person CIO WaterCooler Focus event, at private members club Home House in London, will bring together CIOs, business and CX leaders to explore topics including:

  • hyper-personalization as a brand differentiator
  • ways to identify and measure the commercial impact of CX efforts
  • the balancing act of AI in customer service
  • fueling creativity with cross-functional teams

Event Date

Thursday, 19th May 2022

Event Time

Registration: 12:25 - Close 5 pm

Event Location

Home House

Speakers

Miles Hillier

Head of Digital Proposition Development at NatWest
CIO WaterCooler Consultants Speaker Miles Hillier

Miles Hillier has been at the heart of the digital transformation of NatWest over the last decade as customers banking behaviour has fundamentally shifted. He’s responsible for launching the UKs first banking app in 2009 & since then has been pioneering the use of award-winning new technology to create effortless experiences for customers. Miles has led teams across digital functions as former Head of Mobile, Digital Service & Digital Transformation & is now responsible for New Proposition Development, designing & delivering new services to further improve customer’s experience of banking with NatWest.

Dean Parker

Consulting Partner, Globant
CIO WaterCooler Consultants Speaker Dean Parker

In the mad rush to become ‘customer-centric’, CX initiatives often get ‘lost in the weeds’. With a focus on delivering capabilities that often only serve to meet the most basic customer needs, the true value of these initiatives can be difficult to define, measure and celebrate in a meaningful way. Organisations must reframe the way they think about creating business value from CX.

Dean Parker oversees the work conducted by Globant’s strategy consultants – working closely with organisations to embed customer-led methodologies that ensure the creation of meaningful and valuable customer experiences. He has worked for major, blue-chip organisations including BP, Canon Europe, CBRE, Euler Hermes, GlaxoSmithKline, Land Securities, Lloyds Banking Group, KPMG, SABMiller, Sainsbury’s, Savills, Standard Chartered Bank, Vodafone and the World Economic Forum

Michael Lavigne

Head of Experience Strategy & Design at Nissan
CIO WaterCooler Consultants Speaker Michael Lavigne

Mike Lavigne leads a London and Tokyo-based team of strategists, researchers, and designers at Nissan to deliver the best digital experience for Nissan shoppers and owners in 60+ countries worldwide. His focus is on designing a distinctive Nissan experience where every detail of the digital experience reflects Nissan’s unique DNA and sets it apart from other automotive companies. Before Nissan, Mike led the Digital Experience Lab at Centric Digital consulting in New York. He has 10+ years experience in product management, user experience design, and digital strategy. He studied Psychology at Yale University and continues to explore that passion through experience design.

Chair

Dionne Lowndes

Chief Digital & Technology Officer at Southwark Council
CIO WaterCooler Consultants Speaker Dionne Lowndes

Dionne is an influential technology leader specialising in sustainable digital transformation, leadership, skills and inclusion. She has previously held roles as Chief Digital Experience Officer with Adapt2digital and Director of Staffordshire Public Sector Partnership, collaborating with 8 councils and Police to lead the creation of a single Digital front door for over 870,000 residents. Dionne has worked with Innovate UK, Future Cities Catapult on Smart City, innovation and data projects to re-imagine traditional public services. Dionne holds a Masters in HR & Organisational Design and has been a coach and mentor for over 10 years.

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