12th – 15th March 2018
The Hilton Glasgow, UK

Helen Gillett

Managing Director
Affinity for Business
After 20 years in customer service, sales and strategy roles in the ICT and Telecoms sector, Helen joined the executive team at Affinity Water in May 2016 in order to set up a new retail business – Affinity for Business. A clean and waste water retailer, Affinity for Business supports more than 60,000 business customers in England, with a market-leading level of customer service. Originally from the North-West, Helen now lives in the Chilterns with her husband and their three daughters.


11:30 AM Masterclass F- Creating an environment where people and customer experience thrive every day

Helen brings two perspectives: running customer service with large organisations and starting a business from scratch. With that she has strong and unique opinions about customer service with business impact. Speaking about customer service having a seat on the board, she makes sure it happens. In this session, Helen will share some powerful stories around: 
  • What would your customers say about their experiences? – Focusing on the moment of truth to deliver touchpoint human experiences 
  • Insights on customer experience and people motivation in the digital economy 
  • Making service a natural instinct: How to create a customer focused culture that delivers on customer experience
  • Where machine intelligence falls short: do what the humans do - simplifying your language 
  • What have we done right and what have we done wrong: an honest self-check


Check out the incredible speaker line-up to see who will be joining Helen .

Download The Latest Agenda