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

James Dodkins

Principal Consultant
BP Group


9:00 AM Masterclass C -Putting your customers second

This masterclass session will explore into companies that provide outstanding CX by putting their employees first and creating an amazing internal culture. You will hear seven components of creating a culture of outstanding customer experience: 
  • Vision: Have a core understanding of who your customer is, what their needs are, and what a successful outcome would be
  • Align: Align the vision around the delivery of those specific things
  • Capability: Make sure the people within the company are skilled enough to make the vision come to life
  • Workplace: Have the right environment for the right employees, to ensure the best work is being done
  • Incentive: Make sure workers are getting paid for doing the right and important things, not just doing mundane tasks
  • Resources: People within the company must have the budget to be able to make the right things happen for the customer 
  • Empowerment: Without this key component, the rest don’t work. Workers must feel confident that their decisions will be supported by leadership within the company


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

Download The Latest Agenda