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

Jo Mayes

Customer Operations Director
Business Stream
Jo joined Business Stream as Customer operations director in May 2016, a role vital to strengthening Business Stream’s senior team in advance of the opening of England’s water market. With an extensive background in customer service positions, Jo’s role will be key in achieving Business Stream’s aim of providing industry-leading customer service both in Scotland’s established market and when the English market fully opens to competition. Before joining Business Stream, Jo was Head of customer experience at Standard Life and has previously worked across both the utilities and financial services sectors.


9:30 AM Keynote session Designing and implementing a customer-centric approach from scratch to future proof your business

How do you start a customer-centric approach from scratch, when customer experience has not been a main focus of the business? Jo and her team stood up to the massive challenge and have been very busy in the past couple of years. This keynote session will outline the challenges, the approach and metrics behind their award-winning effort in establishing their customer centric operations from scratch: 
  • Re-organising your operating model to future proof your business: How to make a fundamental shift towards customer centricity
  • Having the right people in place especially the new leadership team 
  • Opening up customer contact channels based on voice of customer
  • Deploying digital and robotic technologies for heaving lifting processes 
  • Assessing the CX maturity level and measuring the effectiveness and business impact 


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

Download The Latest Agenda