Senior Managers User Group

Virtual / Online

An invite to all senior contact centre managers, this is your unique opportunity to meet and collaborate around key strategic issues that impact your business. Zoe Payne, Operations Manager at LV=  is Chair of the group,  using her vast experience to ensure an effective meeting. Zoe has a key focus to look at  current strategic topics, along with a brief to look at ‘future ready’ opportunities.  The primary objective of this group is to offer the opportunity for Senior Managers (Those would have responsibility for P/L and Direct Reports) to collectively come together to discuss key strategic matters within their respective centres or as an industry at large. All sessions are geared to offer insight, thought leadership and share experience ... Read More

Senior Managers User Group

Virtual / Online

An invite to all senior contact centre managers, this is your unique opportunity to meet and collaborate around key strategic issues that impact your business. Zoe Payne, Operations Manager at LV=  is Chair of the group,  using her vast experience to ensure an effective meeting. Zoe has a key focus to look at  current strategic topics, along with a brief to look at ‘future ready’ opportunities.  The primary objective of this group is to offer the opportunity for Senior Managers (Those would have responsibility for P/L and Direct Reports) to collectively come together to discuss key strategic matters within their respective centres or as an industry at large. All sessions are geared to offer insight, thought leadership and share experience ... Read More

Senior Managers User Group

Virtual / Online

An invite to all senior contact centre managers, this is your unique opportunity to meet and collaborate around key strategic issues that impact your business. Zoe Payne, Operations Manager at LV=  is Chair of the group,  using her vast experience to ensure an effective meeting. Zoe has a key focus to look at  current strategic topics, along with a brief to look at ‘future ready’ opportunities.  The primary objective of this group is to offer the opportunity for Senior Managers (Those would have responsibility for P/L and Direct Reports) to collectively come together to discuss key strategic matters within their respective centres or as an industry at large. All sessions are geared to offer insight, thought leadership and share experience ... Read More

SMUG – Heating or Eating

Virtual / Online

Leadership in advance of winter. Let’s look at the impact of cost of living increases on customers’ behaviour and what our organisation needs to do in response. Eg you might be an insurance company with no obvious immediate connection to heating/eating, however customers may be looking to reduce costs in all areas, which might mean more shopping around, different decision making criteria, more price challenges, some tough thinking about what they really value and what is a nice to have, heating using different methods and different risks, some customers deciding to risk not having insurance at all with a knock on effect for claims involving uninsured drivers, increased payment failures, canx DDs, increase in fraudulent claims etc and the pressure ... Read More

Senior Managers User Group – The Art of the Possible

Virtual / Online

The Art of the Possible Have you ever wished you could collaborate more with other leaders who face similar challenges to you and are also spearheading change in their respective organisations? Getting a strong perspective on what everyone else is focused on, what’s working and what’s not? That’s what this forum is all about – 120 minutes collaborating and no navel gazing! Together we will explore different sectors, draw inspiration and learnings, share ideas and motivate each other. Our time together will be energetic, highly engaging and thought provoking – you’ll leave bursting with ideas and confidence. In our June session, we’re going to take a look at some highly disruptive brands who have taken a wholly unique approach and ... Read More

SMUG – Heating or Eating

Virtual / Online

Leadership in advance of winter. Let’s look at the impact of cost of living increases on customers’ behaviour and what our organisation needs to do in response. Eg you might be an insurance company with no obvious immediate connection to heating/eating, however customers may be looking to reduce costs in all areas, which might mean more shopping around, different decision making criteria, more price challenges, some tough thinking about what they really value and what is a nice to have, heating using different methods and different risks, some customers deciding to risk not having insurance at all with a knock on effect for claims involving uninsured drivers, increased payment failures, canx DDs, increase in fraudulent claims etc and the pressure ... Read More

Senior Managers User Group

Virtual / Online

Senior Managers User Group Good practice in CX for Senior Managers Christmas sends us all on rampant buying spree and it’s a timely point in the year to consider what good practice in providing products and services for customers looks like in 2022 and how it will be different in 2023. As Senior Managers, its crucial to keep stimulating our brains with fresh CX approaches to keep our own organisations relevant and driving forward. We’re going to use The New Consumer Duty as an example – it requires organisations to consider the needs, characteristics and objectives of their customers – including those with characteristics of vulnerability – and how they behave, at every stage of the customer journey. As well ... Read More

Senior Managers User Group

Virtual / Online

Feb 2023: Metrics that Matter and Motivate  In a world where so much is measurable, which KPIs are useful in maintaining the focus on Customer Experience (and which are not)? In this session we will explore with the group the different metrics used by different organisations, how well they work and how they are evolving. We’ll add in a healthy dose of accepted great/innovative/emerging metrics from other organisations and sectors to stimulate your thinking. We’ll also take a look at some of the insights from UKCSI and explore what that means for us all. Join Nicola Eaton Sawford and our like-minded community of Senior Leaders from across sectors for another stimulating brain workout! Join Group Chair Nicola Sawford Direct Meeting ... Read More

Senior Managers User Group

Virtual / Online

Senior Manager’s User Group (we’re SMUG!) – 3rd Party Review Sites   Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them your control over them is very limited, but its risky to leave them fester without your engagement. As my Mother used to say, “if you’re going to show your knickers, make sure you know what they look like” This session will uncover the secrets behind the algorithms, particularly around Trustpilot as its one of the dominant platforms but the insights are equally relevant to Google, Reevoo, Feefo, Facebook reviews, Yelp, Amazon, Tripadvisor (travel, tourism, entertainment), The Review Place (new homes) etc etc etc. You could ... Read More

Senior Managers User Group

Virtual / Online

Senior Manager’s User Group (we’re SMUG!) – 3rd Party Review Sites Review Sites – those wonderful places that expose your laundry in public whether you like it or not! Love them or loathe them your control over them is very limited, but its risky to leave them fester without your engagement. As my Mother used to say, “if you’re going to show your knickers, make sure you know what they look like” This session will uncover the secrets behind the algorithms, particularly around Trustpilot as its one of the dominant platforms but the insights are equally relevant to Google, Reevoo, Feefo, Facebook reviews, Yelp, Amazon, Tripadvisor (travel, tourism, entertainment), The Review Place (new homes) etc etc etc. You could even ... Read More