12 November 2024
08:30-11:00NRG & Greenbean HQ, The NEON Building, Quorum Park, Newcastle NE12 8BU
We are excited to invite you to the inaugural gathering of CX professionals, part of our Talking Talent event series. This first-of-its-kind session will bring together CX leaders from across the North East to share insights, discuss challenges, and exchange best practices in a collaborative, Chatham House-style environment.
Date: Tuesday, 12th November
Time: 8.30 am 11:00 am
Where: NRG & Greenbean HQ, The NEON Building, Quorum Park, Newcastle NE12 8BU.
Kickstart your morning with a light breakfast, coffee, and conversation from 8:30 am before diving into an engaging and informal roundtable discussion, chaired by Geoff Watson, CX Design Manager at Worldpay. This is an opportunity to come together and share challenges, successes, and best practices in a relaxed, Chatham House-style setting. The event aims to establish a vibrant network of CX professionals in the North East.
As this is the inaugural session, we welcome your suggestions for agenda items or discussion points. While we've outlined some initial topics, the focus will be on those willing to share their successes or challenges in a show-and-tell format. This will create a hands-on, collaborative learning experience for everyone involved, fostering the exchange of real-world insights and best practices.
Discussion Topics & Show-and-Tell Sessions:
Insight Gathering & Voice of the Customer:
Discussion: Platforms in use and their pros/cons (e.g., Medallia, Rant & Rave)
Show and Tell: Best practices in insight gathering (automation vs manual analysis)
Journey Mapping:
Discussion: Current approaches in use or under development
Show and Tell: Effectiveness and examples of best practice
Customer Impact Management During Change & Transformation:
Discussion: How to ensure CX is central during governance and change lifecycles
Show and Tell: Is CX or VOC reflected in your business/strategic scorecard? Best practice insights
AI & Digital Journeys of the Future:
Discussion: Are you using AI in your digital channels, chat, or knowledge base?
Show and Tell: Driving digital adoption while balancing CX measures (CSAT, NPS, sentiment analysis)
We hope you’ll join us for this Talking Talent event, marking the beginning of an ongoing CX community in the North East. Please contact Julie Mordue to register your interest in attending and being part of this exciting new network.
With over 25 years of experience in customer service, sales, and CX, Geoff Watson has a proven track record of leading teams through transformation and growth across major brands. Early in his career, he successfully delivered transformation at Royal Mail's contact centre network and later held various senior roles at Sage Software, including Director of Customer Services, where he managed change, led transformation projects, and helped grow the UK & Ireland business.
In 2020, Geoff joined Barclays Bank, where he led the northern retail branch network, focusing on digital adoption, rationalising the physical footprint, and driving commercial growth. Now, as CX Strategist & Design Manager at Worldpay, Geoff is part of a global VOC team driving CX maturity as part of a broader three-year digital transformation strategy.
