Conquering Customer
Experience Brunch Forum

13th March 2019 / London

The Deck at the National Theatre,
Upper Ground, Southbank
London SE1 9PX
Register Agenda

Insight From

Department for Work and Pensions
West Sussex County Council
House of Commons
HM Passport Office
Opus Telecoms


Organisations and departments across the public sector are striving to provide a seamless, enhanced and efficient customer experience. Some workplaces are looking at how to improve the customer journeys through providing more accessible ways to get in touch, increasing engagement, satisfaction levels and improving cost efficiencies.

Conquering Customer Experience will showcase what some Central and Local Government organisations are doing to provide the services that their users really want.



Registration and Brunch


Welcome by GovNewsDirect


Welcome By The Chair

Julie Rendle-Eames, Head of Customer Experience
West Sussex County Council
Julie Rendle-Eames

Getting Users to Form the Service They Want

Hannah Roberts, Head of Customer Service
Research and Information – House of Commons
Hannah Roberts

Using Customer Research to form Services

Neil Carne, Portfolio Director, Strategy, Projects and Digital Services
HM Passport Office

  • Developing an entirely self-supported online service
  • Making better use of customer research and feedback to form the right services
Neil Carne

Comfort Break

Comfort & Refreshment Break

Conquering Customer Experience

Paul Allen, Director
Opus Telecoms

  • The 3 ingredients to delivering next generation customer experience
  • Helping organisations on their omnichannel journey
Paul Allen

Developing an Excellent Experience

Jill Pate, User Researcher
DWP Digital

  • On being shortlisted for the Best Customer Experience category for the 2018 Paperless Awards
  • Applying user research to develop service design
Jill Pate

Doing the Basics Brilliantly

Julie Rendle-Eames, Head of Customer Experience
West Sussex County Council

  • ‘Business as usual’: delivering the right outcomes for customers while undergoing transformation
  • Centralising customer contact to achieve 75% resolution at first contact
  • Customer and organisation win-wins: putting the customers at the heart of everything we do
Julie Rendle-Eames

Questions and Answers

Questions and Answers

Forum Close

Forum Close


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