Event - Why customer experience depends on employee engagement

Customer experience and employee experience are often perceived as separate priorities.  

Yet in the currency of modern-day business, they are in fact two sides of the same coin.

Organisations that invest in their people, recognise achievement and provide a clear sense of purpose forge engaged teams that create loyalty and catalyse a commitment to driving growth and protecting long-term brand value.

Those that don’t, however, risk fostering a culture of indifference, where customer experience is lost in a world continually impacted by technological change, economic challenges, socio-political uncertainty and tighter household budgets.

To explore the vital relationship more closely, multi-platform publisher NET – the company behind N magazine and Bdaily – and digital engagement solutions firm Motivait have joined forces to host an exclusive panel discussion event.

Titled The ‘Special’ Relationship: Why customer experience depends on employee engagement, the event will take place on Wednesday, February 4 from 9am at The Catalyst, on Newcastle's Helix development.

Led by NET editor-in-chief Steven Hugill, the event will analyse current trends and assess future routes to success through expert insight from industry leaders, who will share real-world examples and discuss actionable blueprints to deliver tangible impact across customer and employee engagement.

The panellists are set to include:

·      Sarah Medcalf, head of supporter services; Newcastle United Football Club

·      Lauren Mallon, people director; Marks & Spencer Food 

·      Simon Bray, managing director – financial services; Executive Coach 

·      Tom Shanks, director; Bell & Shanks / Blueline Group 

·      Nicholas Shottel, operations director; 21 Hospitality Group  

In a wide-ranging session, the panel discussion will focus on the inextricable link between customer experience and employee experience, assessing how disenfranchisement can affect service delivery.

It will evaluate the importance of robust employee investment in reducing workforce turnover across sectors including retail, tourism, hospitality and logistics, and the measures that can be taken to strengthen emotional bonds and individuals’ career growth.

And it will look through the lens of the North East to assess how uniting customer and employee experiences can drive future growth, enhance organisational resilience and strengthen business competitiveness. 

To register your place at this exclusive event, or to find out more information, please email events@motivait.net.

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