Can you support improvement of customer perception through development of new interaction strategy, systems and tools ?

Recently the way customer engagement performance is measured and assessed by OfWat (The regulatory body) changed. The new process reaches out to customers that both engage and dont engage with their local water supplier.

The result is a new and challenging relationship between brand perceptions, attitudes and actual engagement effecting CMEX (Customer measurement of Experience) performance.

This creates a new challenge to proactively and inventively engage across a diverse served community to raise their perception of impact and service.

South East Water are pro-actively rethinking the their strategy and approach, and are seeking fresh thinking and new approaches to enhancing customer engagement with their served community.

This challenge offers an opportunity to work directly with the water company and primarily focuses on targetting communications, services and support to improve customer engagement performance.

To develop new thinking the organisation is hosting a practical design sprint and digital hack at the Hazlitt Theatre in Maidstone over four days in late September.

Practical goals:

Support South East Water exploring customer engagement across all aspects of the business and define tangible and practical ‘achievables’ in enhancing customer engagement.

Explore the relationship between customer community segmentation, defining and targetting real and intangible customer engagement needs.

Practically ‘rethinking’ key customer journeys and digital engagement strategy, systems and tools enabling improved experiences ‘across silos and services’ to express how much we care:

Create prototypes and business cases for new solutions that:

• Cost effectively build recognition and loyalty

• Better engage the customers as individuals and at household level

• Effectively use process intelligence to support data driven improvements to proactive and reactive real time engagement

• Improve contact through billing cycle (our main channel of communication?

The event is called a Fusion event, an established method developed by +ADD team to enable co-design of practical solutions and accelerate investment with the supply community.

The event incorporates a 4 day solution development sprint with a 2 day digital hack to create tangible prototypes, and business cases for change and investment.

As a result of co-development of new solutions the business will be well positioed to rpidly develop new projects and accelerate procurement of solutions.

Who should attend?

The event is open to a diverse audiance:

• Software and app developers

• CRM vendors

• Customer service vendors

• Service innovators

• Digital services

When and where:

You can register for 1 or more days to suit your availability.

September 30th - October 3rd

Haslam Theatre, 6 Earl St, Maidstone ME14 1PP