How to secure CEO sponsorship of your Customer Experience…

…and what would be possible if you had it?

CX Best practice exchange logoWhen: PAST EVENT (June 2017)

Where: Conference Suite, Nationwide House, Pipers Way, Swindon SN3 1TX

Who: Hosted by, and guest speakers Alisa Charter and Louise Harrington, Nationwide

Lack of senior sponsorship is often sited as one of the biggest barriers to rapid customer experience transformation.  The question is what can CX professionals do to foster adoption of CX by the leadership team and what should they do with the support once they have it?

We are therefore delighted that Nationwide Building Society have agreed to host the 3rd CX Best Practice Exchange.  They will share a candid account with us of what has been possible now that their CX mission has gained CEO sponsorship and what they learnt from their long journey getting there.  They will also give the group a unique, behind the scenes guided tour of their fascinating ‘Customer Experience Centre’ and ‘Innovation Lab’ where you’ll see first-hand how they design with the customer in mind.

Some of the delegates who have already registered their interest come from BP, Crossrail, Heathrow, Wessex Water and Nationwide.

‘I attended the September event organised by Customer Journey Consultancy and it was invaluable.  The event covered some key areas such as turning data into insight, developing engaging customer journey maps, using employees and influencing stakeholders as well as tips to successful customer journey strategic development and implementation.  During the event, I learnt from some very experienced customer journey professionals who have become great contacts – one of whom I have been in touch with regularly since and has helped me enormously to address some of the challenges I am personally finding in my current role.  I would recommend these events and am keen to attend the next one scheduled for June at Nationwide.’

Amanda Sampson, Customer Journey Manager, Bristol Energy


Still from the latest Nationwide TV campaign

If you’ve not seen it check out Nationwide’s latest TV commercial here.

As well as learning from Nationwide about their CX journey delegates will also have the opportunity to discuss large or small issues that are currently of concern to them, with fellow CX professionals.  For the final part of the day we will break into round tables to explore hot topics including finding the right balance between customer effort and customer emotions when designing customer experiences.

About our guest speakers

Our speakers and hosts from Nationwide are Ailsa Charter and Louise Harrington.  Ailsa joined Nationwide in March 2016 leading the development of the CX strategy with a team of 60 CX professionals at Nationwide.  Ailsa now leads Member Proposition Strategy.  Previous roles include Senior CX Manager at Carphone Warehouse and Best Buy.

Louise has been with Nationwide for 15 years and is responsible for the design and embedding of Service Design and Customer Journey methods for Nationwide.  Among other things Louise was also responsible for the creation of the Customer Experience Centre which provides an environment where colleagues can immerse themselves in customers’ lives.

About CX Best Practice Exchange

The CX Best Practice Exchange gives delegates a rare chance for senior CX professionals to join peers from a wide range of industries to learn from one another and to share experiences.

The day will be on a Clients only,  ‘Chatham house’ basis so that there can be an open and frank discussion where thoughts and opportunities can be shared.  Often this allows attendees to share their learnings about what has been tried, what works well and what hasn’t work..

Besides a chance to learn from one another in a relaxed, supportive environment people tell us that a key benefit from the day is a chance to build their network and to make new friends. Find out about the previous CX Best Practice Exchange here.

Agenda of the day:

09:15 – Arrive, meet and Coffee

10:00 – Introduction, Nationwide Case Study and discussion, behind the scenes tour of the Customer Experience Centre and Innovation Lab

13:00 – Lunch

14:00 – Breakout round table discussion; a facilitated discussion where delegates can share experiences and issues that are of concern today

13:30 – Breakout round table discussion: Balancing Customer Effort with Customer Emotions in experience design.


16:30 – 18:30 – Networking and drinks

Please note, places are restricted so register here now for tickets.  We will respond to confirm if spaces are available and payment details.

With thanks to our sponsors:

Customer Journey ConsultancySponsor Active Thinking

Sponsor Nationwide Building Society