The Future of Service

The King's Fund, London - 13 Dec 2017, 09:00

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The Future of Service

The King's Fund, London - 13 December 2017, 09:00

The role of people in a world of technology.

The rise of the robot in the workplace has seen yet another wave of change hit service organisations. Many of which are still reeling from the impact of automation, digitisation, and the continued proliferation of customer channels.

Our conference, hosted by Business Broadcaster Tanya Beckett, will help you make sense of this. We will explore what the following challenges mean for your business:

• How can we help our employees manage rapid technology change effectively?
• How is the evolution of technology affecting human strategy and skills requirements?
• What does the service organisation of the future look like?
• What are the next big technology trends to hit organisations?
• How can we design our organisations to support this rapid and continued change?
• How can businesses keep pace with the increasing speed of customer technology adoption?
• Is it really possible for large corporations to learn from start-ups?

The Agenda

09:00 - 09:30

Registration & Coffee

Mark Palmer
09:30 - 09:45

Mark Palmer | Managing Director 

Tanya Beckett
09:45 - 10:15

Keynote speech: Machines & the Economy
Tanya Beckett | Business broadcaster

Peter Roost
10:15 - 11:00

Surviving the AI Onslaught
Peter Roost | COO | Artificial Solutions

11:00 - 11:15

Kevin Green
11:15 - 11:45

Only your people will make your customers dance
Kevin Green | CEO | Recruitment and Employment Confederation

Stephen Ingledew
11:45 - 12:15

Technology powering human relationships
Stephen Ingledew | former Managing Director, Marketing | Standard Life

Tanya Beckett
12:15 - 12:30

Morning wrap up
Tanya Beckett | Business broadcaster

12:30 - 13:30

Rory Sutherland
13:30 - 14:15

The science of knowing what your finance director is wrong about
Rory Sutherland | Vice-Chairman | Ogilvy & Mather Group UK

Option streams
14:15 - 15:15

Stream 1: The myths and paradoxes of innovation in a new world
Alison Maitland | Head of Product | Lane4

Stream 2: How to use test and learn techniques for digital innovation
Martin Scovell | CEO | MatsSoft
Paul Brewer | Director for Digital | Adur & Worthing Councils

Stream 3: How you can turn business strategy into operational reality
David Stenbeck | Lead Trainer | OEE Consulting

15:15 - 15:30

Ed Smith
15:30 - 16:15

What sport tells us about change
Ed Smith | Times columnist and former England cricketer

Mark Palmer & Chris Hallmark
16:15 - 16:45

Technology & business improvement - no longer at war?
Mark Palmer | Managing Director | OEE Consulting
Chris Hallmark | Director | OEE Consulting

Mark Palmer
16:45 - 17:00

Closing remarks
Mark Palmer | Managing Director 

Drinks reception
17:00 - 18:30

Registration Options

Online registrations closed

Please call us on 01865 593911 to check availability and book

£295.00 + VAT

The Speakers

Tanya Beckett | Broadcaster | Keynote speaker & host

Tanya has fronted World Business Report for BBC World and the News Channel. Tanya started out as an investment banker, then became a financial journalist before moving into television. After contracts with CNBC, Sky News and CNN she joined the BBC to present Business Breakfast and Working Lunch.

Mark Palmer | Managing Director | OEE Consulting

Mark started his career in France working for the French Automotive systems supplier Valeo. Starting in production management he went on to establish one of the first Lean Academies in Europe. Founded in 1995, the Ecole 5 Axes still thrives to this day. After running a UK Division of Valeo as Managing Director he became Group Management Development Director.

Rory Sutherland | Vice-Chairman | Ogilvy & Mather Group UK

Rory has an attractively vague job title which has allowed him to co-found Ogilvychange, a behavioral science practice. The team looks for "butterfly effects" in consumer behavior – tiny contextual changes which have enormous effects on people’s decisions - like tripling the sales rate of a call centre by adding just a few lines to the script. He has been President of the IPA, Chair of the Judges for the Direct Jury at Cannes, and spoken at TED Global.

Kevin Green | CEO | Recruitment and Employment Confederation

Kevin has been the CEO of the Recruitment and Employment Confederation since June 2008. The REC is the professional body for the UK’s £28.7bn private recruitment industry. The organisation has been recognised for its excellence in service provision and campaigns, winning over nine association awards, as well as Kevin personally winning the trade association leadership award.

Ed Smith | Times columnist and former England cricketer

Ed Smith is the author of four books including What Sport Tells us About Life, the Director of the Institute of Advanced Sports Studies at the University of Buckingham, the founder of the consultancy Thinking Sport, a commentator for Test Match Special and a columnist for The New Statesman and The Sunday Times. He played cricket for Kent, England and Middlesex where he was club captain when the county won its first major title for 15 years.

Peter Roost | Chief Operating Officer | Artificial Solutions

Peter has worked in senior leadership roles within the IT industry for over 20 years. During his 6 years at Artificial Solutions he has been responsible for all customer deployments of conversational natural language solutions built using the patented Teneo® software development platform, believing that this technology will be transformational for enterprises in facing the major digital challenges that lie ahead.

Stephen Ingledew | former Managing Director, Marketing | Standard Life

Stephen has thirty years’ experience in senior roles within large and medium-sized financial corporations. His latest role was on the senior leadership team at Standard Life plc - a long-term savings and investment business - where he was responsible for transforming marketing and customer functions with a new digital and innovation-driven culture.

Stream 1: Alison Maitland | Head of Product | Lane4

Alison is a Sport Psychologist with over 25 years’ experience working with and in blue-chip multinational organisations. She has previously worked as HR Director in both UK and US organisations in financial services, retail and pharmaceutical sectors. Her expertise is in translating research in business and elite sport into high impact solutions for clients. Alison will be exploring the myths & paradoxes of innovation, and why we should focus on people.

Stream 2: Martin Scovell | Chief Executive Officer | MatsSoft

Martin Scovell is a seasoned entrepreneur who has developed successful businesses in marketing technology, web development and strategy. As a result of successful projects with companies in the finance sector, Martin founded MatsSoft to build and the develop the MATS Low-code platform; a technology which is transforming the way major businesses innovate digitally. Martin has a keen interest in helping startups and is involved in a number of innovation hub initiatives.

Stream 2: Paul Brewer | Director for Digital | Adur & Worthing Councils

Paul has worked in change and technology roles in local government for 18 years and is passionate about the need for radical change in how local public service outcomes are delivered to citizens and communities.  Paul has led the award-winning digital work at the Councils which has introduced an entirely new IT architecture using cloud technologies, with the ability to build applications in a 'no code' environment in-house.

Stream 3: David Stenbeck | Lead Trainer | OEE Consulting

David is a learning and development specialist with over 17 years’ experience across a wide range of sectors. He combines a deep knowledge of change with hard-won practical experience and a desire for educating others. With a strategic mind-set and  a strong focus on people, he believes that true change is only what we do after projects are complete. David will explore how any organisation can be redesigned to execute its strategic priorities  - delivering a great customer experience.

Chris Hallmark | Director | OEE Consulting

Chris learned world class operations during a 10 year career with Morgan Crucible plc. He held a variety of operations, quality and sales roles including business unit management, factory relocations and a global improvement role based in the United States. Chris has specialised as an operations consultant for 17 years, almost exclusively in Financial Services. As a board director of OEE Consulting, he is Retail Banking Sector Lead and regularly speaks at conferences and seminars across Europe.