Wednesday March 21st,One Great George Street, London


Annual Conference


Contact your client manager to book your place and find out more

Annual Conference 2018

A day focussed on creating culture change to improve employee engagement and customer experience.

Conference Starts in:

Why Attend?

Are lasting changes best achieved through evolution or revolution? We’ll hear from a range of speakers about how they’ve made change happen, before settling the matter with a panel debate at the end of the afternoon.

This event is our annual opportunity to bring our clients together to network with their peers, learn from success, and be inspired by our guest speakers.

3 TLF clients reflect on their journeys to improve the customer experience

Linda Moir, responsible for the “Gamesmakers” at the London Olympics, will share her secrets

Latest thinking from TLF

Ask our expert panel anything about customer experience

Network with peers and share best practice

Conference Agenda

09:00 - 10:00GREAT HALL


With tea, coffee and biscuits for a prompt 10am conference start
Greg Roche
Greg Roche

Director, TLF Research


At this, our 20th client conference, Greg reflects on what we've learned over the years, and what the future could hold for customer satisfaction measurement.
TLF Research
Stephen Hampshire
Stephen Hampshire

Client Manager, TLF Research

A World of Meaning

Over the past few years Stephen has spoken about culture, design thinking and customer experience. The creation of meaning is what unites those disciplines, which makes ‘So what?’ the most powerful question you can ask.
TLF Research
11:00 - 11:30GREAT HALL

Networking Break

Networking break with tea, coffee and biscuits
Simon Stead
Simon Stead

TPT Retirement Solutions

The monthly cycle of administration:

Continual improvement in an environment of increasing expectations.
TPT Retirement Solutions. a leading provider of UK workplace pensions with over 70 years’ experience, £10 billion of assets under management and over 300,000 members. With no shareholders, TPT operates purely for the benefit of its members and employers.
Simon, Administration Manager, will speak about how TPT have used data to drive staff behaviours and deliver product and services to meet customer needs. He will explain how TPT explored the data, identified key findings and used them to create an action plan – from knowing what good looks like to measuring the results.
TPT Retirement Solutions
Scott Wilson
Scott Wilson


If it’s not broken then don’t fix it?

Oscrete, a division of Christeyns UK, is a specialist in precast concrete manufacturing and high performance admixtures in precast concrete production. In addition Oscrete market and deliver fine chemicals to the wider construction market giving them a unique and diverse position in the UK construction chemicals market.
Scott will speak about the challenges facing an organisation that delivers high customer satisfaction. He will explain how to maintain the drive for continual improvement and differentiation in a competitive marketplace.
12:30 - 13:30GREAT HALL


Networking buffet
Andrew Davis
Andrew Davis

Social Media Expert


Putting the 'So What?' into social media, digital and the customer experience.
Social media is becoming a popular channel for customers to feed back on their experiences. Andrew shows us how to keep online conversations going, but stresses the need for digital strategy always to complement traditional business building and marketing. A visiting lecturer at Goldsmiths College, Andrew Davis also designed the first social media course linked to GCSE English.
14:30 - 15:00GREAT HALL

Networking Break

Networking break with tea, coffee and biscuits
Vicky Bonner
Vicky Bonner

Clarion Housing Group

Clarion Housing Group

Vicky is the Director of Housing of Clarion Housing Group. Clarion Housing Group is Britain’s largest social landlord with over 125,000 properties and 4,000 employees. Vicky will speak about engaging both internal customers and staff, and how they ensure that the actionable insights for the perfect customer experience are communicated to staff in a simple way.
TLF Research


An open Q&A session with a panel of clients including:
  • Brian Weston - Head of Research & Insight, Institute of Customer Service
  • Giles Owen - Operations Director, Hansgrohe
  • Andrew Davis - Social Media Expert
  • Vicky Bonner - Director, Clarion Housing Group
Greg Roche
Greg Roche

Director, TLF Research


TLF Research

Wine & Networking


TLF and our clients

  • Roche



    Greg is Client Director at TLF Research, and is one of the UK’s leading experts in helping organisations to use customer satisfaction surveys to improve the customer experience.

  • Hampshire



    Stephen is a Client Manager at TLF Research. He believes creating great employee and customer experiences is simple, but never easy, and that finding the right stories to tell is the key to pretty much everything.

  • Symes



    Head of Marketing Communications, Irish Life Financial Services

  • Mehta



    Anil works within the Social Housing sector and uses his background in Sales and Marketing across Europe, to help him develop innovation and strategies within a socially conservative sector. He enjoys cycle commuting whilst listening to amazing music.

  • Moir



    An expert in HR and customer service, Linda Moir headed the London 2012 dream team that delivered outstanding front of house service by 15,000 volunteer Games Makers to 9 million spectators, resulting in one of the most successful Olympic and Paralympic Games in history.

  • Paddison



    Tim is head of operations at Cromwell, part of W.W. Grainger a global MRO distributor, and has over 15 years experience in building customer focused organisations. He believes that understanding your people is critical if customer insight strategies are to be successful.

What delegates said about last years conference

  • Another excellent conference, very worthwhile.

  • Great variety of presentations and speakers - inspiring and well worth a day out of the office.

  • Great mix of presentations - excellent organisation with new ideas to bring back to the organisation

  • Great speakers and great to meet other clients.

  • An excellent range of speakers - all relevant practical tips and very thought provoking.

  • Thought provoking, inspiring and practical in equal measure. Thank you TLF.


Contact your client manager to book your place and find out more

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Conference Venue

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Destination From

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One Great George Street

Phone: +44 (0)20 7665 2323

How to reach us

By London Underground

Both Westminster (Exit 6) on the District, Circle and Jubilee lines, and St James’s Park on the District and Circle lines, are just 5 minutes walk away. For more information, visit the Transport for London website.

Walking Directions from Westminster Underground (exit 6)

When you arrive at the top of the stairs you will be on Whitehall. Turn around (as if you were to walk back down the stairs) you are now facing Parliament Square. Walk around to the right onto Great George Street until you come to two sets of traffic lights. Cross over both and continue walking straight down Great George Street for about 1 minute. One Great George Street is the last building on the corner of Great George Street and Storey’s Gate. The building is also the home of the Institution of Civil Engineers.

By Rail

London’s mainline stations at Waterloo, Victoria and Charing Cross are minutes away by foot or by Underground. For further information visit the National Rail website.

By Bus

Numerous bus routes pass within a 1-2 minute walk of One Great George Street. Bus routes stopping near Parliament Square include: 3, 11, 12, 24, 53, 87, 88, 148, 159, 211 and 453. For further information visit the Transport for London website.

By Bicycle

Local bicycle information can be found on the Westminster City Council website. The nearest TFL bike hire docking station is located just opposite the building on Storey’s Gate. Click on the Cycle for hire website and type in our post code SW1P 3AA. If your bike folds our cloak room can hold approximately 5 bikes at one time.

GPS co-ordinates

Main entrance – 51 30.0822 N and 0 07.7500 W and Princes Mews – 51 30.0420 N and 0 07.7185 W

By Car

The nearest car parks provided by Q-Park are located in Abingdon Street and on the south side of Trafalgar Square. Limited meter parking is also available in and around adjacent streets.

Disabled Parking

The nearest Blue Badge disabled parking bay is located on Matthew Parker Street (drive down Storey’s Gate to the west of the venue and take the second right). Alternatively, a little further away, there are bays on Old Queen Street and Queen Anne’s Gate. These Blue Badge bays offer free parking for up to 4 hours between 08.30 and 18.30 Mon-Fri and unlimited parking at any other time. Please see Westminster Council’s website for further information.

Congestion Charge

One Great George Street lies within the charging area. For more information, including charges, visit the Transport for London website.

By River

River Bus Service runs every 20 minutes during peak time from Embankment to Woolwich Arsenal; the nearest pier to us is the London Eye.

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