25/03/2020

ONE GREAT GEORGE STREET, WESTMINSTER

Conference Starts in:

ANNUAL CLIENT CONFERENCE

One Great George Street, Westminster, London

09:00 - 10:00GREAT HALL

Registration

With tea, coffee and biscuits for a prompt 10am conference start
10:00 - 10:30THE TELFORD THEATRE
Greg Roche
Greg Roche

Director, TLF Research

Welcome

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
10:30 - 11:00THE TELFORD THEATRE
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
11:30 -12:00THE TELFORD THEATRE
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
12:00 - 12:30THE TELFORD THEATRE
Scott Wilson
Scott Wilson

Oscrete

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.
Oscrete
12:30 - 13:30GREAT HALL

Lunch

Networking buffet
13:30 - 14:30THE TELFORD THEATRE
Andrew Davis
Andrew Davis

Social Media Expert

KEYNOTE SPEAKER

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
15:00 - 15:30THE TELFORD THEATRE
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
15:30 - 15:55THE TELFORD THEATRE

Q&A

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
15:55 - 16:00THE TELFORD THEATRE
Greg Roche
Greg Roche

Director, TLF Research

Close

TLF Research
GREAT HALL

Wine & Networking

Presentations From The Day

Greg Roche

Director, TLF Research

Download Greg's Slides

Stephen Hampshire

Client Manager, TLF Research

Download Stephen's Slides

Chris Elliott

Client Manager, TLF Research

Download Chris' Slides

Andrew Davis

Keynote Speaker

Download Andrew's Slides
Watch Andrew's Webinar

Video from the day

Photo Gallery 2019

TLF Gems Podcast - Conference Special

In this special episode of the TLF Gems podcast, Stephen and Greg review the Conference, picking out some of their favourite points from the day. Listen to this edition of the podcast on the audio player below.

 

 

You can follow the TLF Gems podcast through your usual podcasting app or iTunes or if you would like to listen to previous episodes of the podcast online visit the site below.

Visit TLF Gems Podcast Website

What did the delegates have to say?

  • Excellent insights from the presenters as always. Always learn something new from the guest speakers wherever they are on their TLF journey. Thought provoking talk from Stephen Hampshire ``A world of meaning`` - still thinking about it now.

  • Clarion's examples were excellent. Andrew Davis was thought provoking & I have taken a lot of notes to work on straight away.

  • Great variety of topics presented. Venue is fantastic. It was really useful to hear about what others are doing!

  • Excellent venue. I've written so many notes, especially from Scott's and Andrew's presentations.

  • Another very useful event. Really interesting sessions around semiotics, social media & the perfect repairs experience.

  • Andrew Davis was great! The best talk that I have seen Stephen do!

  • It was really useful, all very relevant and applicable and really provoked lots of questions and thoughts around how we can improve customer experience

  • Andrew Davis - extremely relevant content made understandable & useable/actionable.

Conference Venue

We’re pleased to return to One Great George Street, a stunning listed building in the heart of Westminster, and a perennial favourite with our clients

Venue

One Great George St

Westminster, London SW1P 3AA

Phone: 020 7665 2323

Transport

The venue is a 5 minute walk from the tube at Westminster (District, Circle, & Jubilee lines) and St James’s Park (District & Circle lines).

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.

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