Overview
Join IWFM’s Customer Experience Working Group for this interactive session as they discuss customer journey mapping for workplace and facilities management professionals.
This webinar accompanies the launch of the Group’s latest guidance, due to be launched w/c 14 March, which has been created to help our profession put the customer at the centre of long-term planning, helping you to think clearly about the experiences your customers will have when using the services you and your colleagues provide, as they follow their ‘journey’.
It sets out an approach that can be followed to represent the customer journey and help plan a continually evolving approach to positively influence customer experience (CX).
The guidance, which builds upon the Group’s two recent guides on people management good practice and measuring CX, has been developed as an introduction to the CX perspective for persons not specialising in the area of facilities and estates, encouraging engagement and commitment in putting customers at the heart of what your organisation does.
The experience that customers desire, and commonly pay for, shapes the future of all organisations. CX is a key driver for productive service delivery and an essential tool for managers seeking to improve value and performance.
The guide seeks to make CX mapping logical, measurable, and therefore manageable – and this webinar will help you to understand this key area more clearly.
Speakers
Bianca Angelico
Bianca has headed up On Verve since its launch in May 2021 and was instrumental in the planning and development of the service prior to launch. Bianca understands that a thriving workplace starts with happy guests and employees. Striving to make her customers content through positive energy, Bianca adds personality and enthusiasm to everything she does. Bianca has vast experience in the facilities management and guest services sectors, having helped to set up and run services that work in tandem with other building management and occupant experience amenities.
Gareth Durbridge CCXP
An accomplished senior CX professional whose key strengths include strategic management of customer experiences; customer value creation; understanding, designing, and improving experiences across the entire customer relationship; demonstrable CX ROI; overseeing omni-channel customer services; being the ‘voice of the customer’ within an organisation; ability to analyse and interpret customer data such as NPS, CSAT, CES, Churn; seeking out the root-cause of customer feedback.
Gareth is a member of the Customer Experience Professional Association, achieving his CCXP in April 2019; an internationally recognised accreditation of the customer experience discipline.
Geoff Grateley
With more than 25 years in FM across sectors including government, corporate and retail, Geoff endeavours to place customer service at the heart of everything he does.
Through interlocked customer and employee experience as the basis for successful collaboration and partnership, Geoff worked with Alfred McAlpine and Europa Facility Services to secure growth through award-winning service delivery, and was at the heart of a ground-breaking FM joint venture with Capital Shopping Centres.
Gordon Parker
Gordon is a Chartered Engineer with operational experience in managing facilities from both the supplier and client sides. As part of setting up a number of facilities management organisations for clients, he became interested in helping clients and their customers treat all occupants of buildings and visitors as customers.
He believes that facilities managers should see themselves as both overseeing compliance with operational standards and, importantly, helping the core business improve its productivity.
In this respect, understanding the life and perspective of each person that could be a 'user' or 'customer' is essential
Laurent-Phillippe Vercaemer
Laurent-Phillippe started working in five star hotels in France and the UK, such as the Martinez and the Connaught hotels, where he learnt the principles of delivering great service.
Later in his career, he moved to the B&I sector looking after FM services, including catering, hospitality, cleaning and security, for large contracts such as Goldman Sachs, Credit Suisse and DLA Piper.
Laurent-Philippe has a great passion and enthusiasm for customer service, and relishes the opportunity to share knowledge, support and develop others.