Saturday is a multi-stream day, with topics to suit everyone in the team. Our opening speaker Linda Moir will kick off the day by sharing her experiences of the London 2012 Olympics Games Makers, this will be a good start to the day, before you go into the ‘pick n mix’ streams, feel free to move between the streams and experience a little bit of everything.

Click here to see a list of the topics each speaker will be covering.

                      Saturday 15th June 2019

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Linda Moir

 

 

Opening Address – Linda Moir

Linda Moir is an exceptional keynote speaker. From Virgin Atlantic’s award winning service to the exemplary front of house service at the London 2012’s Olympic and Paralympic Games, she has been responsible for famously outstanding operations in HR and customer service management. Linda’s career took off with British Airways, where she worked in HR for air traffic control before rising to HR Director of National Air Traffic Services. In her time spent at the UK’s largest airline, Linda experienced an environment of significant changes as the company transitioned from public to private
ownership.

    Pet Stream

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Cathy U'Ren

Putting Cx into every day practice

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Jennie Jones

Key learnings from the vet mediation service

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Mary Gardner

Creating a good end of life experience

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Susie Samuels

Making ``webchat`` part of your Cx

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Matthew Plumtree

Providing a great pet dental experience

    Leading Stream

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Pam Mosedale

How to get the PSS customer service award

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Simon Power

Doing things differently makes the customer experience

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Malcolm Ness

How fixed pricing helps Cx

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Jennie Jones

Management learning from vet mediation

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Cathy U'Ren

How culture helps create a good Cx

    Consult Stream

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Cathy U'Ren

Doing things a little differently

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Mary Gardner

The senior pet consult and the end of life consult

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Lisa Winter

Making the most of the nurse consult

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Louise Corah

How to create a memorable consult

    SQP Workshop Stream

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Workshop 1 - Getting the Conversation Started

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Workshop 2 - Managing Difficult Situations

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Pam Mosedale

Getting the PSS Customer Service Award for your Farm/Equine Practice.

Cx Congress 2019

When: Friday 14th and Saturday 15th June 2019

Where: De Vere East Midlands Conference Centre, NG7 2RJ

Who: Anyone involved in customer care – reception, nurses, managers and vets

Why: The Customer Experience Matters

Ticket Includes:

  • Hot & cold 2 course buffet + several tea and coffee breaks
  • Congress bag and workbook
  • CPD certificate
Quantity Price
Both Friday and Saturday £259 + VAT
Friday only £159 + VAT
Saturday only £159 + VAT
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CX Club

If a picture paints a thousand words, just imagine how many chapters a video unlocks.

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UpFront

UpFront is not so much as a magazine: it’s more of a movement – a force for change

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Contact Us

Have any questions? Please don’t hestitate to get in touch and we’ll help in whatever way we can.