CX CONGRESS


Cx Congress is the only place where the programme, speakers and events are entirely dedicated to the unique needs of customer experience professionals.

Opening Speaker – Linda Moir

In her opening address, Linda will explore the concept of individual impact. Every member of the team has a unique role to play, and special skills to bring, to the client experience. Every person you speak with, every day is impacted by your words, actions and body language and through her introductory session Linda will highlight the positive impact you have on those around you.

 

Pet Stream

Matthew Plumtree. Clinical Director of Your Vets, Birmingham

Dental procedures and interventions offer a significant market opportunity for any practice, yet many are currently falling short in terms of quantity and quality. In this session Matthew will share top tips to help your team deliver a great dental experience and drive more clients to say yes to positive early interventions.

Jennie Jones. VCMS

Jennie will share key learnings from case studies from the vet mediation service in order to help practice teams put in place processes to limit the occurrence of, and minimise the disruption and stress caused by, client complaints. It’s tough for everyone when things don’t go as well as expected and Jennie will help you take practical steps to improve the complaints management process at your practice.

Susie Samuels. VetHelpDirect

Busy owners don’t always have the time or inclination to call or drop into their practice – increasing numbers of businesses are reaping the positive benefits of incorporating web chats into the practice customer journey. In this session Susie will share practical tools and techniques to help you make the most of technology.

Cathy U’Ren. Director of Pet Wellness Centre

Cathy founded and runs her business with a simple philosophy: If you focus on the people, the money will come. If you focus on the money, the people will go. You can build a more holistic and profitable business model by putting customer care firmly at the heart of your everyday practice, meeting the needs of your clients and patients first.

Mary Gardner. Lap of Love

In this session Mary will share key learnings from her own palliative care and end of life practice to help your team create a good end of life experience. Euthanasia is always going to be difficult, but there are simple steps you can take to make a stressful and emotional time more positive and empathic. 

Leading Stream

Pam Mosedale. RCVS

Pam will share her top tips for practice teams looking to deliver a truly excellent customer experience. By placing client needs ahead of business tick boxes and established ways of working, you can focus on doing the right thing for your customers, not just doing what’s easy for your business.

Simon Power. Vets 1

Doing things differently to established ways of working was fundamental to the launch of vets1 and has underpinned its success ever since. Simon will share his own experience of focusing on client needs and finding unique ways to meet them, and in this session you’ll learn how you can apply the same philosophy to great effect in your own practice.

Malcolm Ness. Frank. Pet Surgeons

In this session Malcolm will share his own experiences of delivering fixed pricing for specialist referral services, and examine the positive benefits it brings for the client experience. When owners know the prices of care in advance, they feel safe and secure in the hands of their vet team, and mutual trust builds.

Jennie Jones. VCMS

In this session Jennie will share management findings from case studies from the vet mediation service that will help you put in place processes to limit the occurrence of, and minimise the disruption and stress caused by, client complaints. It’s tough for everyone when things don’t go as well as expected and Jennie will help you take practical steps to improve the complaints management process at your practice.

Cathy U’Ren. Pet Wellness Centre

In this session Cathy will share learnings from building her Australian practice from scratch, through a single-minded focus on putting the needs of clients and their pets first. Demonstrating the practical steps you can take in your own business, Cathy will help you develop a practice culture that actively promotes and supports excellent customer care.

Consult Stream

Cathy U’Ren. Pet Wellness Centre

In this session Cathy will share her observations and experiences of taking a holistic approach to the conversation in the consult room. Working from a non-clinical perspective, Cathy’s success proves that by doing things a little differently in the consult room, you can stand out from, and out-perform, your local competitors.

Mary Gardner. Lap of Love

In this session Mary will share experiences gained as co-founder of Lap of Love, where she and her team have worked hard to deliver consistently gold standard care for senior pets. Using examples from her own journey, Mary will explore key learnings to help your practice team create a consistently rewarding senior pet consult.

Mary Gardner. Lap of Love

In this session Mary will share key learnings from her own palliative care and end of life practice to help your team create a good end of life experience. Euthanasia is always going to be difficult, but there are simple steps you can take to make a stressful and emotional time more positive and empathic.

Lisa Winter. Practice Manager of Tower Vets

As an experienced RVN and practice manager, Lisa is passionate about the positive role that the nursing team can play in delivering an excellent customer experience. In this practical session she will share tips and techniques to help you establish joined-up thinking and make the most of the nurse consult at your practice.

Louise Corah. Nottingham University School of Veterinary Medicine and Science

Sharing the preliminary findings from her PhD thesis, which highlight the importance of active listening, in this session Louise will identify how your practice team can improve the consultation experience for all – achieving happy clients, happy pets and happy vets. All of which also make for a happy practice manager by driving footfall, turnover and recommendation rates.

SQP Stream

Alison Pyatt. Harper Adams University.

In these interactive workshop sessions, Alison will explore a wide range of key topics focusing on enhancing communication between client and SQP. Techniques for managing difficult situations will be shared and delegates will learn a whole host of practical skills that will help enhance conversations with farm and equine clients.

Pam Mosedale. RCVS

Pam will share her top tips for equine and large animal SQPs looking to deliver a truly excellent customer experience. By placing the needs of horse owners and farm teams ahead of business tick boxes and established ways of working, you can focus on truly doing the right thing for your customers, not just doing what’s easy for your business.

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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.