Market Performance Data and Customer Journey Workshop

Monday 27 February | 09:30 – 16:30

De Vere Grand Connaught Rooms, 61-65 Great Queen St, London

Agenda

Item / Description / Who / Time
1. / Tea & coffee / All / 09:30-10:00
2. / Welcome and introduction
·  Objectives for the day
·  Scene-setting of meeting activities / Tom Notman / 10:00-10:20
3. / Market Performance Data Reports
·  Introducing the data
·  What does the market look like? / Mike Robertson / 10:20-10:50
4. / In your tables: What is the data telling us about the market
·  Break into groups (round table session)
·  What is the data telling us about the market?
·  What is the data telling us about our customers?
·  Are there any surprises in this data?
·  What do we think will have the biggest impact? / All / 10:50-12:00
5. / Data, defects and the customer
·  Defects – assumed prioritisation & impacts (group)
Workshop 1: What impacts causes most impacts for Wholesalers and Retailers (sub groups) across the stages of the customer journeys
Feedback from the groups / Martin Silcock / 12:00-13:30
6. / Lunch / All / 13:30-14.00
7. / Workshop Session 2: The impact of poor data & defects on customer journey
·  Break into groups
·  Looking at the (defects & data) impact areas and the priority pain points, do we agree these will cause the greatest impacts?
·  How can we mitigate the pain points? To smooth the journey for the customers, retailers and wholesalers / Tom Notman and Custerian / 14:00-15:00
8. / Feedback / Tom Notman and Custerian / 15:00-15:15
9. / Next steps / Tom Notman / 15:15-15:30
10. / Breakout to network or dial in to MO invoicing call / 15:30-16:30
11. / Close of session / 16.30