Over the past few years this breakfast series has become an increasingly popular event, bringing business transformation leaders together to exchange insights, challenges, and innovative solutions.
Close to 100 people from different industry sectors, came to hear from our two speakers Richard Hatherall (a Partner at Bain & Company) and Katrina Barry (Head of Customer Insights & Experience at BT Financial Group).
As an expert in the field of NPS, customer loyalty, and customer experience transformation, Richard discussed some theories of customer strategy. He talked about the benefits of using Net Promoter Score and shared three key learnings:
1. Loyalty leaders: Faster revenue growth and lower costs
2. Net Promoter System: Enable customer-led growth and culture change
3. The journey: Don’t underestimate the change, and stay the course
In Katrina’s current role she leads a team that translates customer insights into action and talked about her team’s approach to driving customer experience strategy and culture. Her time working with Richard Branson at Virgin has installed a belief in Katrina that if you listen to your customers, learn and then act, you will drive compelling and positive customer experiences. Katrina also stated the importance of ensuring visibility of customer feedback and metrics, and the actions required to lift results.
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