The Future of Service 2017

The King's Fund - 09 Nov 2017, 08:45


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Is your business thinking radically enough?

You’ve heard about all the latest trends – from robotics to agile. But has it changed the way you do things?

The Future of Service 2017 will see us discuss different approaches to business transformation, and hear from those who have helped deliver them.

From Matthew Syed’s keynote views on Black Box Thinking, to outsourcing, business agility and big data, we’ll examine how you might be able to look at your organisation through a different lens.

The day will be hosted by Daisy McAndrew, the former Economics Editor and Chief Political Correspondent of ITV News.

The Speakers


Daisy McAndrew

Former Economics Editor, ITV News


Daisy was the Special Correspondent for ITV News, following roles as Economics Editor and Chief Political Correspondent. She previously co-hosted The Daily Politics with Andrew Neil, after starting her career as a researcher at the House of Commons, and has appeared in Have I Got News For You.

Matthew Syed

Author, Bounce and Black Box Thinking


Matthew is a columnist for The Times and an influential thinker on the science of high performance. Well known for his bestselling books Bounce and Black Box Thinking, Matthew sees success as a product of effort; failure therefore becomes an opportunity to adapt and grow.

Edwina Dunn

CEO, Starcount and Founder, dunnhumby


Edwina is co-founder of dunnhumby, the company behind loyalty programmes including Tesco’s Clubcard. She is now CEO at Starcount, a consumer insights company bringing the voice of the customer into the boardroom, and founder of The Female Lead – a not-for-profit project providing more diverse role models for the next generation.

Mark Palmer

Managing Director, OEE Consulting


Mark started his career in France working for the automotive systems supplier Valeo, before joining OEE Consulting in 2001. Since then, Mark has been translating world class operations thinking into the service industry. He has worked with some of the UK’s best known organisations, including a year at Lloyds TSB as Head of Operations Excellence. He was appointed MD at OEE Consulting in 2008, since then the business has quadrupled in size.

Susanna Dinnage

President, Discovery Networks UK and Ireland and Chief Content Officer, International


Susanna is responsible for the management and strategic direction of Discovery’s business in UK and Ireland, and for leading their production and development department. Prior to joining Discovery in January 2009, Susanna held a series of senior roles at Channel Five where she worked on the channel’s launch and its digital extensions. She is on the board of All3media and Chair of the Commercial Broadcasters Association.

David Haley

SVP Business Transformation Services, Atos


David is the Senior Vice President for Business Transformation Services at Atos. He leads the growth of this £500m division, which includes clients such as Aegon and the National Savings and Investment Bank. David joined Atos in 2014 as Client Executive for the Department of Work and Pensions Personal Independence Payment contract, following roles with Capita, Wipro Technologies and BT.

Paul Sweeney

Director, OEE Consulting


Paul has fifteen years’ experience in strategy execution, organisational development and systems thinking, from his work with a roster of blue-chip clients in the UK and Middle East. Paul’s work focuses on transforming performance, with a ‘whole system’ approach combining the best thinking from social science, behavioural economics and systems thinking to deliver innovative and impactful interventions.

Catherine Mason

Senior Executive - Health & Transport


Catherine’s career has spanned roles in consumer goods, transport and healthcare. She has worked in marketing for blue chip companies, run public transport in Northern Ireland as the Group Chief Executive of Translink and was Managing Director of NATS services business, the leading provider of air traffic control services, before moving into private healthcare in 2016.

Edward Scotcher

COO, Agility in Mind


Ed is a leading digital product delivery transformation expert, agile coach, speaker and author who helps organisations improve the way they work. He specialises in Lean and agile coaching, training and consulting with a particular emphasis on helping leaders, teams and individuals shift their cultures to build better products and outpace their competitors.

Stream 1 | Agility in Mind

Demystifying business agility to deliver true competitive advantage


Many business leaders tend to mistake business agility for agile, seeing it only as a set of rules or methodologies that can be adopted by development teams. Edward Scotcher, COO of Agility in Mind, will use this interactive session to demonstrate the importance of an agile mind-set as an enabler for change for the whole organisation, helping you to shift cultures and outpace your competitors.

Stream 2 | OEE Consulting

Embrace complexity before your challenges kill you


Why do organisations persist in trying to find simple answers to all their problems? Paul Sweeney, Director at OEE Consulting, will examine why our current approach to handling complex problems is wrong. Using case studies he will demonstrate how different thinking can exponentially change situational outcomes.

Stream 3 | Panel Discussion

Is there a key to unlocking workforce productivity?


This interactive session, facilitated by Daisy McAndrew, will see panellists including Mark Palmer, Managing Director at OEE Consulting, discuss the productivity challenges facing UK organisations and the country as a whole. The audience will be invited to participate in asking questions and providing their views, to establish exactly where the challenges lie, and how they might be resolved.

The Agenda

Arrival
09:00 - 09:30

Registration & Coffee

Mark Palmer
09:30 - 09:40

Welcome
Mark Palmer | Managing Director, OEE Consulting

Daisy McAndrew
09:40 - 09:50

Introduction
Daisy McAndrew | Former Economics Editor, ITV News

Matthew Syed
09:50 - 10:50

Winning through high performance and business resilience
Matthew Syed | Author, Bounce and Black Box Thinking

Break
10:50 - 11:15

Tea & Coffee

Catherine Mason
11:15 - 12:00

Waking up to the customer
Catherine Mason | Senior Executive – Health & Transport

Susanna Dinnage
12:00 - 12:45

Building a customer-centred culture in times of change
Susanna Dinnage | President, Discovery Networks UK and Ireland and Chief Content Officer, International

Lunch
12:45 - 13:45

Standing Fork Buffet

Option streams
13:45 - 14:45

1. Demystifying business agility to deliver true competitive advantage
2. Embrace complexity before your challenges kill you
3. Is there a key to unlocking workforce productivity?

Break
14:45 - 15:15

Tea & Coffee

David Haley
15:15 - 16:00

How to deliver outsourcing that your customers would choose
David Haley | SVP Business Transformation Services, Atos

Edwina Dunn
16:00 - 16:45

Why data-driven businesses perform better
Edwina Dunn  | CEO, Starcount and Founder, dunnhumby

Mark Palmer
16:45 - 17:00

Wrap up
Mark Palmer | Managing Director, OEE Consulting

The Green House
17:00 - 18:30

Drinks reception

Registration Options


Standard Registration

£295.00 + VAT