Chief Customer Officer Forum
Manchester, 10th & 11th February, 2009

We’re looking forward to catching up with everyone and welcoming several guests and new joiners
in Manchester, now only 2 hours by fast train from London.

Hotel and Venue

Agenda

CCOF home page

Budd home page

We start on the evening of Feb 10th at 7pm with dinner to get acquainted or catch up - more information about this in January.

Since Manchester has a great musical heritage we’ll be involving you in a musical “experience”. Peter’s brother Graham will be bringing a bit of Hacienda history from 808 State to Sisters of Transistors. Click here  for the interview or here  for the tune you’ll remember from your student days ….

Graham Massey Interview

808 State - Pacific State 

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Rooms have been reserved at Malmaison Manchester (www.malmaison-manchester.com) for Tuesday 10th February 2009. 

To book members need to call Faye or Emma on 0161 278 1005 (direct line) and please make sure you quote Malmaison’s booking reference for Budd which is 1002BU. 

The revised rate for all bookings is now £109 for B & B. 

The meeting will be held at Malmaison on Wednesday 11th February, 2009.

Malmaison is across the road from Piccadilly station and a ten minute stroll from Selfridges and Harvey Nichols. The postal code is M1 3AQ for your Global Positioning Hotel Seeking System.

Car parking: there is no on-site parking. The nearest car park is the NCP Grand on Chatham Street. £4.40 for 2 hours, £6.50 for 4 hours, £9.00 for 6 hours, £15.00 for 12 hours and £15.50 for 24 hours. Motorcycles are charged £1 for parking. They offer all residents parking a 20% discount. Present your parking ticket on departure to the reception team

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Tuesday 10th February

Meet in the Malmaison bar no later than 7pm - the Budd team will be there from 6.30pm if anyone arrives early.  Around 7.20pm we’ll all walk over to the Yang Sing restaurant in Chinatown to arrive for 7.30pm prompt. Please let us know if you have any special dietary requirements so that we can ensure that you are catered for.  Dress code is smart casual for dinner (and casual for the forum meeting).

Set in the heart of Manchester's ChinaTown the highly acclaimed Yang Sing sets the standard both within Manchester and beyond as a Cantonese restaurant of the highest quality.
The legend goes from strength to strength offering market fresh, innovative, gourmet food and individually designed banquets.  Its unique charm and unequalled dedication to the palate of the connoisseur, have earned the Yang Sing a reputation as being amongst the very best Cantonese restaurants in Europe.

Yang Sing

34 Princess Street
Manchester
M1 4JY
Tel: 0161 236 2200

If for any reason, you go there directly, then the restaurant is right next door to the Yang Sing Oriental Hotel entrance

Nearest secure parking behind the restaurant at The Piazza (entrance in St James' Street). There’s also parking at Chorlton Street, Oxford Street, and Portland Street

Click here for walking route from Malmaison to Yang Sing.

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Agenda

08.30 Introductions & icebreaker

08.50 Guest Chatham House slot – Andy Fairchild COO of Caring Homes. Andy used to work at first direct in its formative years, later working as CS director at Abbey and at AXA. The step to leading a company with founders, shareholders and so on is a big one

10.15 Break

10.30 Creating and sustaining change – sharing experiences of how are we all doing it? One of the most common things we have to do as CCOs. So what can we learn from each others’ tricks of the trade? Doing a restructure well, as leaders, as participants – in case you’re in one. The difference between impact and implosion is a fine line. Restructuring of one kind or another seems to be a never ending stream. But does anyone feel pleased when one is announced? 

12.30 Speech analytics – what for?

13.00 Buffet lunch

14.00 De-mystifying wikis – a short hands-on session to blow away some mysteries. Getting knowledge to flow so that your c2c, web, mobile, contact centre and f2f operating models all benefit and feel joined up to a customer. If you have a laptop with wireless access, then please bring it along to the day (nice if you can, but not essential).

14.30 New business models from Generation Y – what can we learn from them which is applicable to every customer and member of staff?

16.00 Wrap up and close

Dress code: casual throughout

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