Last week, Thursday 8th June 2023, was the big return of our CX Day (the first once since the pandemic, 5 years ago!) It’s been a while and a lot of things have changed, but we were so excited to be back running these events again.
This year’s CX Day was hosted at the stunning British Motor Museum in Warwick. We took a team of 18 event supporters from the PiP team to assist in making the day great for everyone – and they certainly did!
The Biggest CX Conversations & Insights
Mike Dalloz, PiP CEO, lead topical conversations ad insights around:
- Recruiting for behaviours
- Are you a sales or service environment?
- How to develop a coaching culture (with PiP Trainer, Wendy Gillingham-Reed)
- Geographical CX Insights (with PiP Sales & Marketing Director, Lloyd Rae)
- Is your CX message aligned?
- Call Centre behaviours = a consistent multichannel CX
- AI impact on the future of CX
Guest Speakers: Sky & Toyota
We were also privileged to have 2 guest speakers presenting their CX strategies and insights. A big thank you to Solomon Rose, Head of Customer Experience at Sky, and Suse Radcliffe, VOC Manager at Toyota GB for delivering a fantastic presentation!
Panel: The White Company & One Aftersales (VWG)
We also held an on-stage panel discussion with Senior CX Professionals from The White Company, One Aftersales (VWG), and experienced Ex-Retail Director from a popular outdoor leisure retailer. The discussions provided a lot of interest around post-pandemic impacts of their organisations and CX, how to make the case for CX investment, front-line staff engagement strategies and service standards development.
And finally, for the first time ever, we presented some awards! A huge congratulations to the following people and organisations for being the best of the best in delivering CX excellence:
BMS® Champions 2022
In excess of 30,000 video mystery shops, and 20,000 telephone mystery shops conducted in 2022, these individuals came out top for their CX excellence – an incredibly impressive achievement!
BMS® Champion of 2022 (Best Video Mystery Shop)
- Charlie McLeod, Sales Executive at BMW MINI Sytner High Wycombe
BMS® Champion of 2022 (Best Telephone Mystery Shop)
- Richie Wicks, Centre Manager at Lok’nStore Crawley
Top Performing BMS® Client of 2022
Based on all the client programmes we delivered during 2022, these brands came out top for their incredible league-topping scores in BMS®, demonstrating excellent customer service across their UK branch network:
Top Performing BMS® Client of 2022 (Video Mystery Shopping)
- Lexus
Top Performing BMS® Client of 2022 (Video Mystery Shopping)
- Lok’nStore
Joined by some of the biggest brands
We were joined by some of the very best Senior CX Professionals in the industry, from a range of incredible brands in the automotive, retail and house-building sectors. And we received some amazing feedback too…
Loved the opportunity to network with other companies and hear what how they drive CX within their organisations. Also being able to meet the PIP team F2F, was lovely.
Enjoyed the interactive sessions, and the poll's that randomly took place. The information supplied about BMS® was very insightful.
All of the speakers were engaging and interesting. It showed that across very different sectors, we all face similar CX issues whether face-to-face or remote contact.
PiP’s stats were really interesting regarding the service levels across the country. It was a brilliant event, and I would highly recommend it to other staff members/industries to attend.
I liked the concept of identifying where the customer is having to take too much effort to keep the process moving along, and 'make it simple!'
A big thank you to the team for putting on a great event!
Both guest speakers were engaging with regards to working with PIP but also the CX industry insights were an added bonus!
I enjoyed the group tasks and networking opportunities
I have taken away lots of ideas to implement from a CS perspective!
The Sky presentation was very inspiring!!
The insight provided by both Mike Dalloz, and the guest speakers were brilliant. Great interaction with other delegates, and I also loved the interactive quizzes as they provided interesting insight!
Thanks again to everyone who came along to our hugely successful 2023 CX Day event!
